Training Services and Customer Support Administrator

Training Services and Customer Support Administrator (C004847/1) at NCI Academy, Braine-l'Alleud, Belgium.

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: Equivalent NATO grade G17; Location NCI Academy, Braine-l’Alleud, Belgium; Working arrangement Full-time, on-site at the NCI Academy office; Required security clearance NATO Secret.