ServiceNow SPM Specialist

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 – 02 

Role Duties and Responsibilities  

• Provide L3 functional and technical support for SPM, including existing configurations and customisations. 

• Investigate and resolve incidents within agreed service levels, documenting troubleshooting and corrective actions. 

• Perform root-cause analysis of recurring issues and implement measures to prevent repeat incidents. 

• Assess enhancement requests, provide effort estimates and identify dependencies, risks and technical constraints. 

• Configure, develop, test and deploy approved enhancements through established change and release processes. 

• Validate changes before production deployment and monitor their impact after release. 

• Work closely with NCIA’s business support and service management teams, providing guidance and knowledge transfer. 

• Recommend improvements to SPM functionality, usability and adoption. 

Essential Skills, Experience and Certifications 

• Current ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM) and Certified System Administrator (CSA) certifications. 

• Demonstrable hands-on experience supporting, configuring and enhancing ServiceNow SPM. 

• Ability to troubleshoot module defects, customisations and integration-related issues. 

• Experience in incident and problem management, impact assessment, testing and controlled releases. 

• Ability to translate business requests into practical technical changes and clear effort estimates. 

• Strong documentation and communication skills, with experience working to SLAs. 

• Strong spoken and written English;  

Working Location 

• Braine L’Alleud, Belgium 

Working Policy 

• Off-site, occasionally on-site 

Travel 

• Some travel to other NATO sites may be required 

Security Clearance 

• Valid National or NATO Secret personal security clearance