L3 Application Support

Summary

Join the NCI Agency as an L3 Application Support Engineer (HR Applications) to provide ongoing support for the NBAC Business Area's Personnel Management Application Service. This role ensures continued L3 support for existing HR applications and offers expert guidance on other Business Applications. The position requires expertise in COTS application deployment and support, cloud technologies (Azure/AWS), and specific applications like RLDatix - DefenceSuite/OneView, Creative Information Technology – manageID, and PNMSoft Sequence. The successful candidate will manage cloud configurations, provide end-user support, log and track incidents, escalate complex issues, manage the knowledge base, educate users, and ensure application security and compliance. The work is performed in sprints, with a mix of on-site and remote work (50% each). The contract runs through December 2025, with options to extend through 2028.

Requirements

• Understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads
• Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory
• Expert knowledge of Microsoft SQL Server 2016-2022 and IIS based web servers
• Expert knowledge of networking infrastructure
• Strong background of cloud technologies and deployment
• Expert knowledge of PKI
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint
• Experience and good knowledge of the following COTS technology: GENPACT Sequence Kinetics or Sequence Cora; CITI Manage ID;  RLDATIX DefenceSuite / OneView
• Experience in human resource (HR) IT applications related to personnel, posts, organizations, identity management and badges
• Experience (at least two years) in various areas of Software Engineering including some of the following:  Requirements elicitation and management (including non-functional requirements for Operations & Maintenance);  SW change management and testing;  Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools
• Knowledge of NATO HR processes
• Knowledge and experience in state-of-the-art technologies, relevant to software engineering:  Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications; Application server technologies and Relational data base management systems; programming languages and platforms like .NET, C#, JAVA, JavaScript
• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues
• Ability to guide users through problem-solving steps effectively
• Excellent verbal and written communication skills
• Full proficiency in English
• Ability to communicate technical information to non-technical users in a clear and concise manner
• Strong customer service focus with a commitment to user satisfaction
• Patience and empathy when dealing with user issues and concerns
• Ability to manage multiple support tickets and prioritize tasks effectively
• Attention to detail in documenting support activities and maintaining accurate records
• Ability to work effectively as part of a team and share knowledge and resources
• Willingness to collaborate with colleagues to solve complex issues
• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure
• The candidate must have the nationality of one of the NATO nations
• The candidate must possess a NATO Secret Security Clearance or national equivalent
• Prior experience of working in an international environment comprising both military and civilian elements
• Expertise in COTS application deployment and support
• Strong background in cloud technologies (Azure/AWS)
• Proven experience in configuring and supporting: RLDatix - DefenceSuite / OneView (APMS), Creative Information Technology – manageID (AMIS), PNMSoft Sequence
• Strong analytical, problem-solving, and organizational skills
• The ability to document processes and provide training on tools and best practices

Responsibilities

• Configure CI/CD Pipelines
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components
• Provide third-level support for end-user queries
• Troubleshoot and resolve software issues, ensuring minimal disruption to users
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution
• Log and track support incidents using the helpdesk ticketing system
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels
• Escalate complex issues to vendor support or appropriate teams when necessary
• Follow up on escalated issues to ensure timely resolution and user satisfaction
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions
• Share knowledge and best practices with team members to improve overall service quality
• Provide users with guidance and training on best practices for using HR Applications
• Promote self-service tools and resources to empower users and reduce support requests
• Controlling, managing and providing access to the restricted areas managed by the business area
• Ensuring the proper functionality and security of software and hardware managed by the NBAC
• Monitoring HR Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services
• Communicate effectively with users to understand their issues and provide clear instructions
• Collaborate with IT teams to resolve issues and improve service delivery
• Complete the activities/tasks agreed in each spring meeting as per sections 2 and 3 above
• Produce sprint completion reports (format: e-mail update), which include details of activities performed and the list of the deliverables of the week
• The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager

Preferred Qualifications

French language proficiency is of advantage

Benefits

• Monthly payment for the completed and accepted sprints within the month
• Remote work, up to 50% of the time from a NATO country