· Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
· Certifications: ITIL Foundation certification (higher-level ITIL certifications are a plus)
· 3+ years of hands-on experience in change management and problem management
· Familiarity with ITIL best practices and frameworks
· Exposure to release management processes

Desirable Qualifications/Experience:
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:
· Provide support for the NDWDC Service Delivery Manager, ensuring the efficient daily operation
· Prepare/compose correspondence, documents, statistical information and presentations, using word processing, spreadsheets, databases, and graphics applications as appropriate
· Perform basic analyses, and compile reports and briefings as directed by management
· Elaborating and implementing the New Service Delivery Plan, including definition of roles and responsibilities, timelines and internal process
· Elaborating, together with ESOC, the Support Scripts to be used by the Service Desk Agents
· Preparation of ITSM Templates by defining required details captured in the templates, type of input, processes, support groups, business logic