#NC25MGT180608 - ServiceNow Analyst - Closed
Deadline: July 1, 2025
Requester: NATO
Location: Mons, Belgium
Start date: August, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Providing 1st line support to project and service delivery managers, ensuring smooth operation and successful completion of projects;
- Supporting project, service delivery and resource managers in their day to day work with ServiceNow;
- Acting as a power user who can help ServiceNow users with their issues before having to escalate to IT support;
- Supporting the NCIA's governing committees and senior management in ensuring ServiceNow meets their needs;
- Provides cross-functional support to other Business Areas in the use of ServiceNow (e.g. the Customer Relationship Management team);
- Monitoring ServiceNow related Incidents in the IT Service Management Tool for P3SM related requests and fix incidents as required;
- Supervising the Project/Service Creation Workflow stages and set-up the projects/services in the Enterprise Project/Portfolio;
- Management system (ServiceNow), using the appropriate project templates;
- Ensure the accurate setup of project baselines;
- Maintaining a knowledge base with up-to-date information on how to optimally use ServiceNow;
- Maintaining up to date documentation of work instructions / how to documentation;
- Assessing which tool enhancements will have the greatest impact on the ServiceNow user community (ServiceNow 'Product Owner' role);
- Supporting the head of BSM in prioritizing the tickets that are logged in Jira to continuously improve the way ServiceNow is configured and customized to suit the needs of the ServiceNow Users and Stakeholders;
- Working 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;
- Working on process improvements in the areas of demand, portfolio, project, resource and time management Tool use, communication and adoption;
- Conducting training in the use of ServiceNow, especially in the areas of project management, service management, resource management and time accounting;
- Providing support for the adoption of other ServiceNow modules (e.g. Demand Management, Customer Relationship Management, Services Catalogue) and advise on compatibility and overlap with ServiceNow Strategic Portfolio Management enhancements;
- Devising and execution a stakeholder communication plan;
- Performing other duties as required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Minimum 4 years of experience in data centre environments with hands-on experience in installing, terminating, and testing fibre optic and copper cabling (e.g., Cat5e, Cat6a, Cat7), including structured cabling systems, patch panels, and racks;
- Minimum 2 years of experience in a military or NATO environment with a strong understanding of data centre operations and network architecture standards;
- Proficiency in rack and stack operations (installing network, server, and storage hardware) and cable management practices to ensure organized, scalable deployments;
- Experience with network testing tools such as Fluke Networks or equivalent, with the ability to perform cable certification and troubleshooting;
- Experience with patch management software, such as SolarWinds Patch Manager, ManageEngine Patch Manager Plus, or equivalent, to ensure proper documentation and organization of cable and equipment layouts;
- Expertise in network protocols including TCP/IP, DNS, DHCP, VLANs, and routing protocols (OSPF, BGP), ensuring seamless integration of network infrastructure in the data centre;
- A valid certification such as BICSI Technician, CNet Certified Network Cable Installer (CNCI), or similar;
- Knowledge of data centre power and cooling systems, including UPS, PDUs, and HVAC considerations for optimal performance;
- ITIL v4 Foundation Certification to ensure understanding of service management processes and procedures for structured and efficient operations within the data centre environment;
- Experience in project management and coordination, leading the installation and deployment of data centre projects, including managing timelines, coordinating with stakeholders, and ensuring adherence to quality standards and best practices;
- Experience with fibre optic splicing and fusion splicing tools;
- Knowledge of safety standards and compliance with data centre design such as TIA/EIA standards;
- Any valid certification or training in data centre operations, such as Uptime Institute's Accredited Tier Designer (ATD) or DC Professional's Data Centre Technician certification;
- Knowledge of environmental monitoring systems (e.g., temperature, humidity sensors, and surveillance) for data centres.
This position is now closed.
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