Description

Job Title: Cloud Service Management Analyst

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for Support for Cloud Service Management, joining the journey of NATO’s modernization of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services.

NCI Agency – Cloud Operations Center The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO’s strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security-by-design approach, and ensuring a seamless transition to a modern, collaborative workplace environment. To achieve these goals, we are building a Cloud Operations Center under the Cloud Portfolio, operating under the NATO Enterprise Cloud Operating Model (NECOM) and under the guidance of the Cloud Center of Excellence (CCoE). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO’s IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services. Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO’s technological evolution and contribute to the security and efficiency of our operations.

NCI Agency – Cloud Centre of Excellence (CCoE) The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud- based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility. The ideal candidate will have expertise in Cloud Service Management processes and public cloud financial operations. Strong analytical, problem-solving, and organizational skills are required.

Role Duties and Responsibilities

ITSM Support

• Provide support for ITSM processes, including incident, problem, and change management.
• Ensure adherence to ITSM best practices and policies.
• Assist in documenting ITSM activities and maintaining process efficiency.
• Collaborate with internal teams to improve IT service delivery.

Reporting & Dashboarding

• Develop and maintain dashboards to track operational and financial metrics.
• Generate reports on system performance, incident trends, and cloud expenditures.
• Work with stakeholders to define key performance indicators (KPIs).
• Utilize reporting tools to provide insights and recommendations for improvements.

Financial Operations in Public Cloud

• Monitor and manage cloud expenses across multiple cloud providers (i.e. AWS, Azure,).
• Track and analyze cloud resource usage and cost allocation.
• Implement cost optimization strategies in coordination with engineering and finance teams.

Financial Management

• Support budget planning and forecasting for cloud expenditures.
• Assist in invoice processing, reconciliation, and financial reporting.
• Work with procurement and finance teams to manage vendor contracts and cloud service agreements.
• Ensure compliance with financial governance policies related to cloud spending.

Change Management

• Supports and monitors the implementation of IT service changes and procedures
• Determines methods and processes for IT service changes
• Provides status reports for implemented IT service changes to senior management.
• Generates schedule and time estimates for IT service changes.

Essential Skills and Experience

Technical Expertise:

• Experience in ITSM processes and support.
• Strong knowledge of reporting and dashboarding tools (e.g., Power BI, ServiceNow reporting).
• Familiarity with public cloud financial management (AWS Cost Explorer, Azure Cost Management, etc.).
• Understanding of cloud cost optimization and financial operations best practices.

Organizational Skills:

• Strong organizational skills to manage multiple tasks and priorities effectively.
• Ability to work in a fast-paced environment and collaborate with cross- functional teams.
• Excellent analytical, problem-solving, and communication skills.

Team Collaboration:

Ability to work effectively as part of a team and share knowledge and resources.
Willingness to collaborate with colleagues to solve complex issues.

Others:

The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.

Language Proficiency

• Business English

Some travel to other NATO sites may be required
Security Clearance

Valid National or NATO Secret personal security clearance
We never know what new opportunities might be just over the horizon. If this opportunity isn’t for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.

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