Account Management Assistant > Joboolo BE :

10pt;>Who we are supporting 

10pt;>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.

10pt;>The NCIA provides a wide range of services, including:

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  10pt;>
  10pt;>Cyber Security:
  
  The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
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  10pt;>Command and Control Systems:
  
  The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
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  10pt;>Satellite Communications:
  
  The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
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  10pt;>Electronic Warfare:
  
  The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
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  10pt;>Information Management:
  
  The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

10pt;>Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

10pt;>The program

10pt;>Assistance and Advisory Service (AAS)

10pt;>The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider.

It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

10pt;>To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce.

The NCI Agency workforce strategically consists of three major categorise's:

NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s.

The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

• Assist in the development of jointly owned Customer Agreements, e.g.
  
  Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals


• Assist in actions that aim to improve internal and external stakeholder relations and open communications


• Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.


• Assist in the management of Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.


• Assist in ensuring that the formal NCI Agency Customer Agreements are in line with expectations of Customers.


• Assist in the monitoring of in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.


• Assist the Senior Assistant in the NCI Agency, COO and Branch business planning process.


• Assist in providing reporting material as required.


• Assist in building and maintaining a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.


• Assist in engaging with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.


• Assist the Senior Assistant in contributing to:
  
  


• The development of the Demand Forecast, based on the understanding of Customer Requirements;


• The improvement of all management processes, liaising with other relevant stakeholders as necessary.
  
  This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs;


• The planning and prioritization of activities in the Account;


• Performs other duties as may be required

Essential Skills and Experience

• Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.


• Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports; English is the working language of the Agency;


• Experience working in a multilateral environment or an environment with a variety of stakeholders from multi-cultural backgrounds;


• Proven ability to successfully prioritise work, and manage staff;


• Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools; Strong knowledge in Excel and Word; Knowledge of SharePoint or equivalent would be useful;


• Experience in preparing reports to staff and management; Ability to take initiative, and a flexible approach to responding reliably and competently to changing requirements;


• Highly developed sense of responsibility and accountability, with an ability to work with minimum supervision;

Competencies or Personal Attributes:

• Delivering Results and Meeting Customer Expectations
  - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.


• Following Instructions and Procedures
  - Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.


• Writing and Reporting
  - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.


• Relating and Networking
  - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.


• Coping with Pressures and Setbacks
  - Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Desirable Skills and Experience

• Experience in the P3SM domain, including the provision of Portfolio Management support;

Education

• Higher vocational training in a relevant discipline leading to a professional qualification with 3 years post-related experience.
  
  Or a secondary educational qualification with 5 years post-related experience

Working Location

• Brussels, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Contract Duration

• Jun 2024 – Dec 2024

Security Clearance

• Valid National or NATO Secret personal security clearance