2025-0170 Project Implementation Support (NS) NORWAY - 5 Jun

Deadline Date:  Thursday 5 June 2025
 
Requirement:   Project Implementation Support
 
Location:  Stavanger, NORWAY
 
Time On-Site:  100%
 
Not to Exceed:  2025 BASE: 22 sprints (3,285 EUR * 22) = 72,270 EUR, 2026, 2027, 2028 Options
 
Period of Performance:  14 July 2025 
 
Required Security Clearance:  NATO SECRET
 
Special Terms and Conditions: NON-DISCLOSURE UNDERTAKING (NDU) REQUIRED
 
Introduction:
This effort will take place within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).
 
NCIA – PAN Migration to NATO Public Cloud Project:
The PAN Migration to NATO Public Cloud project is organized under the NCIA Public Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise from the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, a few sites will have transitioned and the project will continue to transition additional sites across various locations in the alliance.
 
Migration Support:
One of the main objectives of the project is to support users who enrolled in the NPCL environment recently at the Stavanger location and provide early lifecycle support for the staff transitioning networks.
 
Under the direction of the PAN Migration to NATO Public Cloud Stavanger implementation manager, the User Early Lifecycle Support Staff will provide various support activities during the rollout, including IT administration, first-line technical support, user-communication, ticket creation, technical troubleshooting, explanation of basic Microsoft 365 functionality, and explanation of the specific NATO Public Cloud Environment.
 
Objectives:
The NCIA is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. The required staff should possess strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
 
The main objectives of this Statement of Work (SoW) can be summarized as follows:
 
Provide early lifecycle support for users at Stavanger, Norway location:

• Provide user-support for self-enrolment process
• Provide user-support for users seeking technical assistance from IT Kiosk
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Training users in best practices
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
• Direct unresolved issues to the next level of support
• Liaise with other NCIA Business Areas concerning incidents resolution and request fulfilment
• Pass on any feedback or suggestions by users to the appropriate internal channels
• Identify and suggest possible improvements on procedures.

• Guide users through the enrolment guide for each of the end-devices (laptops, tablets, mobile phones, iPads)
• Provide user-support for self-enrolment process
• Provide user-support for users seeking technical assistance from IT Kiosk
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Training users in best practices
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
• Direct unresolved issues to the next level of support
• Liaise with other NCIA Business Areas concerning incident resolution and request fulfilment
• Pass on any feedback or suggestions by users to the appropriate internal channels.

• Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the CMDB;
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.

• Identify areas for improvement in the enrolment process, documentation, and best practices
• Proactively identify potential vulnerabilities and coordinate preventive measures
• Contribute to the knowledge base of the implementation team
• Ensure all information and registers are accurate and up-to-date,

• All the deliverables provided under this Statement of Work will be based on NCIA templates or agreed with the project point of contact.
• All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCIA tools.

• This is a deliverables-based contract.
• The Contractor will be required to provide the service 100% ON SITE, NCIA CSU STAVANGER, NORWAY.
• NCIA will provide access to relevant networks and resources as required by the project.
• The work depicted in this SoW is expected to be carried by a single contractor.
• There might be requirements to perform out-of-hours work to support planned maintenance activities or delivery of critical services as well as to provide on-call support outside regular business hours.
• NCIA IT equipment will be provided (one NPCL laptop will be provided). This equipment can be used by one person only and is associated to that individual.
• The Contractor will be required to provide the service on-site at Stavanger, Norway as part of this engagement.
• There is no possibility to telework during this engagement – unless otherwise agreed with the project manager or implementation manager.
• This individual providing services under this RFQ will be part of the PAN Migration to NATO Public Cloud (NPCL) project.

• The security classification of the service will be up to NATO SECRET.
• The Contractor providing the services under this SoW is required to hold a valid NATO SECRET security clearance at the time of proposal submission.

• Travel costs are out of scope and will be borne by the NCIA separately in accordance to the provisions of the AAS+ Framework Contract. The Contractor will work under the direction and guidance of the NCIA designated representative.
• Travel arrangements should not be booked until there is a written confirmation from the NCIA designated representative.

• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
• Familiarity with Microsoft 365 services and tools, including Outlook, MS Teams, SharePoint Online, and OneDrive for Business.

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

• Experience with PowerShell scripting to automate routine support tasks.
• Proficiency in using Power Automate to create workflows and automate repetitive processes.
• Ability to identify and implement automation opportunities to enhance efficiency.

• 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 that can be transferred to a NATO Secret Security Clearance.