2026-0103 Functional Support for Oracle EBS (NS) - THU 20 Aug RELAUNCH

EMW; Eigenbrakel; Hybride; EUR 90 000 - 120 000; Plein temps

Résumé du poste

NCIA NBAC seeks an experienced Functional Support Engineer (L3) for Oracle E-Business Suite Financials. The role focuses on sustaining and improving EBS Financials and related modules, delivering 2nd/3rd line support and contributing to continuous improvement initiatives within a security-cleared NATO environment.

Candidates must have 10+ years in Oracle EBS Financials 12.2.x, including GL/AP/AR, with strong problem-solving and customer service skills.

Qualifications

• Minimum 10 years of practical experience as a functional resource within Oracle E-Business Suite Financials 12.2.X, with 24-month sustained performance on last two assignments.
• Experience with Oracle E-Business Suite Release 12.2.X Financials and Purchasing modules including GL, AP, AR, Cash Management, and sub-ledger accounting; understanding of FA, budgeting, encumbrance, accruals, and public sector accounting.

Responsabilités

• Provide 3rd line support for Oracle EBS Financials applications and related services.
• Log and track incidents via helpdesk; ensure timely updates and resolution within SLAs.
• Develop and maintain documentation including requirements, functional/technical designs, and system specs.
• Estimate effort for changes and new requirements; deliver knowledge transfer and training to users.
• Contribute to knowledge base; share best practices and promote self-service tools.
• Participate in sprint planning, execution, and review; ensure quality across deliverables.

Connaissances

Oracle EBS FInancials 12.2.x exp

Oracle EBS 12.2.x Purchasing

English proficiency

Description du poste

The proposed candidates were technically non-compliant for the following reason:

• Candidate does not meet the requirements included in Section 11 of the SOW (min 10 years experience / knowledge in the required area)

Deadline Date: Thursday 20 August 2026

Requirement: Functional Support for Oracle E-Business Suite Financials

Location: NCIA, Braine l'Alleud, Belgium (40% on-site / 60% off-site)

Period of Performance: 2026 BASE: As soon as possible but not later than 1 September 2026 - 31 December 2026, with the possibility to exercise the following options: 2027 Option 1: 01 January 2027 - 31 December 2027; 2028 Option 2: 01 January 2028 - 31 December 2028.

Required Security Clearance: NATO SECRET

INTRODUCTION

NCIA (hereafter referred to as the "Purchaser") is seeking Functional Support for Oracle E-Business Suite Financials Applications to support the FINS Service in the NBAC Business Area. These services will focus on delivering new reporting capabilities for existing applications for ongoing projects.

The Contractor is expected to demonstrate flexibility to support project priorities in a dynamic operational environment and shall be asked to deliver services at NATO classified levels limited to NCIA Braine l'Alleud.

OBJECTIVES

The FinS Application Service is an integrated service within the NATO Business Applications Centre (NBAC) which provides support for Oracle E-Business Suite based software for different business processes such as finance, acquisition, and travel process across NATO (ACO, ACT, IMS).

This Statement of Work aims to implement a service to support the FinS Application Service, focusing on maintaining existing applications while providing support for continuous improvement initiatives.

SCOPE OF WORK

Under the overall direction of the Service Area Owner and Service Delivery Manager, the following activities will be supported:

• Being responsible for the assigned business applications and services
• Log and track support incidents using the helpdesk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels
• Providing 2nd and 3rd line support to the assigned business applications, by responding to service requests, investigating and resolving incidents and problems, communicating solutions or advice to customers and users on changes and improvements based on best business practices
• Contributing to the gathering, analysis, setup, design, and documentation of new requirements and change requests
• Developing and reviewing documentation such as requirements, definitions, functional and technical design documents, system specifications, or other deliverables
• Providing time estimates for the development and implementation of new requirements
• Ensuring full lifecycle tests of requests for change before they are presented to the user for user acceptance testing
• Active contribution to relevant projects or service operations across Service Lines where integration is required
• Participating in job-related conferences and trainings in order to keep knowledge and expertise up-to-date
• Escalate complex issues to vendor support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction
• Providing briefings and presentations
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality
• Provide users with guidance and training on best practices for using Oracle EBS Applications. Promote self-service tools and resources to empower users and reduce support requests
• Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery

We envision the above activities to be delivered by one Support Engineer (L3 Support) that will be part of a team providing Functional Level 3 support to FinS for NBAC.

