1. Post Context/Post Summary
NATO Communications and Information Systems Group (NATO CIS Group) provides deployable CIS services in support of Alliance operations, missions, activities and tasks, as directed by SACEUR.It plans, trains, provides and maintains operational readiness of deployable CIS to enable and support secure and resilient NATO Command and Control (C2).
The J2/J6 Division is responsible as the DCIS technical coordinating authority for the NATO CIS Group and the NSBs, for the operational integration, coordination, direction and provision of required Communications, Core Information Systems and Community of Interest (COI) Services, Information Technology (IT) Service Management, Information Assurance (IA) and Defensive Cyberspace Operations (DCO) for operations and exercises. It provides advanced remote and deployable Level 2 support to assigned COI Services for operations, missions and exercises. It is also responsible for management and coordination of IT Service Management processes in peacetime locations, operations and exercises and static Command and Control Services provision.
The Technology and Service Management Branch is responsible as the NATO CIS Group DCIS Technical (Communications services, Core Services) and Service Management authority of DCIS engineering, technical standards and service management frameworks, ensuring the implementation of the operational integration and support in DCIS for operations, missions and exercises. It provides operations, missions and exercises architecture and engineering support and it provides overarching technical planning, guidance and coordination to NSBs. It is also accountable for coordination of C2 (Command and Control) Services provision in peacetime locations and for NATO CIS Group-wide in-garrison requirements management, fund management and CIS Requirement Submission.
The Service Support Section is responsible as the NATO CIS Group Service Management Authority for implementation and execution of Information Technology (IT) Service Management processes and procedures for both NATO CIS Group Static and DCIS. It ensures the implementation of IT Service Management in a federated CIS enterprise for operations and exercises. It is responsible for the in-year coordination of Command & Control (C2) Services provision in peace-time locations for all NATO CIS Group units. The section is also responsible for performing the Service Level Management for the NATO CIS Group Static CIS Enterprise Service Level Agreement (ESLA).
The incumbent is responsible for eliciting (gathering), analyzing, specifying, system-modeling, validating, recording and managing requirements for information systems of interest in the areas of Operations, Intelligence, Logistics and Core elements. The incumbent also acts as IT Service Management Process Owner for the Service Operation-related processes at Peace Time Location (PTL) and during missions, operations or exercises and provides Service Management SME support for the Capability Development programs related to DCIS.
2. Principal Duties
The incumbent's duties are:
• Through the use of agreed procedures and online systems (eg. BMC Remedy ITSM, FinS), engage and fulfill pertinent lifecycle steps associated with CIS requirement preparation and fulfillment of required CIS services.
• Identifies the stakeholders and defines operational requirements for information services/applications.
• Coordinates operational business requirements for information services/applications.
• Coordinates with relevant experts in the context of evaluation of the deliverables and of any discrepancies between the operational requirements and the delivered products and services.
• Determines whether the stated requirements are clear, complete, compatible and/or unambiguous, deconflict and resolve any unclear, incomplete, incompatible and/or conflicting issues.
• Documents and configures the requirements in various forms, such as plain-text documents, use cases, user stories, or process specifications.
• Determines the architectural, structural, behavioural, functional, non-functional, performance, security, derived and allocated operational requirements for information systems from the operational users.
• Validates, consolidates and implement requirements for ITSM with NCIA and operational stakeholders (like NCS, NFS and national contributing units) when planning DCIS service support in the context of (federated) missions, operations or exercises.
• Takes responsibility for the development, management and maintenance of NCISG’s IT service management (ITSM) processes while DCIS equipment is located atPeace Time Location (PTL).
• Process Owner for Service Operation processes used while DCIS equipment is at PTL
• Monitors execution and measures performance of ITSM processes in order to ensure that all relevant procedures are adhered to by contributing national units and processes are subject of continual improvement.
• leads Service Management Working Group for NRF or other similar frameworks.
