Business Analyst

Who we are:

For more than 75 years, NATO's mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA, a team of 3,400 civilian and military staff in 30 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO's airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

The Business Analyst will be key post within the Business Support Management (BSM) Section, under the Chief Operating Officer's Business Planning and Execution Management Branch. The incumbent is responsible for overseeing a dedicated support team and ensuring the effective operation of the ServiceNow Strategic Portfolio Management (SPM) platform. This position acts as a crucial bridge between business units and corporate functions, ensuring that ServiceNow solutions align with organizational goals and drive measurable improvements in operational efficiency.

The Business Analyst manages support for incoming requests and incidents, drives continuous improvement across a range of business processes—including project management, resource management, time accounting, demand management, customer relationship management, and service delivery management—and mentors the support team.  

Key Responsibilities:

·       Monitor and manage incoming ServiceNow incidents and requests, ensuring timely resolution by the support team.

·       Act as the 'Product Owner' for ServiceNow SPM, prioritizing and managing new ideas, requirements, and defects, and collaborating with technical teams to implement optimal solutions.

·       Keep the ServiceNow user community informed about progress and changes.

·       Identify inefficiencies and issues within BSM and the ServiceNow user community, analyse root causes, and follow up with technical teams to implement improvements.

·       Serve as a trusted advisor to the head and deputy head of BSM, participating in recruitment, goal setting, and performance appraisals.

·       Guide and coach staff, ensuring effective onboarding, engagement, and motivation.

·       Safeguard knowledge retention through up-to-date documentation and manage continuity risks.

·       Act as a liaison between business units and corporate functions to ensure ServiceNow solutions meet organizational needs.

·       Perform additional tasks as required and deputize for higher-grade staff when necessary.

To review the full job description for this unique role at the NCIA you can review here via the NCIA careers site.

About you:

You possess the ability to lead, inspire, and effectively engage a diverse and multidisciplinary team with tact, sound judgment, and adaptability.  Additionally, your strong awareness, motivational skills, and attentive listening contribute to your capabilities, which include:

·       A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to the NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.

·       Proven experience in a similar role, with a strong understanding of business processes such as Project Management, Resource Management, Demand Management, Service Catalogue Management.

·       Experience with the ServiceNow Strategic Portfolio Management (SPM) Module

·       Proficiency in business analysis tools (e.g., MS Excel, Visio, JIRA, etc.)

·       Excellent written and verbal communication skills to engage with stakeholders and translate complex data into clear, understandable recommendations.

·       Experience with project management methodologies (e.g., Agile, Waterfall)

·       Experience working cross-functionally with diverse teams and stakeholders, both technical and non-technical.

·       Experience working in a fast-paced, constantly changing environment and manage multiple projects simultaneously.

·       Experience in coaching staff and participating in the day to day management of a team.

·       Familiarity with ERP or CRM systems.

·       PRINCE2 Practitioner or comparable certifications,

What we offer:

·       Genuinely meaningful work as part of the most successful alliance in history

·       Initial 5 year contract with competitive tax-free monthly salary of 7,163 EUR and household and children's allowances:

·       Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave

·       Excellent private health insurance scheme

·       Generous annual leave of 30 days plus official holidays

·       NATO Pension Scheme

·       Development programs such as professional training, wellbeing, and more

To learn more about NCIA and our work, please visit our website. 

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found via the NCIA career site.