REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE

The services to be provided under this SOW require a resource the following qualifications and experience:

• Higher vocational training in a technical discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience;
• ITIL4 Foundation Certification;
• Five years of experience as an ITIL Configuration Manager;
• Practical experience in the usage of service management tools for Change and Configuration Management;
• Have significant experience working (minimum 2 years) with confederated CMDB structures (i.e. unified and consolidated CMDB build from different data-sources) and using automated asset discovery tools;
• Experience in the operation of Change Advisory Boards;
• Expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software;
• Knowledge of the operation and control of all equipment within an IT network infrastructure to include data backup and restore, production of network performance statistics, provision of network diagnostic information, and site surveys;
• Ability to work independently and manage multiple tasks simultaneously;
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments;
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner;
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users;
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution;
• The resource should be in reasonable physical fitness to enable lift and movement of CIS equipment up to 25 kilos.

Desirable:

• ITIL 4 Specialist: Plan, Implement, and Control Certification;
• ITIL® 4 Practitioner: Change Enablement Training;
• Knowledge and experience of working with NCI Agency;
• Knowledge and experience of using NCIA Configuration Management tools (LAN Sweeper and Microsoft Endpoint Configuration Manager) and ITSM tool including BI Reports;
• Knowledge and experience of working within a CIS Support Unit;
• Knowledge and experience with agile implementation methodology.