• Fulfil the role of NRF (or similar frameworks) Federated Incident Manager for stand-by and stand-up instances
• Process Owner for the NRF (or similar frameworks)IT Service Management processes under Service Operation.
• Lead and coordinate the development, implementation and governance of the IT Service Management SOPs for NRF as Process Owner, in accordance with the current FMN Spiral.
• Lead and coordinate the implementation of the agreed ITSM Toolset Support Structure for NRF rotations.
• Draft, coordinate, implement and maintain the Joining, Membership and Exiting Instructions (JMEIs) for NRF.
• Act as NCISG SME for ITSM Toolset.
• Provide Service Management and FMN SME support for the Capability Development programs related to DCIS.
• Manages configuration of the requirements baseline.
Committee Participation:
• Working Group of National Technical Experts - Communications (COM) - Member/Representative.
3. Special Requirements and Additional Duties
The incumbent may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract.
This a mandatory deployment post. The incumbent may be required to undertake deployments in support of military operations and exercises, and/or TDY assignments, both within and outside NATO’s boundaries. Such operational deployment may exceed 30 days duration up to 183 days in any period of 547 days, and may be on short notice. For NATO International Civilian Staff, acceptance of an employment contract linked to this post constitutes agreement to deploy in excess of 30 days if required.
The work is normally performed in a Normal NATO office working environment.
Normal Working Conditions apply.
The risk of injury is categorised as No risk / risk might increase when deployed.
4. Essential Qualifications
a. Professional/Experience
2 years of experience or more in performing Requirement Engineer modelling of business processes for IT Service provider type of organization.
2 years of experience or more in managing/supporting IT Service Management (ITSM) processes.
2 years of experience or more in eliciting, developing and analysing requirements, as well as developing, revising, reviewing, and maintaining Requirements documentation.
2 years of experience or more in Service Oriented Architecture Design and Implementation.
2 years of experience or more with Requirements Management Tools.
2 years of experience or more with a widely recognized ITSM Toolset
Advanced knowledge of MS Office.
Strong written, verbal communication skills; attention to detail; and ability to multi-task.
b. Education/Training
University Degreein business administration, engineering, economics, public administration, operations research, business process engineering or related disciplineand 2 years function related experience, or Higher Secondary education and completed advanced vocational trainingin that discipline leading to a professional qualification or professional accreditation with 4 years post related experience.
The additional job specific qualificationsandexperience isdescribed under Professional/Experienceparagraph (4/a). Incaseof ambiguity the required jobspecific experience have priority overthe standard education and training levels and experience described here.
c. Language
English - SLP 3333 - (Listening, Speaking, Reading and Writing)
NOTE: The work both oral and written in this post and in this Headquarters as a whole is conducted mainly in English.
5. Desirable Qualifications
a. Professional Experience
Experience in Incident Management.
Experience with Use Case and User Story development as well as with process modelling using UML and BPMN notations.
Knowledge of FMN, its implementation, concept, and roadmap.
Experience in enterprise architectures in information/data related mission areas, specifically Command and Control (C2), Space and Intelligence/surveillance/reconnaissance (ISR) domains.
Knowledge and understanding of the missions, roles, functions, organizational structures and operation of NATO.
Experience with the following Tools: Doors, Enterprise Architect, Archimate and MS Visio.
Familiar with BMC Remedy ITSM, or other commercial IT Service Management systems.
Experience with Oracle APEX, and Relational DBMS.
b. Education/Training
Demonstrable evidence in maintaining knowledge of advances in IS engineering.
PRINCE II Foundation
BCS Certificate in Modelling Business Processes
ITIL Foundation level
ITIL Intermediate level
Course: CCC-SM-22206 - NATO C4ISR Technology Orientation
Course: ETE-MW-3834 - NATO Orientation Course.
