2024-0127 User Trainer (On-Site) M365 User Operations (NS) - FRI 28 Jun

NOTE: NATO has updated the RFQ number for this RFQ. The new RFQ number is 2024-0127 (was 2024-0124)

Deadline Date: Friday 28 June 2024

Requirement: User Trainer (On-Site) M365 User Operations

Location: Norfolk, VA, US

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: BASE period: 12th August 2024 – 31st December 2024

2025 Option: 1st January 2025 until 31st December 2025

Required Start Date: Start date is as soon as possible but not later than 12 August 2024

Required Security Clearance: NATO SECRET

1 INTRODUCTION

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for User Trainer (On‐Site), M365 User Operations, joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security‐centric and reliable IT Services.

NCI Agency – Cloud Operations Team

The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security‐by‐design approach, and ensuring a seamless transition to a modern, collaborative workplace environment.

To achieve these goals, we are building a Cloud Operations team under the Cloud Center of Excellence, operating under the NATO Enterprise Cloud Operating Model (NECOM). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO's IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services.

Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO's technological evolution and contribute to the security and efficiency of our operations.

NCI Agency – Cloud Centre of Excellence (CCoE)

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud‐based solutions, ensuring their effective and efficient implementation and  management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking a highly skilled User Trainer (On‐Site), M365 User Operations, to join our IT team. The M365 User Operations Trainer will be responsible for delivering comprehensive training sessions on Microsoft 365 and associated products to end‐users. This role focuses on providing introductions to core M365 products, including Windows 11 Enterprise, the Office 365 suite, MS Teams in its full functionality, OneDrive for Business, and SharePoint Online. Additionally, the trainer will cover essential security topics such as Microsoft BitLocker, Windows Hello for Business and Device Compliance within an Intune‐managed context. The ideal candidate will also be proficient in explaining Citrix Secure Private Access, with a focus on the Secure Workspace App. This position requires an on‐site presence, with the training role split between 50% classroom‐type sessions and 50% hands‐on assistance.

The trainer will be responsible for engaging users during training sessions, encouraging participation, and addressing questions. They will develop and maintain comprehensive training materials, including slides, handouts, and online resources, ensuring they are accessible and up‐ to‐date. In addition to classroom training, the trainer will provide one‐on‐one support, assisting users in adopting and effectively using M365 tools and addressing any specific needs or concerns they may have.

Performance monitoring will be a critical aspect of this role, with the trainer tracking and evaluating the effectiveness of training sessions, gathering participant feedback, and identifying areas for improvement. The trainer will also provide basic knowledge and training on additional M365 tools such as Planner, Bookings, Forms, Stream, Viva, and Power Automate, demonstrating how these tools integrate with core M365 products to enhance productivity and collaboration.

Strong communication skills are essential, as the trainer must provide clear and concise explanations, foster a positive and interactive learning environment, and offer follow‐up support to ensure high levels of user satisfaction. Proficiency in English is required, and French language skills are desirable. If you are a motivated individual with strong training skills and a passion for helping users effectively utilize M365 tools and services, we invite you to apply and join our dynamic team.

2 OBJECTIVES

The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security‐centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.

The objective of this statement of work is to establish a support and operating model for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services.

3 SCOPE OF WORK

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the User Trainer (On‐Site), M365 User Operations will be supporting the following activities:

1) M365 Introduction:

a. Conduct training sessions on the core functionality of Microsoft 365 and its core products.

b. Provide hands‐on demonstrations, support practical demonstrations and the ability to transition those into real‐world examples.

c. Develop training materials and user guides tailored to different skill levels.

d. Update training content to reflect the latest M365 features and best practices.

2) Windows 11 Enterprise and Office 365 Suite:

a. Train local users on the features and core product functionalities of Windows 11 Enterprise.

b. Provide detailed instructions on using the Office 365 suite (including Word, Excel, PowerPoint, Teams, and Outlook).

c. Assist users in transitioning from older versions of Windows and Office to the latest versions.

d. Offer troubleshooting tips and best practices for optimal usage and assist users with technical challenges during walk in training sessions.