The contractor will support in-person and on-call during core working hours (0830-1200 and 1300-1730). The measurement of execution for this work is sprints, with each sprint planned for a duration of one week.

Due to the nature of the Statement of Work, specific arrangements between NCIA and the Contractor define the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution, and review processes, detailed below.

Sprint Planning

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review the contractor's manpower to meet the agreed deliverables.

Sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, quality standards, and Key Performance Indicators (KPIs) for each task, to be recorded in the sprint meeting minutes.

Level of effort: Agree on the required level of effort for the various sprint tasks.

Backlog review: Review and prioritize the backlog of tasks, issues, and improvements from previous sprints.

Payment milestone assessment: Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status, and sign off sprints to be submitted for payment as covered in the Deliverables and Payment Milestones section.

Sprint Execution

Objective: Contractor to execute the agreed sprint plans with continuous monitoring and adjustments.

Progress meetings: Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. Meetings will be held physically in the office.

Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation, depending on NCIA approval.

Progress tracking: Contractor to use a shared dashboard or tool to track the status of sprint deliveries and any issues.

Quality assurance: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality control: NCIA to perform the final quality control of the agreed deliverables and provide feedback on any issues.

Sprint Review

Objective: Review sprint performance and identify areas for improvement.

At the end of each sprint, there will be a meeting between NCIA and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria, and Key Performance Indicators (KPIs).

Specific actions will be defined to address issues and enhance the next sprint.

Sprint Payment

For each set of 4 (four) sprints to be considered complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective sprint review meeting, and then in writing within five days after the 4th sprint's end date. A report must be sent by email to the NCIA Service Manager, listing all the work achieved against the agreed tasking list set for the sprint.

The contractor's payment for each set of 4 sprints will depend on the achievement of agreed acceptance criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards, and Key Performance Indicators (KPIs) for each task.

Payment is dependent upon successful acceptance as set out in the planning and review meetings above, and will follow the payment milestones, which include a completed Delivery Acceptance Sheet (DAS).

Invoices shall be accompanied by a Delivery Acceptance Sheet (DAS) signed by the Contractor and the service authority.

If the contractor fails to meet the agreed acceptance criteria for any task, NCIA reserves the right to withhold payment for that task/sprint.

The contractor must also conduct a daily 'touch point' with the NCIA point of contact to ensure work is on track, and a weekly progress meeting to report progress on incidents, service requests, and changes.

For each sprint to be considered complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective meeting, and then in writing within three (3) days after the sprint's end date, by short email to the NCIA Service Delivery Manager summarizing the work performed and development achievements during the sprint.

At the end of the project, the Contractor shall compose a Project Closure Report summarizing the activities during the period of performance at a high level.

DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from this Statement of Work:

• Complete the activities/tasks agreed in each sprint meeting as per the Scope of Work section above
• Produce sprint completion reports (format: e-mail update), including details of activities performed and the list of deliverables of the week
• Participate in daily ‘touch points' as well as required participation in workshops, events, and conferences related to the supported services, as requested by the Service Delivery Manager
• Payment schedule will be according to payment milestones upon completion of 4 consecutive sprints, upon completion and validation of each sprint and at the end of the monthly milestone, following acceptance of the sprint report
• NCIA reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, at a later time, depending on service priorities and requirements
• Payment is dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS)
• Invoices shall be accompanied by a Delivery Acceptance Sheet (DAS) signed by the Contractor and the NCIA point of contact

Deliverable D1: 2026 BASE (period of performance 1 September 2026 - 31 December 2026): Up to 15 sprints x one week of support. Number of sprints will be adjusted based on actual starting date.

