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Service Level Management Analyst - NATO

For over 30 years, Galorath has provided the industry's most comprehensive set of decision-support applications and services. Galorath’s combined solutions help plan and manage projects more efficiently, driving out costs, optimizing architectures, and building in quality. Our employees pride themselves on their combination of technical and analytic skills and experience, and applying these capabilities to assist clients in solving their toughest problems. 

Galorath Federal is seeking a Service Level Management Analyst to join our team supporting NATO in Mons, Belgium. 

The successful candidate will be:

• Responsible for the implementation of the Service Level Targets in the IT Service Management tool (Remedy);
• Leading process improvement and workflow optimization in Service Level Management Process;
• Undertake control, review and audit of service provision;
• Participation in the negotiation, implementation and monitoring of Service Level Agreements and ongoing day to day execution of operational activities to provide agreed on levels of service;
• Meeting with the Service Lines (SLs) Points of Contact (PoC) and customer on a regular basis to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer;
• Advising Account Management in accelerating opportunities forward through a deep service delivery trend analysis;
• Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the Customer;
• Performing other duties as may be required;
• Deputize for higher grade staff, if required;
• Build effective working relationships with subject matter experts.

Requirements/Experience:

  • Master’s Degree related to one of telecommunications, computer science, service management, process control and automation or directly related discipline, with at least 2 years of experience or a lower education level in a directly related discipline with at least 6 years of experience. Value is placed on demonstration of creative and critical thinking skills, curiosity and strong communication skills (specifically strategic communications). 2 years min. (Master’s degree); 6 years min. (lower degree)
  • NATO Secret Clearance
  • Technical Skills:

  • Excellent knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts concepts;
  • Sound knowledge, or experience, on Services management best practices from a lifecycle approach;
  • Sound knowledge of ITIL processes with proven experience on one of these processes along with ITIL Foundation certification;
  • Experience with the implementation of Service Level Targets in the ITSM tool:

  • Service Level Targets – Terms and Conditions (when targets attach / Start, Stop and Exclude criteria) Milestones – Milestones and Actions, what functions can be performed e.g. Notifications, Set Fields, etc. Agreements - Understanding how multiple SLT’s form agreements and how the SLT weighting works between the different SLT priorities e.g. Low, Medium, High and Critical Know how to incorporate the SLM pre-engine customizations, in order to reduce the overall number of SLT’s to be built and push towards data driven SLM configuration
  • Competency in ITSM Remedy;
  • Competency in MS Office suite of products, proficient level (MS Excel, MS Power Point, MS Outlook, MS Word);
  • Other Skills:

  • Experience in preparing and presenting reports; 
  • Relevant skill set and knowledge of customer environment.
  • Experience working in an international environment comprising both military and civilian elements would be an asset;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT would be an asset;
  • Reasons independently; Care for quality.
  • Training/Certifications:

  • ITIL Foundation v3 or higher
  • ITIL Practitioner is desirable
  • IWC Requests - Service Level Management Analyst
  • Join Galorath and Become an Employee Owner!

    We offer a great benefits package including:

  • Competitive Compensation
  • Employee Stock Ownership Plan (ESOP) - our contributions are significantly greater than most companies throughout the country.
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Company-sponsored Long Term Disability
  • AFLAC Voluntary Benefits
  • Flexible Spending Accounts (dependent & healthcare)
  • Paid Vacations, Holidays, and Sick Leave
  • 401K Plan
  • Service Level Management Analyst - NATO

    Galorath Inc., Mons
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