ITSM Analyst

at  Spektrum

Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

WHO WE ARE SUPPORTING

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO’s member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO’s communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO’s military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO’s mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO’s information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO’s communication and information technology capabilities.

ESSENTIAL SKILLS AND EXPERIENCE

• Experience (proven record) in designing and creating processes for integrating discovery products, such as Lansweeper and BMC Discovery, with the BMC Remedy CMDB.
• Experience (proven record) in creating or updating the structure of basic IT services and applications in the CMDB to enable service-based operations, such as service and application availabilities.
• Ability to deduce the structure of the service/application and to define the hierarchical and functional links in the CMDB for CIs. This involves creating or updating other aspects of the documentation, such as Visio diagrams and metadata on the Service Documentation Portal.
• Ability to document between 50-100 services/applications, including but not limited to the VMware Hosting Service, Printing Service, Internet Access Service, Core network services (DNS, DHCP, etc.), Network Switching Infrastructure, Network Load Balancing
• Service, and SharePoint Infrastructure Service, as well as some of the business applications such PMIS (HR), ERP, etc.
• Experience (proven record) in developing and implementing rules for normalization and reconciliation of data in the CMDB.
• Ability to ensure that data in the CMDB is accurate, up to date, and consistent across all systems.
• Ability to develop and to implement automation for the processes to reduce manual effort and increase efficiency.
• Ability to collaborate with other IT teams to ensure that the CMDB is aligned with the overall IT infrastructure and service management processes.
• Ability to provide technical guidance and to support to other team members and stakeholders.
• Good communication and writing skills in English.
• This profile does require in-depth application knowledge of following:

DESIRABLE SKILLS AND EXPERIENCE

They should also ideally have knowledge and experience in the following areas:

• Experience in working with NATO.
• Experience of working with NATO Communications and Information Agency.
• Experience of working with national Defence or Government entities.

The structure of basic IT services and applications: (Within the CMDB to support service-based operations, specifically focusing on service and application availabilities)

• Identify and define key IT services and applications based on business needs and technical architecture
• Determine the relationships and dependencies between services and applications
• Create or modify Service, Application and Relationship CIs and attributes to accurately represent IT services and applications in the local BMC CMDB and BMC Asset Management systems (ver. 20.02 or newer)
• Establish hierarchical relationships between services and their constituent components (e.g., applications, infrastructure)
• Document between 50-100 services/applications (including but not limited to the VMware Hosting Service, Printing Service, Internet Access Service, Core Network Services (DNS, DHCP, etc.), Network Switching Infrastructure, Network Load Balancing Service, and SharePoint Infrastructure Service, as well as some of the business applications such PMIS (HR), ERP, etc.)
• Demonstrate the completed CMDB structure for business services and applications

ROLE BACKGROUND

ACPV supports the NATO strategic objective to enhance cyber defence and resilience. It directly contributes to NATO’s cybersecurity posture, proactively challenging adversarial freedom of manoeuvre in cyberspace, countering malicious cyber activities on the Alliance and contributing to Enterprise cyberspace situational awareness in a dynamic environment.
NATO needs to continuously improve its Enterprise vulnerability management process as part of its aim to operate at the high security levels which ensure its effectiveness and reliability. The ACPV Core System is expected to provide the NATO cybersecurity ecosystem with adequate ACP management for vulnerability assessment information within the NATO Enterprise, ensuring that NATO CIS are understood, monitored, patched and actioned properly, in order to improve their protection against the full spectrum of current and future cyber threats.
To support CSU Brussels for the execution of this work package, the NCI Agency is looking for subject matter expertise in the delivery of complex, foundational and novel CIS capability

ROLE DUTIES AND RESPONSIBILITIES

The processes for integrating discovery products: (Such as Lansweeper and BMC Discovery, with the BMC Remedy CMDB)

• Contribute to the design and implementation of efficient processes that seamlessly
• integrate discovery products like Lansweeper and BMC Discovery with the BMC Remedy CMDB
• Ensure accurate and up-to-date configuration management data
• Analyse the capabilities and data structures of Lansweeper and BMC Discovery
• Identify and map relevant data elements from the discovery products to corresponding CI types in the BMC Remedy CMDB (ver. 20.02 and newer)
• Collect information and will apply the BMC CMDB best practices
• Create the integrations design and defining the integration processes and procedures
• Describe all discovery interfaces, interaction between them, navigation and usage of the ITAM information and user functionalities
• Implement the feedbacks/corrections to the content
• Record the relevant parts in the SharePoint processes workspace

The structure of basic IT services and applications: (Within the CMDB to support service-based operations, specifically focusing on service and application availabilities)

• Identify and define key IT services and applications based on business needs and technical architecture
• Determine the relationships and dependencies between services and applications
• Create or modify Service, Application and Relationship CIs and attributes to accurately represent IT services and applications in the local BMC CMDB and BMC Asset Management systems (ver. 20.02 or newer)
• Establish hierarchical relationships between services and their constituent components (e.g., applications, infrastructure)
• Document between 50-100 services/applications (including but not limited to the VMware Hosting Service, Printing Service, Internet Access Service, Core Network Services (DNS, DHCP, etc.), Network Switching Infrastructure, Network Load Balancing Service, and SharePoint Infrastructure Service, as well as some of the business applications such PMIS (HR), ERP, etc.)
• Demonstrate the completed CMDB structure for business services and applications.

The maintenance, development and integrations of the CMDB:

• Contribute to the development and integration of the BMC CDMB
• Contribute to the development and integrations of BMC Asset Management (ver.20.02 or newer)
• Support the operations of BMC ITSM, BMC CMDB, BMC Asset Management, BMC Discovery (ver.20.02 or newer) with expertise.

The accuracy, actuality and consistency of data within the CMDB:

• Maintain the BMC Asset Management (ver. 20.02 and newer), BMC CMDB (ver. 20.02 and newer), BMC Discovery (ver. 20.02 and newer) and Lansweeper to be accurate, up to date, and consistent across all systems
• Collaborate with other IT teams to ensure that the CMDB is aligned with the overall IT infrastructure and service management processes
• Establish rules and validation mechanisms to maintain data integrity and consistency between the discovery products and the CMDB
• Implement data cleansing and normalization processes to address potential discrepancies or inconsistencies.