Payment Milestone D1: Upon completion of each fourth sprint and at the end of the work.

Deliverable D2 - 2027 OPTION (if 2027 option is exercised): Up to 44 sprints x one week of support.

Cost Ceiling D2: Price per sprint will be determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.

Payment Milestone D2: Upon completion of each fourth sprint and at the end of the work.

Deliverable D3 - 2028 OPTION (if 2028 option is exercised): Up to 44 sprints x one week of support.

Cost Ceiling D3: Price per sprint will be determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.

Payment Milestone D3: Upon completion of each fourth sprint and at the end of the work.

COORDINATION AND REPORTING

The contractor shall participate in daily status update meetings, activity planning, and other meetings as instructed, physically in the office or via electronic means using conference call capabilities, according to the Service Delivery Manager / Team Leader's instructions.

For each sprint to be considered complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective meeting and then in writing within three (3) days after the sprint's end date. This report shall be a short email to the NCIA point of contact briefly summarizing the work performed and development achievements during the sprint.

SCHEDULE

The service is expected to start as soon as possible but no later than 1 September 2026 (tentative), ending no later than 31 December 2026. If the 2027 option is exercised, the period of performance is 1 January 2027 to 31 December 2027. If the 2028 option is exercised, the period of performance is 1 January 2028 to 31 December 2028.

CONSTRAINTS

All deliverables provided under this Statement of Work will be based on NCIA templates or agreed with the service point of contact.

All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCIA tools.

SECURITY

The services included under this Statement of Work require a valid NATO SECRET security clearance.

All deliverables of this service will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.

As these services are of a technical nature, providing administrative support and dealing with NATO ERP data, a security clearance at the NATO SECRET level is required prior to the start of the engagement.

PRACTICAL ARRANGEMENTS

The contractor will be required to provide services 40% on-site at Braine l'Alleud, Belgium.

Services will be provided during normal office hours following the Braine l'Alleud calendar, as well as outside office hours and on weekends if necessary and agreed. The NCIA Braine l'Alleud official holiday schedule applies and will be provided to the contractor.

Contractor Furnished Services

The Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.

NCIA Furnished Property and Services

Access to relevant networks and environments will be provided by NCIA. The services depicted in this Statement of Work are expected to be delivered by a single resource. Services are to be performed on the NCIA network(s), and appropriate hardware and connectivity will be provided by NCIA for the duration of this contract, to be returned upon completion of the contract.

TRAVEL

This task order does not require travel.

Extraordinary travel (Purchaser-directed travel) may be required to other NATO or non-NATO locations as necessary. In the event of such unforeseen meetings being called, the cost of all travel and subsistence will be addressed through a contract amendment.

Extraordinary travel expenses will be reimbursed in accordance with Article 5.5 of the AAS+ Framework Contract. Such costs will be set as a separate PO line with a not-to-exceed value to cover and reimburse actual expenses upon submission of all receipts and invoices in line with NCIA processes.

QUALIFICATIONS

[See Requirements]

Requirements

• SECURITY
• A security clearance at the NATO SECRET level is required prior to the start of the engagement
• QUALIFICATIONS

The consultancy support for this work requires an experienced Support Engineer (L3 Support) with the following qualifications

• A minimum of 10 years of recent practical experience as a functional resource within Oracle E-Business Suite Financials 12.2.X, demonstrating a 24-month sustained period of performance on the previous 2 most recent assignments
• A minimum of 10 years of experience with Oracle E-Business Suite Release 12.2.X Financials and Purchasing applications, including but not limited to General Ledger, Accounts Payable, Accounts Receivable, Cash Management, and Sub-Ledger Accounting; Fixed Assets business flows and setups plus their implications at the General Ledger level; budget accounting (summary account, budgetary control configuration), encumbrance accounting, accrual accounting, and experience with Public Sector accounting processes

These services are critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance.

The proposed person to deliver these services shall be a motivated engineer with:

• Strong problem-solving skills
• Full proficiency in English
• A passion for customer service