#NC25MEC180322 - ESOC User Experience (UX) Analyst - Closed
Deadline: June 11, 2025
Requester: NATO
Location: Mons, Belgium
Start date: July, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Champion a culture of user-centric design in IT support operations;
- Monitor User Feedback Channels;
- Analyse Support Interaction Data;
- Engage with Centralized Service Desk Team;
- Deal with Customer and escalate internally at various levels in conjunction with ESOC management;
- Log and Prioritize UX Issues or Insights;
- Prototype or Recommend Improvements;
- Support or Conduct User Research;
- Prepare UX Insight Reports;
- Facilitate UX Review Sessions;
- Update Stakeholders;
- Document Lessons Learned and Patterns;
- Introduce improvements by leveraging automation and innovative approaches;
- Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction;
- Perform other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;
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Experience recognizing key user experience principles including usability, accessibility, and journey mapping;
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Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments, complaints, user journey drop-off points);
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Experience interpreting simple user feedback (e.g., survey results, comments);
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Experience designing and facilitating feedback loops with end users (e.g., surveys, interviews, focus groups) to identify UX priorities aligned with operational goals;
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Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations;
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Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates;
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Familiar with common IT service tools (e.g., ITSM platforms like BMC);
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Demonstrated understanding of the ITIL-based service management and core service desk processes (incident, request, and knowledge);
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Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g., service portal, ticket submission);
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Experience collaborating with Service Desk and Knowledge Management teams to implement usability improvements;
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Experience in supporting small pilots or experiments (e.g., A/B testing of self-service forms or knowledge article layouts);
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Experience identifying appropriate priorities against the ongoing activities and tasks being performed;
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Good analytic and problem solving skills and experience of working in a service team;
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Strong time management skills and ability to juggle multiple tasks at once;
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Able to work across the organization to build a compelling Knowledge Service and reporting capability;
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Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle;
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Prior experience of working in an international environment comprising both military and elements;
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Knowledge of NATO responsibilities and organization, including ACO and ACT;
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Analytics: Level 3, User Experience: Level 4, Business analysis: Level 3, Business process improvement: Level 2, Relationship Management: Level 3, Incident management: Level 2, Knowledge management: Level 2.
This position is now closed.
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