Workflow & Process Analyst for NATO with security clearance

Would you like to join the leading international intergovernmental organization?

We are seeking a NIAPC Content & Workflow Manager to oversee the delivery of outcome-based services for the NATO Information Assurance Product Catalogue (NIAPC). This role sits within the NATO Cyber Security Centre (NCSC), a team of over 200 members responsible for monitoring and protecting NATO networks.

Responsibilities:

Controlled Intake & Processing (D1)

• Register, process, and close all NIAPC requests using approved JIRA workflows with full traceability

• Maintain 0 orphaned requests and ≥90% workflow adherence

• Monitor backlog to ensure it never exceeds 20% per content item (SLA2)

Catalogue Accuracy (D2)

• Reflect 100% of approved products/vendors in the NIAPC catalogue within expected delays

• Update expired product status within 8 hours; vendor contact info within 1 working day

• Adhere to SLA1: 4-hour max from approval to publication

Process Transparency (D3)

• Document all workflows in JIRA/Confluence and maintain for audit and CSI purposes

• Ensure key decisions and changes are recorded and traceable

Stakeholder Communication (D4)

• Notify vendors and NATO users of major incidents or service-impacting changes within 15 minutes (SLA3)

• Maintain documented, timestamped, traceable communication records

Service Reporting (D5)

• Deliver three monthly reports (R1: request metrics, R2: stakeholder summary, R3: platform availability/visitors) by the 5th working day of each month

• Maintain 100% on-time delivery with professional English (STANAG 6001 Level 3)

Essential Qualifications & Experience:

• 5 years’ experience of execution and governance of workflow-based service requests

• 3 years’ experience in catalogue and content lifecycle management in regulated or public-sector environments

• 3 years’ experience in management of multi-stakeholder approval workflows (NATO entities, Nations, vendors)

• 3 years’ experience in maintenance of traceability, accuracy, and auditability of service outputs

• Production of service performance reports, including KPI and trend analysis

• Demonstrated experience in the use of service management and collaboration tools (e.g. Jira, Confluence) to evidence delivery

• Strong written professional communication skills suitable for policy-driven and politically sensitive contexts

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.