IT Process Analyst

Job Description

Spektrum is seeking an IT Process Analyst to support key client projects within the NATO Communication and Information Agency (NCIA). The NCIA is responsible for providing secure and effective communications and IT services to NATO's member countries and partners. The IT Process Analyst will play a crucial role in defining and documenting service request and incident management processes, ensuring alignment with ITIL best practices and NATO standards. This role requires a strong understanding of ITSM systems, process frameworks, and the ability to translate business requirements into functional specifications.Role Involves:

• Defining the entire lifecycle for handling service requests.
• Designing incident management processes for swift resolution.
• Providing detailed documentation of processes and workflows.
• Integrating Service Request and Incident Management processes with ITSM tools.
• Engaging with stakeholders to gather and analyze business needs.
• Monitoring the rollout of new processes and making recommendations for improvement.
• Collecting insights through feedback loops and implementing improvements.

Requirements:

• 10 years of experience in IT Service Management (ITSM) systems.
• Strong understanding of IT service management processes and best practices.
• 5 years of experience in process frameworks (e.g. Scrum, Agile).
• Deep understanding of ITSM engine logic, modules and workflows.
• Advanced skills in Microsoft Excel, SharePoint, and Office Suite.
• 2 years of experience with designing questionnaires and forms for ITSM.
• Business English proficiency.
• Valid National or NATO Secret personal security clearance.

Role Offers:

• Opportunity to work with a leading organization in the defense sector.
• Chance to contribute to the digital transformation of NATO.
• Engagement in a dynamic and evolving environment.