3) MS Teams, OneDrive, and SharePoint Online:

a. Conduct sessions focused on collaboration tools such as MS Teams, OneDrive, and SharePoint Online.

b. Demonstrate how to effectively use these tools for communication, file sharing, and team collaboration.

c. Provide practical examples of how these tools can enhance productivity.

d. Address common user issues and provide solutions.

4) Security Training:

a. Educate users on security best practices, including the use of Microsoft BitLocker and Windows Hello for Business.

b. Explain the importance of Device compliance in an Intune‐managed context.

c. Conduct sessions on the Company Portal and how to use it for managing devices.

d. Provide guidelines for maintaining data security and privacy, and core functionality of M365 and Windows 11.

5) Citrix Secure Private Access:

a. Train users on the Secure Workspace App within Citrix Secure Private Access.

b. Explain how to securely access corporate resources using Citrix Secure Private Access.

c. Provide best practices for maintaining security while using Citrix SPA on your device.

d. Address any user concerns or questions regarding Citrix SPA as technical Reach Back Solution.

6) Communication and Interaction:

a. Engage with users during training sessions to encourage participation and questions.

b. Provide clear and concise answers to user queries.

c. Foster a positive and interactive learning environment.

d. Offer follow‐up support to users after training sessions.

7) Training Material Development:

a. Create comprehensive training materials, including slides, handouts, and online resources.

b. Develop step‐by‐step guides and FAQs for common user issues.

c. Ensure training materials are accessible and easy to understand.

d. Regularly update materials to reflect new features and changes.

8) User Support:

a. Provide ongoing support to users to help them adopt and effectively use M365 tools.

b. Offer one‐on‐one assistance to users with specific needs.

c. Monitor user feedback and adjust training methods accordingly.

d. Assist the technical support team with expertise, if help is needed.

9) Performance Monitoring:

a. Track and evaluate the effectiveness of training sessions.

b. Gather feedback from participants to improve future training.

c. Identify areas where users may need additional training or support.

d. Report on training outcomes and user satisfaction to the local Implementation Manager.

10) Additional M365 Tools:

a. Provide basic knowledge and training on other M365 tools such as Microsoft Planner, Microsoft Bookings, Microsoft Forms, and Power Automate.

b. Demonstrate how these tools integrate with core M365 products.

c. Offer examples of how these tools can be used to enhance productivity and collaboration.

d. Address common user issues and provide practical solutions for these tools.

11) Collaboration with IT Teams:

a. Work closely with other IT teams to ensure cohesive printing and scanning strategies.

b. Collaborate on cross‐functional projects and initiatives, such as network upgrades and security improvements.

c. Provide expertise and support for printing and scanning‐related projects.

d. Participate in IT forums and discussions to share knowledge and best practices.

The contractor will be part of a team providing On‐Boarding and Implementation Support, ensuring the secure, available, managed and compliant delivery of Public Cloud Services to NATO and its Strategic Commands.

The contractor will work on‐site at HQ SACT, Norfolk, Virginia (United States of America).

The measurement of execution for this work is sprints, with each sprint planned for a duration of 1 week.

4 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from the work on this statement of work:

Deliverable 01: 18 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority.

2025 OPTION: 01 January 2025 to 31 December 2025

Deliverable 01: Up to 46 sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the work

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority.

5 COORDINATION AND REPORTING

The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Operation Managers / Team Leaders instructions. For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.

6 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance is as soon as possible but not later than 12th August 2024 and will end no later than 31st December 2024.

If the 2025 option is exercised, the period of performance is 01st January 2025 to 31st December 2025

7 CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.

All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools.

8 SECURITY

The duties of the consultants require a valid NATO SECRET security clearance.

All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.

With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.

9 PRACTICAL ARRANGEMENTS

The contractor will be required to work on‐site, with the duty location being NORFOLK / VA / USA.

The contractor will be required to obtain working permission for on‐site work in North America.

