- Deadline Date: 17 July 2025
- Location of Performance: Braine-l'Alleud, BELGIUM
- Required Start Date: 01 September 2025
Deadline Date: 17 July 2025
Requirement Title:
Service Level Data Analyst Location of Performance: Braine-l'Alleud, BELGIUM
Full time on-site: Yes
Cost Not to Exceed: 2025: 26,190 EUR
Period of performance: 2025: 01 September 2025
Required Security Clearance: NATO SECRET
Special Terms and Conditions: Travel to other NCIA location is required
Introduction: The NATO Information and Communication Agency (NCIA) located in Braine L’Alleud, Belgium, is currently involved in the development and support of new and existing capabilities for NATO. In light of these activities, the NATO Digital Workplace Centre (NDWC), within the framework of its mandate, is adapting innovative and secure communications solutions for NATO staff across the Enterprise.In order to improve the service delivered, NDWC is looking for a Business Data Analyst to monitor service performance, and to assist the Management in establishing and preserving clear definition for Service measures and metric.These tasks are all geared toward the realization of NDWC’s 2030 objectives. Specifically, the Linesof Efforts are the following:
- Design reports to help Chiefs, Service Area Owner (SAO) and Service Delivery Managers (SDMs)understand operational behavior and consolidated service performance and trends
- Work with other business areas to integrate datasets, enabling automation in report generation and enhancing data analysis
- Provide daily reports for operational activities, weekly reports on SLA trends, incidents, and ticket distribution, and rolling monthly and quarterly reports with comprehensive performance metrics.
- Create dashboards that align with agency standards, offering a high-level view of service metrics for decision-makers
The work shall be primarly conducted at the NCI Agency in Braine L’Alleud, but may involve some travel to other NATO and NCI Agency entities.
Objectives: The main objectives of this Statement of Work can be summarized as follow:
- Design, generate and present Service Level Management reports
- Work independently to gather data from different domains and propose improvement to drive data integration and automation
- Support the Higher Management and the SAOs/SDMs in collecting requirements and designing dedicated statistical view over the data
- Support Monthly and Quarterly meetings with Chiefs/SAOs/SDMs
Scope of Work: Service monitoring for Operations: The Data Analyst plays a crucial role in monitoring service delivery by leveraging data to track performance, identify issues, patterns, and provide insights that enhance service quality and performance.In this scenario, the Data Analyst collects requirements from the SAOs/SDMs to implement descriptive statistical reports on Power BI Dashboards, to evaluate trends and metric at operational level, daily, weekly and monthly.
Service monitoring for Executives/Decision Makers: The objective is to implement an Analytic Dashboard to summarize monthly and quarterly data and trends to support tactical and strategical actions by decision makers.In this scenario, the Data Analyst collects requirements with the Management to implement descriptive statistical report on Power BI dashboards, to summarize performance by service line and periods.
Attend meeting and prepare Ad-Hoc report: The objective is to support the higher Management, SAOs and SDMs in monthly and quarterly performance review meeting.In the scenario, the Data Analyst collects requirements to prepare Ad-Hoc reports and supportthe periodical meetings presenting the Dashboard.
Constraints: All the documentation delivered under this statement of work shall be based on NCI Agencytemplates or templates agreed with the NDWC Chief.All project work package material shall be stored on the NCI Agency SharePoint Portal.Each final deliverable will be subject to two rounds of review and revision by NATO assignedperson.For the deliverables, the Data Analyst will need:
- Network access to NR and NS
- Microsoft Office platform
- Power BI platform
The Contractors are required to hold a valid NATO SECRET security clearance provided bynational security organization valid at the time of submission of the bid and covering the period ofcontract, will be required.
Past Performance and Qualifications: - To evaluate the qualifications and experience for this this contract, please provide evidence of successfully delivering three distinct Data Analysis and Performance projects within the last five years. Each evidence should demonstrate proof of performance and be comparable in size and scope to the requirements of this role.Additionally, ensure to include a detailed case study that highlight the Purpose, Objective, Output and Outcome (PO3) mentioned in the table. Evidence should showcase the ability to manage data and reports, as well the ability to use Business Intelligence tools like Power BI and dashboards delivered with Microsoft Excel.
Practical Arrangements: - The contractor shall be required to work on-site at the NCI Agency in Braine L’Alleud, Belgium.
- The contractor shall work under NCI Agency AAS contract for the NCI Agency in Braine L’Alleud, Belgium. He or she will work under the direction and guidance of the NDWC Head of Service Delivery or their designated representative.
- The NCI Agency will provide the service contractor with access to the internal systems and business tools as required.
- Travel outside of the country will be required. Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract.
- Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.
- NATO at start of contract will share existing Service Delivery strategies and plans, as well as supporting materials including templates.
