CMDB & Change Management Support AnalystSee all recent Jobs

Duties

Change Management

1. Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.
2. Technically evaluate change requests, ensuring they align with business objectives and minimize risks.
3. Maintain a robust change management process, including documentation, communication, and post-implementation reviews.
4. Facilitate change advisory board (CAB) meetings and ensure timely approvals.
5. Monitor the impact of changes and address any issues promptly.

Problem Management

1. Investigate recurring incidents and identify underlying root causes, preparing PIR (Post Incident Review) and RCA (Root Cause Analysis) documents.
2. Conduct thorough root cause analyses to prevent similar incidents from reoccurring.
3. Collaborate with technical teams to implement permanent fixes.
4. Maintain a problem knowledge base for reference and continuous improvement.
5. Proactively identify potential problems and work towards preventive measures.

Configuration Management (Secondary Scope)

1. Plan the configuration management process.
2. Identify the configuration management data as well as CIs and associated stakeholders.
3. Control the CIs and receipts, as well as deviations from those receipts.
4. Ensure the configuration items in the CMDB meet standards and are updated regularly.
5. Track changes made to configurations and report compliance failures to management.

Administrative Support

1. Support creation of Purchase Requests (PR) and Internal Requests (IR) in our internal system (EBA), and follow up on the lifecycle of PRs.
2. Support the receipting process into the internal system (EBA) and create work confirmations for payment of invoices.
3. Track hours allocated to the project team in support of projects using our internal system, ServiceNow (SNOW).
4. Prepare necessary paperwork to bring third-party contractors (from HP, Cisco, etc.) to different NATO facilities, mainly BLA and SHAPE.
5. Prepare and manage paperwork for creating new NATO CIS accounts for third-party contractors and all other related processes.

Requirements

• Bachelor’s degree in Finance, Business Administration, or related field (or equivalent experience).
• Minimum of 3 years of hands-on experience with Service Management tools such as ITSM, JIRA, BMC Remedy, or similar incident management systems for IT products/services.
• Minimum of 3 years of hands-on experience with Configuration and Service Management tools such as ServiceNow, BMC Helix, SolarWinds Service Desk, JIRA, ManageEngine ServiceDesk, or similar systems.
• Minimum of 2 years working with resource management systems like ServiceNow or similar platforms.
• Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with an equal or greater amount of time spent in a governmental or military position.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Ability to work effectively in a dynamic, fast-paced environment.
• Familiarity with administrative activities in NATO or other government/military organizations.
• Analytical thinking and active listening skills.
• Knowledge of NATO financial and resource management applications (EBA, SNOW, etc.).
• On-site work location: Mons, Belgium.
• NATO Security Clearance required.

Benefits:

• Hybrid working model.
• Private insurance.
• Unlimited free access to wellness workplace support platform.
• A dynamic challenging environment resulting in continuous learning / education / progression.
• Ability to work with cutting edge technologies.
• Pleasant working environment.

UpcoMinds is a dynamic IT company with 28 years of experience that provides end-to-end web and mobile solutions helping businesses to reinvent themselves in the digital world. Our team’s skills and expertise will ensure the holistic digital transformation of any organization, which will considerably improve both business operations and customer’s experience.

Our goal is to always have our end products and services reflect our deep engineering skills and elegant progressive design aesthetic. We fundamentally believe deeply in developing long term strategic partnerships with our clients by exceeding expectations and maintaining a high level of transparency.

Find out more about us at www.upcominds.com

We commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.

Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don’t hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job. Your CV will be retained for two years in accordance with GDPR regulations.