3246 ICT Systems Engineer

• IT CHange Management
• ICT System Engineer
• BMC Remedy

Required Security Clearance: NATO SECRET

DUTIES AND ROLE

• Manage end-to-end lifecycle of IT change requests (RfCs) within CSU Brussels.
• Conduct quality checks on incoming RfCs and engage stakeholders to clarify and refine.
• Organize and lead Change Advisory Board (CAB) meetings for NATO HQ CIS.
• Authorize or escalate change requests depending on impact.
• Ensure proper coordination across teams for implementation and follow-up.
• Use BMC Remedy to manage changes and maintain related documentation.
• Create and present change-related reports (including statistics and KPIs).
• Propose and implement improvements to change processes and SOPs.
• Provide guidance to team members on best practices.
• Act as deputy or lead for related functions in absence of other staff.
• Liaise with NATO Cyber Security Centre and other internal/external partners as needed.

SKILL, KNOWLEDGE & EXPERIENCE

• The candidate must have a currently active NATO SECRET security clearance.
• 2+ years of experience in IT change management, ideally within a structured ITIL-based environment.
• Experience in multi-stakeholder, international or governmental contexts is beneficial.
• Background in medium-to-large scale IT service delivery environments.
• Bachelor's degree in IT or related field preferred.
• Change Management Expertise: Proficient in assessing, documenting, implementing, and controlling IT service changes; Familiar with the full lifecycle of Requests for Change (RfCs); Able to analyze risks, benefits, and costs of proposed changes.
• Risk Management: Identifies, assesses, mitigates and reports on IT-related risks.
• Configuration Management: Understands CI (Configuration Items) lifecycle, including naming, classification, auditing; Able to use and maintain CMDB tools.
• ITIL Framework: ITIL Foundation certified (minimum); Familiarity with ITIL Intermediate levels is a plus.
• Tool Usage: Proficient with BMC Remedy (or similar ITSM platforms); Basic knowledge of reporting tools (Smart Reporting, Power BI, Excel).
• Collaboration & Coordination: Liaises effectively with technical teams, process owners, CAB members, and NATO stakeholders; Can lead or coordinate CAB meetings.
• Communication: Fluent in English (spoken and written); French or another NATO language is a plus.
• Skilled in documenting processes, procedures, and reporting metrics (KPIs).
• Required Knowledge: Familiarity with Change Management Lifecycle; Understanding of System Development Lifecycle; Working knowledge of enterprise IT environments (e.g., 3,000+ users, 20,000+ CIs).
• Knowledge of: NATO IT structures and procedures (optional but beneficial); Cybersecurity implications of change management.
• Strong documentation practices.
• Structured approach to root cause and risk analysis.
• Able to operate independently, with minimal supervision.
• Comfortable in a dynamic, security-sensitive, and highly structured environment.
• Willing to be on-site in Brussels with limited teleworking (typically 1 day/week).
• Team-oriented, diplomatic, and calm under pressure.
• Strong organizational and multitasking abilities.