Company Description

Arηs Group – part of Accenture - is a market leader in the management of complex IT projects and systems. Founded in Luxembourg in 2003, we have grown to encompass 12 entities worldwide, employing over 2,500 employees in Luxembourg, Belgium, Greece, Italy, Portugal and Bulgaria. With our focus on getting things done, we help our clients achieve their goals with best-of-breed solutions, superior execution and exceptional services. We offer bespoke software development, data science, infrastructure, digital trust and mobile development to government institutions at national and European level, telecom providers, and financial institutions, among others. Our bold company culture is built around working hard and playing hard, with a flat and agile structure that lends itself to efficiency and employee empowerment. We value our diverse workplace of close-knit teams and provide a place where everyone can be supported to learn and evolve.

Job Description

ARHS Group – part of Accenture – is looking for a Support Manager for one of its clients in the EU Institutions in Brussels.

Context

After 2.5 years of experimenting and prototyping around Artificial Intelligence (AI) applied to policymaking and policy-enforcement, the client is transforming the outcome of the latter innovation work into actual AI services and tools that bring value to policy officers.

Role & responsibilities

• Organizing, implementing and maintaining the support of AI systems and AI service delivery.
• Coordination of support and business analysis teams.
• Elaboration and implementation of relevant support processes.
• IS service management and improvement.
• Liaising with the respective project teams, the AI operations contractors and the AI Innovation team.
• Proactive update, extension and improvement of the client’s AI services and its catalogue, e.g. based on the results and prototypes coming from the AI Innovation team or the wider AI community.
• Coordination of wiki sites, collaborative sites, service catalogue. Documentation and drafting of service-related artefacts, processes, etc.
• Communication on and promotion of the AI service catalogue.
• Management and follow-up of user requests.
• Follow-up of service quality.
• Provide guidance regarding the use of AI systems and services, both the ones delivered by the client and the ones available as “corporate” solutions at the organization.
• Management of incidents related to information systems or service delivery; organization of the reporting and lessons learned.
• Conception and organization of user documentation and communication materials for information systems and service delivery.
• Conception and management of system and service training courses and knowledge transfer materials.
• Participation in user, service and project meetings.

Qualifications

Your profile

• University degree or equivalent experience
• Excellent interpersonal skills.
• Excellent written and oral communication skills.
• Drafting and technical writer skills.
• Analytical mind and business-oriented thinking.
• Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team.
• Ability to understand, speak and write in English (C1 – Proficient user).
• Knowledge of public administration processes, such as policy preparation and evaluation, institutional decision-making, work programme definition, policy implementation and monitoring, incident detection and investigation.
• High degree of discretion and integrity is required as the applications managed and maintained contain personal and confidential data.
• Knowledge of the public health domain would be considered an asset.
• Knowledge of the food safety domain would be considered an asset.

Technical skills

• Knowledge in end user assistance or support of information systems
• Good knowledge of ITIL
• Knowledge of wiki, collaborative sites and service
• Good reporting and drafting skills
• Knowledge of confluence, Jira, SharePoint, or equivalent
• Practical application of advanced solutions in the wider area of “artificial intelligence”: Natural Language Processing, Large Language Models, data mining solutions, advanced visual analytics and business intelligence solutions, linked data, knowledge graphs & semantic interoperability

Certifications

ITIL foundation certification would be considered an asset

Additional Information

Don’t hesitate! Join our team

What you’ll get:

An informal hierarchy and work environment:

Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

An attractive salary package:

With an attractive salary and benefits package – including advantageous fringe benefits – you’ll be paid for what you love to do.

A strong corporate culture:

You’ll join a dynamic team of smart and ambitious people. From the way we hire to the way we relate to our clients – our values form the foundation of the way we work.

Learning & development opportunities:

We constantly invest in our people and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.

Exciting projects:

You’ll take ownership of various projects for both public and private clients: calling for creativity and innovation, at the cutting-edge of technology.

A rock-solid company:

With more than 200 customers, and 15% turnover growth in FY2022, you’ll join a business with a sustainable and growth-oriented plan.

But let’s talk about it face to face!

You have the qualities listed above? Please, send us your CV, which will be processed in full confidentiality.

You don’t have all the above requirements but own a great part of them? You can send us your CV too because we will give you the opportunity to grow with us.