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Engineer (DCIS Service Support Process)


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Job Description - Engineer (DCIS Service Support Process) (190
Engineer (DCIS Service Support Process)-190620
Primary Location  Belgium-Mons
Schedule  Full-time
Salary (Pay Basis)  : 5,467.45Euro (EUR) Monthly
Grade A.2

The NATO CIS Group conducts CIS operational planning and provides deployed/deployable CIS services and support in support of NATO military operations and exercises.  The NATO CIS Group is located at the Supreme Headquarters Allied Powers Europe (SHAPE) the Headquarters of Allied Command Operations (ACO), one of the two major military commands of the North Atlantic Treaty Organisation (NATO).




Location: Casteau/Mons, 60 Km south of Brussels (Belgium)

Division: J2/6


Within the Technology and Service Management Branch the incumbent will be responsible for eliciting (gathering), analysing, specifying, system-modelling, validating, recording and managing requirements for information systems of interest in the areas of Operations, Intelligence, Logistics and Core elements.



The incumbent's duties are:

a)   Identifies the stakeholders and defines operational requirements for DCIS service support structures and supporting information systems.

B)   Coordinates operational requirements for information systems (specifically for IT Service Management and system configuration and monitoring) with the operational users.

c)    Takes responsibility for the development, management and maintenance of NCISG’s IT service management (ITSM) processes applicable for operations and exercises. [Act as process owner for ITSM operation and transition areas].

d)   Ensures that ITSM operational procedures (SOP) and working practices are documented, available, fit for purpose and current.

e)   Determines the architectural, structural, behavioral, functional, non-functional, performance, security, derived and allocated operational requirements for information systems from the operational users.

f)     Validates, consolidates and manages well-documented, actionable, measurable and testable requirements for ITSM with NCIA and operational stakeholders when planning DCIS service support in the context of (federated) operations or exercises.

g)   Manages configuration of the requirements baseline.

h)   Monitors execution and measures performance of ITSM processes in order to ensure that all relevant procedures are adhered to and processes are subject of continual improvement.



Mandatory Deployment Post.  The incumbent may be required to undertake deployments in support of military operations and exercises, and/or TDY assignments, both within and outside NATO boundaries.  Such operational deployment may exceed 30 days duration up to 183 days in any period of 547 days and may be on short notice.  For NATO International Civilian Staff, acceptance of an employment contract linked to this post constitutes agreement to deploy in excess of 30 days if required.

The work is normally performed in a Normal NATO office working environment.

Normal Working Conditions apply.

The risk of injury is categorised as: No Risk.


A.        Professional/Experience

IT strategy and planning

The creation, iteration and maintenance of a strategy in order to align IT plans with business objectives and the development of plans to drive forward and execute that strategy. Working with stakeholders to communicate and embed strategic management via objectives, accountabilities and monitoring of progress.


Skill Level (Ensure/Advise)

The incumbent ensures that all stakeholders adhere to IT strategic management approach and timetables. Collates information and creates reports and insights to support IT strategic management processes. Develops and communicates plans to drive forward the strategy. He/she contributes to the development of policies, standards and guidelines for IT strategy development and planning.


1)    Minimum 5 years of experience conducting modeling of business processes for IT Service provider type of organization.

2)    Minimum 3 years of experience managing/supporting and developing IT Service Management processes, with a strong focus on the CIS service operation environment.

3)    Minimum 1 year of experience in on the job training IT Service Management processes, with a strong focus on the CIS service operation environment.

4)    Minimum 3 years of experience eliciting, developing and analyzing requirements, as well as developing, revising, reviewing, and maintaining Requirements documentation.

5)    Minimum 2 years of experience with Requirements Management Tools.

6)    Intermediate to Advanced knowledge of MS Office.


B.        Education/Training

University Degree in information technology, information systems engineering, business administration, quality engineering or related discipline and 2 years function related experience, or Higher Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 4 years post related experience.


C.        Language

English - SLP 3333 (Listening, Speaking, Reading and Writing)

NOTE: The work both oral and written in this post and in this Headquarters as a whole is conducted mainly in English.




