Service Performance Analyst

Benefits

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Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. Who we are supporting The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. The NCIA provides a wide range of services, including: Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces. Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers. Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. Role ID - 2025-0353 Role Duties and Responsibilities Tailored Reporting: Preparation and delivery of Quarterly Service Level Reports (QSLRs) and Weekly Status Reports, based on both raw operational data provided by the Customer and additional data actively retrieved by the Service Provider from authorized databases and systems. The incumbent is responsible for gathering, analyzing, and integrating all necessary data to produce complete and accurate reports, in line with evolving Customer and Partner requirements. The Service incumbent's role is to support service visibility, performance monitoring, reporting, coordination, and service improvement activities, and not to perform operational IT service delivery tasks. Ticket Analysis and Incident Management Support: Comprehensive analysis and clarification of Incidents, Change Requests, and Service Requests, including root cause identification and trend analysis. Deliver targeted recommendations aimed at reducing resolution times and enhancing overall service quality. Meeting Preparation and Support: Comprehensive assistance for operational and service management meetings, including: Preparing agendas and necessary pre-reads, Conducting ticket and service data analysis ahead of meetings, Supporting the Customer during meetings with insights, contextual analysis, and recommendations, Documenting key points, action items, and follow-ups, if required. Non-Standard Service Management and Reporting: Provision of customized management information, enhanced dashboards, and tailored reporting beyond the standard outputs defined under the baseline Service Level Agreement. Monthly Activity Reporting: Submission of a Monthly Activity Report summarizing activities completed, ongoing initiatives, encountered challenges, and any deviations from the agreed service plan. Quarterly Service Reviews: Preparation for and participation in Quarterly Service Review Meetings with the Customer, including report preparation, performance analysis, and proactive service improvement discussions. Essential Skills, Experience and Certifications Experience delivering service management, service performance reporting, SLA/KPI reporting, ticket analysis, or comparable service governance support. Experience analysing Incidents, Service Req

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