Helpdesk (Level 0 Support), User Training and HR Data Maintenance Services

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Higher Secondary education and intermediate training in human resources management, social sciences, computer science, business administration, or related field, public administration or related discipline for specific task related skills, with 5+ years' experience in NATO or International or a National military setting

·         5+ years' experience with NATO's workforce and/or personnel data management or a national military's equivalent with two years' experience in the last three years

·         3+ years' experience in the last five years using the current HR applications or another similar enterprise-wide military workforce/personnel management application

·         1+ year training experience in the last five years in the application and use of automated HR systems or related Management Information Systems. Strong understanding of training techniques are required

·         2+ year's experience in the last five years as a centralised helpdesk operator

·         6+ months' experience in the last five years using automated products to support development of e-learning packages is desirable

·         (for example, Articulate)

·         1+ year's experience in the last five years in a position that required use of NATO's Workforce Policy and Procedures, MC 216/5 (AAP-16E) or the use of similar International organisation/ governmental organisation Workforce Policy and Procedures is desirable

DUTIES/ROLE: 

·         Remotely administer the workforce and personnel data of the assigned commands:

ü  Develop and maintain analysis and report filters, as required (response time for the request is within 1 and 3 days, work completed according to the plan)

ü  Investigate problem reports in liaison with appropriate application and/or data specialists (response within 1 and 3 days depending on the priority)

ü  Support the data administration of HR applications and work products, including analysis and implementation of requirements for organisational structures, both Peacetime (PE) and Crisis (CE) establishment

ü  Perform validation on bulk data entry upload and modification submissions, to ensure data quality

ü  Provide SME advice and guidance to the PE and CE staffs in J1 for preparation of new/amended establishment quality

ü  Perform quality checks and carry out remedial action on NCS data prior to the production of the monthly, quarterly, annual and other periodic reports required for submission to the Nations via the IMS

ü  Prepare input to staff papers and HQs' statistical reports, as required

ü  Conduct checks and produce reports to support protection of personal data held in HR systems

ü  Provide HR User Group (UG) conference support, and general administrative support as directed by SO/SDM

ü  Perform annual on-site support visits and quality audits to HQs as directed by SO/SDM with an estimated maximum of 4 visits per annum. Each visit normally requires 5 working days including travel

·         Deliver courses to students at SHAPE, using the Training systems, and at other NATO HQs (according to the annual training plan):

ü  Participate in and support the course planning, enrolment, selection, delivery and subsequent award of qualifications according to the training Plan

ü  Create, maintain, and improve the Training Courses and materials baseline

ü  Perform annual on-site training visits as requested by individual HQs combined with an already planned visit

ü  Consolidate and review input for the maintenance of training course syllabi