Exercise Configuration and Change Management Support

Essential Qualifications/Experience:

·       Proven hands-on experience in configuration management, change management, asset management or a similar IT support/coordination role. The candidate should be comfortable working in operational environments where accuracy, follow-up and documentation are critical

·       Practical experience updating and maintaining CMDB records and handling change or incident tickets in tools such as ITSM, JIRA or similar. Must be able to ensure data quality, consistency and traceability across systems

·       Good working knowledge of core principles (e.g. baselines, CI relationships, change lifecycle, approvals). Ability to apply these in day-to-day work. Familiarity with ITIL practices

·       Ability to track multiple tasks, follow up with different teams and keep activities moving. Comfortable coordinating between technical staff, stakeholders and management in a structured environment. Understanding of infrastructure documentation

·       Strong analytical and documentation skills – ability to document and report activities accurately

·       Very good working knowledge regarding licensing models (e.g. VMware, Microsoft, Linux, etc.). Understanding of common software types (e.g. operating systems, standard enterprise tools, client/server applications) and how licensing works in practice (e.g. per user, per device, subscription-based). Ability to maintain license records, track usage, and identify obvious inconsistencies such as missing, expired or unused licenses

·       Familiarity with CIS (Communication and Information Systems) environments. Basic understanding of IT infrastructure such as networks, servers and end-user systems

·       Ability to produce clear, structured and usable documentation (tickets, records, reports). Information should be understandable and traceable by others, including for audit purposes

·       Comfortable following defined procedures, governance frameworks, and tool usage guidelines, while ensuring all actions are properly recorded and auditable

Desirable Qualifications/Experience:

·       Experience in NATO or NCIA environments

·       Knowledge of ITIL practices

·       Experience supporting C&ChM in preparation for and during exercises, deployments or large-scale IT operations

DUTIES/ROLE:

·       General

ü  The Contractor personnel shall deliver Exercise Configuration and Change Management Support services in a structured, measurable and outcome-based manner. All activities shall be aligned with approved processes, tools and governance frameworks defined by the Purchaser

ü  All services shall be delivered in an outcome-based manner, with clearly defined deliverables, measurable outputs and traceable records of completion. The Contractor personnel shall ensure that all activities are properly documented in relevant systems and that all outputs are auditable and verifiable

ü  The Contractor personnel shall operate as an integral part of the SMB, supporting day-to-day operational requirements as well as preparation and execution of CIS support activities for exercises and other operational events

·       Governance and Prioritisation

ü  The Contractor personnel shall perform all activities under the direction of the Purchaser, who will assign, prioritize and validate tasks through established service management processes

ü  All work shall be initiated based on authorized requests, including but not limited to Work Orders (WOs), service requests, tasking instructions or equivalent mechanisms defined by the Purchaser. The Contractor personnel shall ensure that all assigned tasks are executed within agreed timelines and in accordance with operational priorities

ü  The Contractor personnel shall maintain regular communication with the Purchaser’s Points of Contact, provide status updates on ongoing activities and promptly report any issues, risks or deviations that may impact service delivery

·       Support to other CIS service areas

ü  In addition to core responsibilities within the SMB, the Contractor personnel may be required to provide support to other CIS service areas within CSU Bydgoszcz, where such support is directly related to C&ChM activities support and remains aligned with other service domains within the defined technical scope of this SoW

ü  Such support may include assistance with Infrastructure and platform services, Application Management, Cyber Security or execution of related operational tasks, as directed by the Purchaser. The Contractor personnel shall ensure consistency of data and traceability across systems and domains where applicable