The contractor may be required to travel, infrequently, to other NCI Agency locations as part of his role, for periods not exceeding 2 weeks. Travel expenses will be reimbursed to the individual directly (outside this contract) under NATO rules.

This individual hired for this position will be part of a team of two. The training execution plan does foresee the presence of both trainers during each classroom training.

It is a responsibility of the two individuals to ensure availability, uninterrupted, for the full period of execution.

This individual hired for this position will be part of the NCIA Cloud Operations Team.

10 QUALIFICATIONS

[See Requirements]

Requirements

10 QUALIFICATIONS

The consultancy support for this work requires an experienced User Trainer (On‐Site), M365 User Operations with the following qualifications:

1) M365 Products:

• In‐depth knowledge of Microsoft 365 core products (Windows 11 Enterprise, Office 365 suite, MS Teams, OneDrive, SharePoint Online).
• Ability to explain features and functionalities clearly.
• Experience in developing training materials and conducting sessions.
• Ability to update training content based on new features and updates.

2) Windows 11 Enterprise and Office Suite:

• Proficiency in Windows 11 Enterprise and the Office 365 suite.
• Experience in training users on transitioning to new software versions.
• Ability to troubleshoot common issues and provide best practices.
• Skill in creating user‐friendly training materials.

3) Collaboration Tools:

• Expertise in MS Teams, OneDrive, and SharePoint Online.
• Ability to demonstrate effective use of these tools for communication and collaboration.
• Experience in addressing user issues and providing solutions.
• Skill in enhancing productivity through collaboration tools.

4) Security Training:

• Knowledge of security best practices, including Microsoft BitLocker and Windows Hello for Business.
• Experience in training users on device compliance and data security.
• Ability to explain the Company Portal and its functionalities.
• Skill in providing guidelines for maintaining privacy and security.

5) Intune Managed Device Compliance:

• Proficiency in Intune device management, including policy configuration and compliance management.
• Experience in training users on using Intune for device compliance and security.
• Ability to explain the functionalities of the Company Portal and how to manage devices.
• Skill in providing best practices for maintaining device compliance.

6) Citrix Secure Private Access:

• Proficiency in using and explaining Citrix Secure Private Access and Secure Workspace App.
• Ability to train users on secure access to corporate resources.
• Experience in addressing security concerns related to Citrix.
• Skill in providing best practices for Citrix usage.

7) Communication Skills:

• Excellent verbal and written communication skills.
• Ability to engage and interact with users during training sessions.
• Skill in providing clear and concise answers to user queries.
• Proficiency in creating a positive and interactive learning environment.

8) Training Material Development:

• Experience in creating comprehensive and user‐friendly training materials.
• Ability to develop step‐by‐step guides and FAQs.
• Skill in ensuring training materials are accessible and up‐to‐date.
• Proficiency in using various formats for training materials (slides, handouts, online resources).

9) User Support:

• Strong support skills to help users adopt and effectively use M365 tools.
• Experience in offering one‐on‐one assistance and follow‐up support.
• Ability to monitor user feedback and adjust training methods.
• Skill in creating a support system for user assistance.

10) Performance Monitoring:

• Ability to track and evaluate the effectiveness of training sessions.
• Experience in gathering and analyzing feedback from participants.
• Skill in identifying areas for additional training or support.
• Proficiency in reporting on training outcomes and user satisfaction.

11) Additional M365 Tools:

• Basic knowledge of other M365 tools such as MS Planner, MS Bookings, MS Forms, MS Spaces, and MS Power Automate.
• Ability to demonstrate how these tools integrate with core M365 products.
• Experience in enhancing productivity through these additional tools.
• Skill in addressing user issues and providing practical solutions for these tools.

12) Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.

This role is critical for maintaining efficient IT support operations and ensuring users receive timely and effective assistance with their devices and Microsoft 365 services. As a User Trainer, M365 Operations, you will support training of a complex user community in a military command. You play a key role in the implementation and transition to M365, ensuring a successful user on boarding. If you are a motivated individual with strong communication skills, full proficiency in English, and a passion for teaching and learning, we invite you to apply and join our dynamic team.