Principal Assistant Neo Service Desk (NS) - FRI 26 Sep

Deadline Date: Friday 26 September 2025

Requirement: Principal Assistant Neo Service Desk

Location: Off-Site

Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at-home)”. Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Total Scope of the request (hours): 280

Required Start Date: 3 November 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties & Role:

Under the direction of the Deputy Chief of ACQ – Business Change and Operations and Chief Assistant ACQ BSO, under the direct supervision of Head Business Support Office, the candidate will perform duties such as the following:

• First line support for Neo (EBA/ERP) users external to NCI Agency via Neo Service Desk (JIRA-based platform)
• First line functional support for Acquisition users of EBA, resolving day-to-day operational problems in support of the DCOA and EBA ACQ Business Support Operations (BSO);
• Liaise with Second Line support (IT) to document functional requirements/errors of EBA through, and in conjunction with, the DCOA and/or EBA BSO;
• With the Chief Assistant ACQ BSO and EBA BSO team, provide training to Acquisition/Requestors/external users of EBA/Neo;
• Create and maintain related training material;
• Maintain and control quality of Acquisition Master Data;
• Support User Acceptance Testing and provide assistance in upgrades and patch releases to the Acquisition EBA/Neo system;
• Provide technical and functional expertise to EBA/Neo Acquisition/Requestors/external users and related stakeholders;
• Support change process for introduction and integration of new functionalities, contribute to overall business processes improvements initiatives for Acquisition Directorate and NCI Agency;
• Support audit reviews as needed;
• Build strong relationships with other strategy and policy staff as well as System Functional Administrators inside and outside NCI Agency;
• Work independently without the need for supervision;
• Performs other duties as may be required.

Specific Working Conditions: Off-Site with occasional business travel to NCIA Brussels or The Hague office when required – not more than 4 times within a calendar year. The associated costs shall be included in the offer and covered by the respective rate.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;
• Excellent knowledge of incident management processes, and experience in this area
• Good functional knowledge of Acquisition related modules of Oracle E-Business Suite (iProcurement Purchasing, Advanced Procurement Suite);
• Good functional knowledge of Oracle E-Business Suite related modules: Finance, Human Resources, Logistics (Inventory, Order Management) and their integration with one another;
• Current experience and demonstrable skills in analysis, design, testing, implementation and support of ERP systems preferably based on Oracle E-Business Suite (EBS) version R12 or later;
• Proven track record in documenting business processes and procedures.
• Working in cross-functional teams.

Desirable Experience and Education:

• Working in the public sector;
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization
• Language Proficiency: Most of the work of the NCI Agency is conducted in the English language.