A.        Professional Experience

1)            Experience with Use Case and User Story development as well as with process modeling using UML and BPMN notations.

2)            Experience in enterprise architectures in information/data related mission areas, specifically Command and Control (C2), Space and Intelligence/surveillance/reconnaissance (ISR) domains.

3)            Knowledge and understanding of the missions, roles, functions, organizational structures and operation of NATO.

4)            Knowledge of NATO FMN, its implementation, concept, and roadmap.

5)            Minimum 1 year of experience with the following:

a)            Data modeling and database design;

B)            Configuration Management.

6)            Experience with the following Tools: Doors, Enterprise Architect, Archimate,and MS Visio.

7)            Familiar with BMC Remedy ITSM, or other commercial IT Service Management system.

8)            Experience with Oracle APEX, and Relational DBMS.


B.        Education/Training

1)    Demonstrable evidence in maintaining knowledge of advances in IS engineering and/or business analysis.

2)    ITIL v3 Foundation Level.

3)    ITIL v3 Service Operation Intermediate Level.

4)    ITIL v3 Service Transition Intermediate Level.

5)    PRINCE II Foundation.



A.        Personal Attributes

The incumbent should be very sensitive to the emergence of problems, self-starts required activites based on creative thinking, conceptual foresight and sound independent judgement. Frequent contact with ACO J6, NSB’s, NATO C&I Agency (NCI Agency), Support Agency and other NATO HQ’s and Commands.  Requires a high degree of tact, perseverance and persuasion to influence discussions and ensure that technically sound decisions are made. Able to use own initiative when required to work away from SHAPE without direct supervision.


B.        Professional Contacts

Frequent contacts with executive, operational, national level and commercial staffs to discuss NATO CIS Group-wide Information Assurance related issues.  The incumbent will have regular professional contacts with others inside and/or outside immediate organisation on functional matters.  Solicits/gives information and provides advice/guidance. 


C.        Contribution to Objectives

Performing requirements engineering by defining, coordinating, collating and validating operational requirements for IT Service Management processes including interoperability and security requirements, and managing configuration of the requirements baseline. Supporting deployment activities by overseeing IT service delivery for deployed forces during exercises and operations.


This post reports to OCG CXRS 0010 - Section Head (Service Support).


D.        Supervisory Responsibilities

There are no reporting responsibilities.



Duration of contract: Serving staff members will be offered a contract according to the NATO Civilian Personnel Regulations (NCPR). Newly recruited staff will be offered a definite duration contract of three years normally followed by an indefinite duration contract.   


Applications are to be submitted using NATO Talent Acquisition Platform (NTAP) (https://nato.taleo.net/careersection/1/jobsearch.ftl?lang-en).  Applications submitted by other means (e.g. mail, e-mail, fax, etc) are not accepted. 


NTAP allows adding attachments.  A copy of the qualification/certificate covering the highest level of education required by the job description must be provided as an attachment.


Essential information must be included in the application form. Particular attention should be given to Education and Experience section of the application form. Each question should be answered completely.  Expressions such as “please see attached CV, please see annex / enclosed document” or invitations to follow links to personal webpages are not acceptable and will be disregarded. All answers should be in English (preferably) or in French.


Shortlisted candidates will be requested to provide original documentary evidence and a set of copies supporting statements in their applications.


Tests and interviews with shortlisted candidates are expected to take place at SHAPE, Mons, Belgium on the 13th and the 14th of November 2019.


Current and past civilians working for NATO or any Coordinated Organization, shall indicate their last grade and step held (next to job title), and specify the name of employing NATO body or Coordinated Organization.



A)          Only nationals from the 29 NATO member states can apply for vacancies at SHAPE. 

B)          Applications are automatically acknowledged within one working day after submission. In the absence of an acknowledgement please make sure the submission process is completed, or, re-submit the application.  

C)          Qualified redundant staff of the same grade interested in this post should inform this office, via their HR/Personnel Office by not later than vacancy’s closing date.

D)          Candidates’ individual telephone, e-mail or telefax enquiries cannot be dealt with. All candidates will receive an answer indicating the outcome of their application.



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