6. Attributes/Competencies
• Personal Attributes: Is very sensitive to the emergence of problems, self-starts required activities based on creative thinking, conceptual foresight and sound independent judgement. Frequent contact with ACO J6, NSB’s, NATO C&I Agency (NCI Agency), Support Agency and other NATO HQ’s and Commands. Requires a high degree of tact, perseverance and persuasion to influence discussions and ensure that technically sound decisions are made. Able to use own initiative when required to work away from SHAPE without direct supervision.
• Professional Contacts: Frequent internal and external co-ordination with operational staff from other SHAPE divisions and branches, subordinate ACO headquarters and operational units (OR-7-OF-3 level).
• Contribution To Objectives: Performing requirements engineering by defining, coordinating, collating and validating operational requirements for CIS support, including interoperability and security requirements. Managing configuration of the requirements baseline. Supporting activities by overseeing IT service delivery for forces in their peacetime (in-garrison) locations.
• Supervisory Responsibilities: Dependent on requirements may be required to direct and supervise the work priorities of an adhoc or permanent team within the functional area.
There are first line reporting responsibilities for the following numbers of staff: 1× A2/G15; 1× B4/G10
During crisis of MLE the incumbent is reassigned to the NCISG HQ Crisis Establishment (CE) or the DCIS Support Group, as detailed in the respective CE.
REMARKS:
Duration of contract: Serving staff members will be offered a contract according to the NATO Civilian Personnel Regulations (NCPR).Newly recruited staff will be offered a definite duration contract of three years normally followed by an indefinite duration contract.
The salary will be the basic entry-level monthly salary defined by the NATO Grade of the post, which may be augmented by allowances based on the selected staff member’s eligibility, and which is subject to the withholding of approximately 20% for pension and medical insurance contributions.
NATO is committed to diversity and inclusion, and strives to provide equal access to employment, advancement, and retention, independent of gender, age, nationality, ethnic origin, religion or belief, cultural background, sexual orientation, and disability. NATO welcomes applications of nationals from all member Nations.
Building integrity is a key element of NATO’s core tasks. As an employer, NATO values commitment to the principles of integrity, transparency, and accountability in accordance with international norms and practices established for the defence and related security sector. Selected candidates are expected to be role models of integrity, and to promote good governance through ongoing efforts in their work.
We believe that all people are capable of great things. Because of this, we encourage you to apply even if you do not meet all of the criteria listed within this job description.
Applicants who prove to be competent for the post but who are not successful in this competition may be offered an appointment in another post of a similar nature, which might become vacant in the near future, albeit at the same or lower grade, provided they meet the necessary requirements.
ADDITIONAL INFORMATION
Applications are to be submitted using NATO Talent Acquisition Platform (NTAP) (https://nato.taleo.net/careersection/2/jobsearch.ftl?lang-en). Applications submitted by other means (e.g. mail, e-mail, fax, etc) are not accepted.
More information to be found on these links:
A copy of the qualification/certificate covering the highest level of education required by the job description must be provided as an attachment. Essential information must be included in the application form. Particular attention should be given to Education and Experience section of the application form. The application should be in English. Shortlisted candidates will be requested to provide original documentary evidence and a set of copies supporting statements in their applications. After submitting your application, you will receive an acknowledgement of receipt of your application.
Remarks:
A) Only nationals from the 32 NATO member states can apply for vacancies at SHAPE.
B) Applications are automatically acknowledged within one working day after submission. In the absence of an acknowledgement please make sure the submission process is completed, or, re-submit the application.
C) Candidates’ individual telephone, e-mail or telefax enquiries cannot be dealt with. All candidates will receive an answer indicating the outcome of their application
D) NATO will not accept any recruitment or selection materials created, in whole or in part, using generative artificial‑intelligence tools, including but not limited to chatbots such as ChatGPT or other language‑generation systems. NATO may screen submissions to detect such use. Any application prepared with generative or creative AI may be rejected at NATO’s sole discretion, and further action may be taken as appropriate.
E) As part of the recruitment process, the organization may review publicly available information to assess potential conflicts of interest, reputational risks, or behaviours inconsistent with the organization’s values.