ServiceNow CSM Specialist / Platform Administrator

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.

The program

Assistance and Advisory Service (AAS)

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.

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 ID – 03 

Role Duties and Responsibilities  

• Provide L3 functional and technical CSM support, including incident resolution and root-cause analysis. 

• Assess, configure, test and deploy approved CSM enhancements and fixes. 

• Perform proactive platform health checks covering logs, transaction performance, scheduled jobs, integrations and system errors. 

• Carry out housekeeping, storage management, configuration maintenance and reference-data updates. 

• Maintain production and non-production environments, investigating performance, stability and data-integrity issues. 

• Review ServiceNow security advisories, known errors and technical updates; assess and apply relevant patches and hotfixes through approved change processes. 

• Support annual major upgrades, including testing and post-deployment validation. 

• Maintain accurate support records and technical documentation, and transfer knowledge to NCIA support teams. 

Essential Skills, Experience and Certifications 

• Current ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) and Certified System Administrator (CSA) certifications. 

• Demonstrable hands-on experience supporting and configuring ServiceNow CSM. 

• Experience administering ServiceNow environments, including monitoring, housekeeping, patching and configuration maintenance. 

• Ability to investigate performance issues, integration failures and recurring platform defects. 

• Experience testing changes and deploying them through controlled change and release processes. 

• Strong documentation, troubleshooting and communication skills. 

• Strong spoken and written English;  

• Remote delivery from a NATO member country, with availability to meet NCIA Brussels business-hour coverage and travel requirements. 

Working Location 

• Braine L’Alleud, Belgium 

Working Policy 

• On-site, occasionally On-site 

Travel 

• Some travel to other NATO sites may be required 

Security Clearance 

• Valid National or NATO Secret personal security clearance