Senior Assistant (Project Support)

Schedule: Full-time

This is a position within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).

To strengthen the Alliance through connecting its forces, the NCIA delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances’ business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.

Organisational Element Statement of Functions:

The Chief Operating Officer (COO) is accountable for aligning demand and supply to create customer value, by leading business planning, prioritizing incoming requests, leading through-life cycle business development, overseeing resource allocation to projects and services, directing data-driven performance improvements, keeping the Agency Portfolio, Programme, Project and Services Management (P3SM) Framework updated and ensuring compliance, supporting full life-cycle support for Service Delivery and continual improvement, supervising compliance with Agency processes, and promoting a collaborative environment for effective and efficient business operations.

The Business Support Management (BSM) Section is part of the Chief Operating Officer’s (COO) Business Planning and Execution Management (BPEM) Branch.

In support of the Branch’s objectives, the BSM team is responsible for providing guidance and support to projects and services delivery throughout their lifecycle. BSM is also responsible for the Resource Management processes and Time Accounting process.

The team provides guidance and support for the ServiceNow Strategic Portfolio Management (SPM) module, which is used by the NCIA’s Project, Service and Resource Managers for project management, resource management and time accounting. ServiceNow is also increasingly used to support other business processes such as Demand Management, Customer Relationship Management and Service Catalogue Management. BSM is also responsible for making sure the SPM Module evolves to continuously improve the way its stakeholders work. As such, BSM is responsible for prioritizing change requests and working with the technical team to implement these change requests in the most optimal manner.

BSM works with many stakeholders across the NCIA to ensure the data and processes in ServiceNow are correct and optimally configured to serve our business areas.

Job role description:

The Senior Assistant (Project Support) provides essential support to project managers and teams, ensuring smooth operation and successful completion of projects. This role involves coordinating project-related activities, ensuring effective communication across teams, and supporting the project manager in monitoring progress, managing resources, and delivering results. The incumbent might be required to assist in the management of minor projects, small value projects and other low value customer funded activities undertaken by the Agency.

Duties and Responsibilities:

ServiceNow:

• Provides 1st line support to project and service delivery managers, ensuring smooth operation and successful completion of projects.

• Monitors ServiceNow related Incidents in the IT Service Management Tool for P3SM related requests and fix incidents as required

• Works with the technical team (NCIA Business Applications Center) that supports ServiceNow in resolving Incidents and implementing enhancements to make sure incidents and enhancements are addressed in an optimal manner

• Conducts training in the use of ServiceNow, especially in the areas of project management, service management, resource management and time accounting

• Provides support for the adoption of other ServiceNow modules (e.g. Demand Management, Customer Relationship Management, Services Catalogue) and advises on compatibility and overlap with ServiceNow Strategic Portfolio Management enhancements.

Portfolio, programme and project support

• Supports programme or project control boards, project assurance teams and quality review meetings.

• Takes responsibility for the provision of support services to projects.

• Uses and recommends project control solutions for planning, scheduling and tracking projects.

• Sets up and provides detailed guidance on project management software, procedures, processes, tools and techniques.

• Provides basic guidance on individual project proposals.

• May provide a cross programme view on risk, change, quality, finance or configuration management.

Stakeholder relationship management

• Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.

• Implements stakeholder engagement/communications plan.

• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.

• Helps develop and enhance customer and stakeholder relationships.

Business administration

• Assists the team/manager in ensuring they have the information needed to support ongoing team processes.

• Assists in planning for meetings.

• Sets up and provides detailed guidance on software, procedures, processes, tools and techniques for administration and workplace productivity.

• Liaises and organises across functions.

• Updates and maintains office policies and procedures.

Information management

• Recommends remediation actions as required.

• Identifies risks around the use of information.

• Reports on the consolidated status of information controls to inform effective decision-making.

• Monitors the implementation of effective controls for internal delegation, audit and control relating to information and records management.

• Supports the implementation of information and records management policies and standard practice.

Additional duties for this post:

• Deputise for higher grade staff, if required;

• Performs other duties as may be required.

Education, Experience and Training (essential):

Education:

Higher vocational Training in a relevant discipline with 2 years post related experience. Or, a secondary educational qualification with 4 years post related experience.

Experience:

• Thorough knowledge of the ServiceNow SPM module from a functional perspective.

• Thorough knowledge and experience with project management methodologies e.g. PRINCE2 or PMI

• Sound knowledge and experience in the use of Microsoft office applications

• Experience developing and putting in place of new processes and procedures

• Experience in roles requiring excellent inter-personal skills and the ability to be responsive and sensitive to both external and internal customers and staff

• Familiar with principles of accounting and finance

• Excellent command of spoken and written English

• Experience in roles requiring taking initiative and a flexible approach allowing the incumbent to respond reliably and competently to changing requirements in a demanding environment;

Education, Experience and Training (desirable):

• Prior experience of working in an international environment comprising both military and civilian elements

• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).

• Experience in maintaining web pages

• Experience in JIRA software

• Knowledge of ITIL

• Familiarity with ERPs (such as Oracle or SAP)

• Experience with Enterprise System Implementation, Business Analysts and IT Requirements Analysis

Training/Certifications:

• Formal certification in a recognised methodology for project management techniques e.g. PRINCE2 or PMI

• Formal certification in the ServiceNow SPM module

Behavioural competencies:

• Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.

• Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.

• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.

Language: A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCIA is conducted in the English language.

Travel: Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices;

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.