1. CONTEXT/INTRODUCTION

European Commission agency which provides high quality corporate solutions/information systems for the Research and Innovation Family, enabling the successful implementation of the Commission's Digital Transformation and EU policies.

They build and operate solutions in the areas of grants, experts and procurement management.

The target user community for the IT services provided in terms of application development, maintenance and end user support and assistance is the Research and Innovation Family, namely all Research DGs, Agencies, Joint Undertakings and external participants and beneficiaries involved in the research programme and all other EC institutions that adopt the IT systems tools above for their management of experts, grants and procurements.

2. DESCRIPTION OF THE TASKS

• User guidance and support regarding the use of information systems / ICT tools.

• Follow-up of incidents related to information systems and organisation of the reporting.

• Follow-up of user requests.

• Follow-up of bug reports.

• Document knowledge, known issues and transfer this knowledge to colleagues.

• Categorize and prioritize incoming tickets correctly and escalate where needed.

• Interaction with the business analysts, customer, users, project leaders and the developers.

LEVEL OF EDUCATION

Masters/Bachelors Degree

KNOWLEDGE AND SKILLS

• Following skills and knowledge are required for the performance of the above listed tasks:
• Proven knowledge in end user assistance and support of information systems.
• Good knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Knowledge of the office automation tools used in the contracting authority (MS-Office).
• Good IT skills.
• Excellent communication / writing skills.
• Ability to apply high quality standards.
• Very good communication skills with technical and non-technical audiences.
• Ability to participate in technical meetings and good communication skills.

NON-Technical skills:

• Capability of integration in an international/multicultural environment.
• Ability to work in multi-cultural environment, on multiple projects with multiple stakeholders.
• Ability to understand, speak and write English C1 (French will be an advantage).
• High degree of discretion and integrity is required.