2025-0307 Project/Service Support (EBA, SNOW, ect) (NS) BELGIUM - 22 Oct

Park Lane Recruitment; Belgique; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading recruitment agency is searching for a contractor to provide project/service support for NATO. Candidates must have experience with EBA and Service NOW, along with a valid NATO SECRET security clearance. This full-time position is based in Braine-l'Alleud, Belgium, requiring 100% on-site presence and offers comprehensive engagement in service operations and project management activities.

Qualifications

• Minimum of 3 years hands-on experience in EBA or similar financial systems.
• 2+ years working with Service NOW or similar resource management systems.
• Knowledge of NATO responsibilities and organization.
• Familiar with admin activities in NATO or military environments.

Responsabilités

• Manage service operation support including incident management.
• Participate in planned service improvement initiatives.
• Support the creation of purchase requests and paper work for contractors.
• Track hours allocated to project teams.

Connaissances

EBA proficiency

Service NOW experience

Analytical problem-solving

Communication skills

Formation

Bachelor's degree in Finance or related field

Description du poste

Overview

Deadline Date: Wednesday 22 October 2025

Requirement: Project/Service Support (EBA, SNOW, etc)

Location: Braine-l'Alleud, BELGIUM

Full Time On-Site: Yes

Time On-Site: 100%

Not to Exceed: 2025 BASE: 8,775 EUR/ work package (max. 1 Work Package total NTE 9,750) 2026, 2027, 2028 OPTIONS

Period of Performance: BASE: 24 November 2025

Required Security Clearance: NATO SECRET

Introduction: This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the AV/V service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above‑mentioned team applies on a daily bases.

Background

• NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature‑rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.
• Shared Workspace service area deliver the following user‑facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
• The Shared Workspace (SWG) provides a persistent, shared conversational workspace that helps NATO staff initiate, organize and complete their daily work. The Shared Workspace Group aims to deliver added value services, in all security domains, to its customers both in NATO Enterprise and outside, that facilitates collaboration and consultation in real time audio and video, AV services and printing services, as well as screen to paper services for ordinary users and C2 community.
• The services integrate with other services and enable NATO‑specific functional applications higher up the software stack.
• Through several on‑going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on‑premise to a mixture of on‑premise and public cloud technologies.

Objectives

• The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide.
• The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to Incident and Service Request management, systems updates, troubleshooting and monitoring, project implementation, participation in planned service improvement initiatives (those which will be referred as Service) for the Shared Workspace, V2 (Voice, Video & AV/V) team.
• With this SoW, the Purchaser aims to achieve the following objectives:
• Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the collaboration area.
• Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.
• Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, thus enhancing the overall business continuity.
• Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.
• To achieve these objectives, the Purchaser is looking for qualified resource to support with administrative activities of the projects with estimation that the contract period will require work effort that is equal to 1 person.
• During performance of the contract, the Contractor personnel will act as part of the Purchaser's IT support organization.

Scope of Work

The SOW covers the following activities and tasks to be executed:

Support is required related to the following activities:

• Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.
• Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.
• Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).
• Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.
• Support in preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.

Activities and tasks mentioned above will either have combinations or single focus based on the requirements of the organization at each Work Package.

Practical Arrangements

Place of Performance:

• The deliverables will be produced on‑site at Purchaser's premises in BLA, Belgium.
• The working environment is a typical office working environment designated as Class II or Class I security area.

Working Hours:

• The Contractor staff is expected to follow the Purchaser's working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser's official holidays.
• The Purchaser's official holidays may differ from the public holidays in the Host Nation.

Travel:

• Depending on Purchaser's priorities, travel may be required to both NATO and non‑NATO nations.
• Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

Purchaser Furnished Equipment:

• Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks, IT systems and tools.
• The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.

Requirements

General Requirements:

• The contractor shall manage and be responsible for all Contractor personnel.
• The Contractor's personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor's personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor's personnel shall be courteous and professional in dealing with NATO and Purchaser's staff.
• The Contractor's personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor's shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser's approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor's personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor's personnel at least 30 days in advance.
• The Contractor shall handle the Purchaser's furnished equipment (PFE) with due care.
• The Contractor shall operate the equipment following the manufacturer's requirements.
• The Contractor shall minimize the impact to the end users during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
• The Contractor's personnel will report to and receive guidance from Purchaser Point of Contact on‑site, Service Owner and assigned immediate supervisor.
• The Contractor's personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
• The Contractor's personnel shall liaise with other Purchasers' support teams as necessary.
• The Contractor's personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser's procedures and observe relevant KPIs.

Requirements:

• Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor's staff undertaking this project.

Specific Requirements

To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:

• Bachelor's degree in Finance, business administration, or related field (or equivalent experience).
• Advanced proficiency and 3+ years experience with EBA: Minimum of 3 years of hands‑on experience in financial system (EBA) or similar financial systems for IT products/services.
• Intermediate proficiency and 2+ years experience with Service NOW: Minimum 2 years working with resource management systems like SNOW or similar ones.
• Intermediate proficiency and 2+ years experience with NATO: Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
• Advanced proficiency and 3+ years experience with soft skills: Strong analytical and problem‑solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast‑paced environment.
• Intermediate proficiency and 2+ years experience with admin skills: Familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, ect)