2025-0012 Service Level Data Analyst (NS) - MON 12 May RELAUNCH

Bidding Instructions - Technical Proposal

Bidders shall submit a proposal clearly providing the following information:

a. The proposed approach to address the required scope of work and the defined deliverables (maximum 10 pages, A4 size), addressing the minimum requirements from the Statement of work (Annex A).

b. CV of the assigned resource for the project.

Deadline Date: Monday 12 May 2025

Requirement Title: Service Level Data Analyst

Location of Performance: Braine-l'Alleud, BE

Full time on-site: Yes

Period of performance: 2025: As soon as possible but no later than 16th of June 2025 to 31st of December 2025

• 2026 Option: 1st of January 2026 until 31st of December 2026

• 2027 Option: 1st of January 2027 until 31st of December 2027

• 2028 Option: 1st of January 2028 until 31st of December 2028

Required Security Clearance: NATO SECRET

1 PURPOSE

The purpose of this Statement of Work (SOW) is to provide an outline of deliverables and performance expectations for the services to be rendered by the Contractor(s). This document will serve as the basis for Contractor bidding and selection. Contractors are expected to submit proposals based on their ability to meet the outlined deliverables within the specified timelines.

The deliverables will be scheduled to ensure they do not exceed the contract value divided over 12 (twelve) months. In exceptional circumstances, the parties will agree on an alternative schedule.

2 INTRODUCTION

The NATO Information and Communication Agency (NCIA) located in Braine L’Alleud, Belgium, is currently involved in the development and support of new and existing capabilities for NATO. In light of these activities, the NATO Digital Workplace Centre (NDWC), within the framework of its mandate, is adapting innovative and secure communications solutions for NATO staff across the Enterprise.

In order to improve the service delivered, NDWC is looking for a Business Data Analyst to monitor service performance, and to assist the Management in establishing and preserving clear definition for Service measures and metric.

These tasks are all geared toward the realization of NDWC’s 2030 objectives. Specifically, the Lines of Efforts are the following:

- Design reports to help Chiefs, Service Area Owner (SAO) and Service Delivery Managers (SDMs) understand operational behavior and consolidated service performance and trends

- Work with other business areas to integrate datasets, enabling automation in report generation and enhancing data analysis

- Provide daily reports for operational activities, weekly reports on SLA trends, incidents, and ticket distribution, and rolling monthly and quarterly reports with comprehensive performance metrics.

- Create dashboards that align with agency standards, offering a high-level view of service metrics for decision-makers

The work shall be primarily conducted at the NCI Agency in Braine L’Alleud, but may involve some travel to other NATO and NCI Agency entities.

3 OBJECTIVES

The deliverables from the Statement of Work refer to tangible or intangible outputs of the service delivery strategy.

The main objectives of this Statement of Work can be summarized as follows:

i. Design, generate and present Service Level Management reports

ii. Work independently to gather data from different domains and propose improvement to drive data integration and automation

iii. Support the Higher Management and the SAOs/SDMs in collecting requirements and designing dedicated statistical view over the data

iv. Support Monthly and Quarterly meetings with Chiefs/SAOs/SDMs

4 SCOPE OF WORK and ASSOCIATED DELIVERABLES

4.1 Service monitoring for Operations

4.1.1 Scope

The Data Analyst plays a crucial role in monitoring service delivery by leveraging data to track performance, identify issues, patterns, and provide insights that enhance service quality and performance.

In this scenario, the Data Analyst collects requirements from the SAOs/SDMs to implement descriptive statistical reports on Power BI Dashboards, to evaluate trends and metric at operational level, daily, weekly and monthly.

4.1.2 Deliverables

4.1.2.A A requirements analysis document, outlining all necessary specifications for the Operational Dashboard

4.1.2.B Design and present mockup of the reports to implement in the Operational dashboard

4.1.2.C Implement the approved reports in the Operational dashboard

4.2 Service monitoring for Executives/Decision Makers

4.2.1 Scope

The objective is to implement an Analytic Dashboard to summarize monthly and