2025-0174 L3 Application Support for HR and CIS Security (NS) BELGIUM - 10 Jun

Deadline Date:  Tuesday 10 June 2025
 
Requirement:   L3 Application Support (HR Applications and CIS Security Support)
 
Location:  Braine l’Alleud, BELGIUM
 
Full Time On-Site:  No
 
Time On-Site:  50%
 
Not to Exceed:  2025 Base: 3,847 EUR NTE/sprint (25 sprints, total NTE 96,187 EUR) 2026, 2027 and 2028 OPTIONS
 
Period of Performance:  2025 BASE: 21 July 2025
 
Required Security Clearance:  NATO SECRET
 
Introduction:
The NCI Agency (hereafter referred to as the “Purchaser”) is seeking an L3 Application Support Engineer (HR Applications & CIS Security Support) to provide ongoing support for the NBAC Business Area for the Personnel Management Application Service. This role will focus on ensuring continued L3 support for existing HR applications while also offering expert guidance and consultation on CIS Security efforts when required.
 
Objectives:
The Personnel Management Application Service is an integrated service which consisting of multiple flavors, which provides software applications for personnel management, ID card management, installation access management, entitlements management; and enables business users to provide HR and personnel services across NATO (ACO commands, ACT, NCIA).
 
This Statement of Work aims to enhance the support model for NBAC Personnel Management Application Service, focusing on maintaining existing applications while providing support for CIS Security evaluation.
 
The ideal candidate should have:

• Expertise in COTS application deployment and support
• Strong background in cloud technologies (Azure/AWS)
• Proven experience in configuring and supporting: RLDatix ‐ DefenceSuite / OneView (APMS), Creative Information Technology – manageID (AMIS), PNMSoft Sequence
• Strong analytical, problem‐solving, and organizational skills
• The ability to document processes and provide training on tools and best practices.

• Configure CI/CD Pipelines
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

• Provide third‐level support for end‐user queries.
• Troubleshoot and resolve software issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.

• Provide users with guidance and training on best practices for using HR Applications.
• Promote self‐service tools and resources to empower users and reduce support requests.

• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by the NBAC.
• Monitoring HR Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.

• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

• The contractor’s personnel shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Service Delivery Manager / Team Leaders instructions.
• At the end of the project, the Contractor shall provide a Project Closure Report that is summarizing the activities during the period of performance at high level.
• The contractor must conduct the following reviews:
• A daily ‘touch point’ between NCIA POC and the contractor’s POC to ensure service is on track
• Draft versions of the reports where the supplier’s POC presents the draft report to the customer, with the opportunity for the customer to provide feedback and implement uplifts.
• Final versions of the reports where the incumbent presents and delivers the final report to the customer.

• All the deliverables provided under this statement of work will be based on NCI Agency 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 NCI Agency tools.

• The duties of the consultant require a valid NATO SECRET security clearance.
• All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.
• With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.

• Place of Performance: The contractor shall support the NCIA on‐site for up‐to 50% of time in the NCIA Braine L'Alleud, Belgium premises during contract performance. Contractor can provide services remotely for up‐to 50% of the remaining time from a NATO country as per NATO Security Policy. The remote performance could be increased depending on status of the project with agreement of the line manager; in this case, the competed price remain unchanged.
• Hours of Operation: The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the Braine l’Alleud calendar.
• Additionally, there might be a need that during the services to be provided can include weekdays, weekends, and national holidays. These outside business hours are followed by a subsequent 1‐day off period (max 1 sprint per month).
• NCI Agency in Braine l’Alleud Recognized Business hours/Holidays: NCI Agency in Braine l’Alleud official holiday schedule applies and will be provided to the contractor.
• Contractor Furnished Services: Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.
• NCIA Furnished Property and Services: Access to relevant networks and environments will be provided by NCIA. Service is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency, for the duration of this contract, and is to be returned upon completion of the contract.
• Travel: Travel costs from off‐site of Contractor location to on‐site to Braine L'Alleud, Belgium shall be included in the sprint costs. Other Travel 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. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price.
• Other: The service depicted in this SOW is expected to be carried by a SINGLE RESOURCE.

• Understanding of end‐user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory.
• Expert knowledge of Microsoft SQL Server 2016‐2022 and IIS based web servers.
• Expert knowledge of networking infrastructure.
• Strong background of cloud technologies and deployment.
• Expert knowledge of PKI.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
• Experience and good knowledge of the following COTS technology: GENPACT Sequence Kinetics or Sequence Cora; CITI Manage ID; RLDATIX DefenceSuite / OneView
• Experience in human resource (HR) IT applications related to personnel, posts, organizations, identity management and badges;
• Experience (at least two years) in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non‐functional requirements for Operations & Maintenance); SW change management and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools.
• Knowledge of NATO HR processes;
• Knowledge and experience in state‐of‐the‐art technologies, relevant to software engineering: Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications; Application server technologies and Relational data base management systems; programming languages and platforms like .NET, C#, JAVA, JavaScript;

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

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• 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.
• Prior experience of working in an international environment comprising both military and civilian elements;