Support Manager

EU Nationality Required Due to Security Clearance

DESCRIPTION OF THE TASKS

Following tasks will be performed by external service provider:

• Organisation, implementation and maintenance of (IS) support.

• Coordination of support teams.

• IS Service management.

• Coordination with the project teams.

• Coordination of wiki sites, collaborative sites or social networks.

• Mastering of information sites and maintenance of the unit's knowledge base.

• Follow-up of service quality in the context of incident, problem and impediment management.

• Management and follow-up of user requests.

• Guidance regarding the use of information systems.

• Management of incidents related to information systems.

• Experienced in Access Management

• Conception and organisation of user documentation for information systems.

• Conception and management of IS and ICT trainings.

• Participation in user, service and project meetings.

• Elaboration and implementation of relevant support processes.

• User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail.

KNOWLEDGE AND SKILLS

Following skills and knowledge are required for the performance of the above listed tasks:

• Proven knowledge in end user assistance or support of information systems, especially in the

context of business workflow applications.

• Good IT skills. Work experience with SAP, and Oracle is a plus.

• Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance.

• Excellent communication / writing skills.

• Proven experience in Access Management

• Experienced in Information Security.

• Good knowledge of the office automation tools used in the Commission (MS-Office).

• Good reporting methods.

• Ability to apply high quality standards.

• Very good communication skills with technical and non-technical audiences.

• Analysis and problem solving skills.

• Capability to write clear and structured technical documents.