Helpdesk and User Training Technician

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.

Introduction

SHAPE is the Strategic Headquarters for Allied Command Operations (ACO). The J1 Division within the Support (SUPPORT) Directorate is responsible for all aspects of military and civilian workforce policy and personnel management in ACO. The Division is also responsible underthe auspices of MC 216/5 – AAP16E, to provide the enabling and supporting Human Resources Data Services (HRDS) applications to the NATO Command Structure (NCS) HQs, NATO’soperational theatres, operational elements of the NATO Force Structure (NFS), the International Military Staff (IMS), the NATO Communications and Information Agency (NCIA), and other NATO Memorandum of Understanding (MOU) organisations. The HR Data Services (HRD) Branch within the J1 is the workforce and personnel data custodian and is responsible for the businessmanagement, training and support of all HRDS applications.

Although functionally located within the J1 Division at SHAPE, the HRD Branch has the responsibility to provide services and support to all subscribing NATO HQs and organisations spread across 10 time zones (Norfolk VA, USA to Baghdad, IRQ) and providing up to a 12-hour daily helpdesk and support service, Monday to Friday. In addition, due to differing national holidays, HQs’ stand-downs and operational commitments, the Branch may be required to provide limited helpdesk hours or business support on weekends and holidays.

Role Background

The HRDS applications consist of the following:

• The Automated Personnel Management System (APMS). The NATO Command Structure’s human resources management system responsible for managing all aspects of personnel, organizational structures, and their inter-relationships. The current tool is based upon the underlying COTS application from Allocate Software, an RLDatix company, the Defense Suite, version 9.7. This version of the product is a fully web-based, SOA architecture system. A new COTS version, OneView, is scheduled for deployment in late 2024.
• The Establishment Review Tool (ERT). NATO’s establishment and job description management and approval system. The tool was developed by and is wholly owned by NATO.
• The ACO/ACT & Missions Identification System (AMIS). The NATO identity management system responsible for producing and managing identity cards for the whole of the NCS and all additional subscribing NATO HQs and organisations. AMIS is based upon the underlying COTS products manageID, version 4, by Creative Information Technologies, Inc. and is interfaced to APMS for the personnel data.
• The NATO System for Tracking Entitlements & Privileges (NSTEP). The NATO electronic entitlement and ration card system. The tool was developed by ATOS Convergence Creators, is wholly owned by NATO and interfaces with both APMS and AMIS.
• The NATO Installation Access Control System (NIACS). A mobile AMIS validation capability. The tool was developed by and is wholly owned by NATO.
• The Integrated Security and In Processing System (ISIPS). A bespoke system based upon VB6 and .NET technologies. ISIPS is a management tool used by some HQs in order to meet their commitments to the Host Nation (HN). It provides a means by which essential data can be exchanged with the HN. The tool was developed by ATOS and is wholly owned by NATO.
• The NATO Performance Management System (NPMS). NPMS interfaces with APMS and is used for the management of the annual performance reviews of NATO International Civilians. The tool is a SharePoint application and was developed and wholly owned by NATO.
• Genpact’s Cora SeQuence/Orchestration, an intelligent Business Process Management suite (iBPMS) that allows HRD to automate and control business workflows between the HRDS applications as well as extending the functionality of them.
• Within SHAPE SUPPORT J1 HRD, there is a recurring requirement for external/contracted support over a wide spectrum of functional expertise/IT to support the HRDS applications via the HRDS Programme of Work (PoW). This RFQ’s Contractor’s personnel will deliver a suite of services related to performing operations and maintenance of the HRDS applications and assisting other members of the HRD team as they deliver business functionality using the HRDS applications suite.

Role Duties and Responsibilities

The Helpdesk (Level 0 Support), User Training and HR Data Maintenance Service provides a Level 0 HRDS business helpdesk, training and workforce data maintenance for a specific set of NATO commands and users. The resources assigned to the service will have to work together with HRDS military staff (1 x OF-3 and 1 x OR-7), as well as the COTRs and other branch personnel. The primary tasks/deliverables will be:

• Provide Helpdesk assistance to HRDS Users at all HQs across NCS, Operational theatres, IMS, NCIA, NFS and MoU organisations.
• The Helpdesk Manager / COTR will plan the monthly HRDS Helpdesk tasks on rotational basis with the following possible roles:
  • Act as Primary Helpdesk Clerk, responsible to be the primary point of contact for phone calls and helpdesk emails.
  • Act as Secondary Helpdesk Clerk supporting the Primary Helpdesk Clerk by taking over calls when he is busy and processing the incoming helpdesk tickets in the background.
• Comply with the following helpdesk Key performance indicators:
  • The response time has to be within 1 and 3 days depending on the priority.
  • The resolution time has to be within 1 and 10 days depending on the priority.
  • The target for the helpdesk is to resolve 70% of the non-CIS incidents and service requests without further escalation.
• Support the HRDS User Support websites and ticketing system on the HRDS Portals.
• Establish and maintain a reporting, recording and FAQ knowledge base in support of the centralised helpdesk.
• Remotely administer the workforce and personnel data of the assigned commands:
  • Develop and maintain analysis and report filters, as required (response time for the request is within 1 and 3 days, work completed according to the plan).
  • Investigate problem reports in liaison with appropriate HRD application and/or data specialists (response within 1 and 3 days depending on the priority).
  • Support the data administration of HRDS applications and work products, including analysis and implementation of requirements for organisational structures, both Peacetime (PE) and Crisis (CE) establishment.
  • Perform validation on bulk data entry upload and modification submissions, to ensure data quality.
  • Provide SME advice and guidance to the PE and CE staffs in J1 for preparation of new/amended establishment quality.
  • Perform quality checks and carry out remedial action on NCS data prior to the production of the monthly, quarterly, annual and other periodic reports required for submission to the Nations via the IMS.
  • Prepare input to staff papers and HQs’ statistical reports, as required.
  • Conduct checks and produce reports to support protection of personal data held in HRDS.
  • Provide HRDS User Group (UG) conference support, and general administrative support as directed by COTR.
  • Perform annual on-site support visits and quality audits to HQs as directed by COTR with an estimated maximum of 4 visits per annum. Each visit normally requires 5 working days including travel.
• Deliver HRDS courses to students at SHAPE, using the HRDS Training Centre system, and at other NATO HQs, using the HRDS mobile training facility (according to the annual training plan):
  • Participate in and support the HRDS course planning, enrolment, selection, delivery and subsequent award of qualifications according to the HRDS training Plan.
  • Create, maintain, and improve the HRDS Training Courses and materials baseline.
  • Ship training aids and mobile training facility equipment to external sites in support of the training programme (shipment is planned and executed, no training cancelled).
  • Support HRD in creating and maintaining the annual HRDS training plan and calendar.
  • Provide first line maintenance of the training aids, notes, presentations and promotional material to support HRDS training courses.
  • Provide first line maintenance of the HRDS mobile training facility and training aids (comprised of 6 Dell laptops and Wi-Fi network) and ensure it is performed correctly and timely on behalf of the COTR (quarterly highlight report with progress and changes).
  • Provide first line maintenance of the HRDS Training Centre system (comprising 16 students’ thin clients, two instructors’ workstations, two SMART Tech boards, and wired and wireless network infrastructure).
  • Perform annual on-site training visits as requested by individual HQs combined with an already planned visit (see para 17.1.2.10).
  • Consolidate and review input for the maintenance of training course syllabi.
  • Perform and look after the necessary Training Needs Analysis (TNA) and subsequent training course design and implementation for all new or upgraded HRDS application or work product.
  • Support the HRDS Training websites on the HRDS Portals.
  • Monitor and review course delivery and facilitate peer reviews as directed by COTR.
  • Implement and maintain a course feedback system on content and delivery effectiveness for students, using both classroom and e-learning delivery.

Essential Skills and Experience

• At least five years’ experience with NATO’s workforce and/or personnel data management or a national military’s equivalent with two years’ experience in the last three years.
• At least three year’s experience in the last five years using the current HRDS applications or another similar enterprise-wide military workforce/personnel management application
• At least one year training experience in the last five years in the application and use of automated HR systems or related Management Information Systems. Strong understanding of training techniques are required.
• At least two year’s experience in the last five years as a centralised helpdesk operator.
• At least six months’ experience in the last five years using automated products to support development of e-learning packages is desirable (for example, Articulate).
• At least one year’s experience in the last five years in a position that required use of NATO’s Workforce Policy and Procedures, MC 216/5 (AAP-16E) or the use of similar International organisation/ governmental organisation Workforce Policy and Procedures is desirable.

Education

• Higher Secondary education and intermediate training in human resources management, social sciences, computer science, business administration, or related field, public administration or related discipline for specific task related skills, with 5+ years’ experience in NATO or International or a National military setting.

Working Location

• Mons, Belgium

Working Policy

• On-site – 1760 Total working hours per year

Travel

• Travel between on-site and off-site is paid on reimbursement basis by NATO
• Some travel to other NATO sites may be required which is also paid on reimbursement basis by NATO

Languages

• Proficient in English at STANAG Level 3333, corresponding to CEFR Level B2

Security Clearance

• Valid National or NATO Secret personal security clearance