2025-0272 L2 Support for IEMS Service Desk and Helpdesk (NS) - THU 4 Sep

<p><strong>Deadline Date:</strong> Thursday 4 September 2025 </p><p><strong>Requirement:</strong> L2 Support for IEMS Service Desk and Helpdesk</p><p><strong>Location:</strong> Mons, BE</p><p><strong>Full Time On-Site: </strong>Yes</p><p><strong>Time On-Site: </strong>100%</p><p><strong>Period of Performance:</strong> 2025 BASE: As soon as possible but not later than 06th October 2025 – 31st December 2025, with the possibility to exercise following options:</p><p>2026 option 1: 01st January 2026 – 31st December 2026</p><p>2027 option 2: 01st January 2027 – 31st December 2027</p><p>2028 option 3: 01st January 2028 – 31st December 2028</p><p><strong>Required Security Clearance:</strong> NATO SECRET</p><p> </p><p><strong>1 INTRODUCTION</strong></p><p>The NCI Agency (hereafter referred to as the “Purchaser”) is seeking an L2 Support for IEMS Support Engineer (Service Desk and Helpdesk) to provide ongoing support for the NBAC Business Area for the Integrated Engineering Management System (IEMS) Application Service. This role will focus on ensuring continued L2 support for existing applications while also offering expert guidance and consultation on other Business Applications when required.</p><p><strong>2 OBJECTIVES</strong></p><p>This statement of work covers the functions of L1 Support for IEMS Service Desk and Helpdesk for the Service Support and Business Applications Team, as detailed in the “Scope of Work” section below.</p><p>The selected resource to provide services under this SOW will report periodically to the local NCIA Service Delivery Manager on the progress of the work.</p><p><strong>3 SCOPE OF WORK</strong></p><p>Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:</p><p><u>1) End-User Support:</u></p><p>a) Provide second level support for end-user queries.</p><p>b) Troubleshoot and resolve software issues, ensuring minimal disruption to users.</p><p>c) Troubleshoot and resolve software problems, ensuring efficient use and problem resolution.</p><p><u>2) Incident Logging and Tracking:</u></p><p>a) Log and track support incidents using the helpdesk ticketing system.</p><p>b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.</p><p><u>3) Escalation:</u></p><p>a) Escalate complex issues to Level 3 support or appropriate teams when necessary.</p><p>b) Follow up on escalated issues to ensure timely resolution and user satisfaction.</p><p><u>4) Knowledge Base Management:</u></p><p>a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.</p><p>b) Share knowledge and best practices with team members to improve overall service quality.</p><p><u>5) User Education:</u></p><p>a) Provide users with guidance and training on best practices for using IEMS.</p><p>b) Promote self-service tools and resources to empower users and reduce support requests.</p><p><u>6) Technical:</u></p><p>a) Installation and configuration of server operating systems.</p><p>b) Configuration and administration of web and database servers.</p><p>c) Service monitoring and reporting.</p><p>d) Contributing to disaster recovery planning process.</p><p>e) Maintaining system documentation.</p><p>f) ORACLE DATABASE and ORACLE APPLICATION SERVER (OAS) management in production and test environment:</p><p>• application installation, configuration and testing,</p><p>• hardening database and application servers,</p><p>• installation, configuration and updating development and management tools,</p><p>• data dictionary management (relational integrity),</p><p>• management of user accounts and access rights,</p><p>• daily service monitoring: accessibility, disk space allocation, processes status, etc.</p><p>• tracking ORACLE bugs via My Oracle Support,</p><p>• maintaining design and system documentation.</p><p><u>7) Communication and Collaboration:</u></p><p>a) Communicate effectively with users to understand their issues and provide clear instructions.</p><p>b) Collaborate with IT teams to resolve issues and improve service delivery.</p><p>We envision the above activities to be delivered by one Support Engineer (L2 Support) that will be part of a team providing Technical Level 1 and Level 2 support and overall IEMS support to SHAPE.</p><p>The services related to the activities above will be delivered in Sprints, and each sprint will have the duration of 5 working days. The contractor will provide support during weekdays, following standard business hours.</p><p><strong>4 SPRINTS PLANNING, EXECUTION, REVIEW AND PAYMENT:</strong></p><p>Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review pro