Training Services and Customer Support Administrator

Training Services and Customer Support Administrator — C004847/1

Main duties

• Manage the preparation, coordination, approval and release of customer proposals, agreements and amendments.
• Support delivery of NCI Academy education and individual training services in line with agreed service levels.
• Ensure deliverables meet agreed costs, schedules and quality standards, including sign-off and change management.
• Act as a customer focal point, resolving contract and service-related issues and supporting customer engagement.
• Maintain customer support knowledge, onboarding guidance, satisfaction information and lessons learned.
• Manage assigned tasks, work packages and resources, and monitor service performance metrics.
• Maintain accurate business data, business intelligence outputs and SharePoint content.
• Produce quarterly training delivery reports and coordinate with Finance to ensure accurate, timely invoicing.
• Support daily Academy business operations and improve processes through reviews, automation and tool enhancements.

Essential requirements

• Bachelor’s degree from a nationally recognised/certified university in a related discipline, plus two years of relevant experience.
• At least three years’ service or project management experience in a training environment, including management of people, budgets and time.
• Experience in training, education or mission-support environments involving communications and information systems (CIS).
• Previous experience in multinational/international and combined military–civilian environments.
• Experience in business development, pricing estimation and proposal development.
• Proven analytical skills and ability to produce business intelligence for decision-makers using tools such as Power BI.
• Proven customer relationship management experience and excellent communication skills.
• Excellent Microsoft Office skills, particularly advanced Excel.
• Fluent English, including the ability to read and write technical user documentation.

Desirable requirements

• Experience working for NATO agencies or organisations.
• Knowledge of NATO responsibilities and organisation, including ACO and ACT.
• Experience in customer engagement techniques, survey management and data analysis.
• In-depth knowledge and practical experience of ServiceNow Project Management.
• Experience with Oracle financial management tools and Jira.
• Experience in design and creative thinking, and Lean Six Sigma principles.

Assignment details