Support Manager

NATURE OF TASKS
 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
 Follow-up of service quality
 Management and follow-up of user requests
 Guidance regarding the use of information systems
 Management of incidents related to information systems; organisation of the reporting
 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

LEVEL OF EDUCATION
 Min. Bachelor's level or 3 years of higher education

SPECIFIC EXPERTISE AND TECHNOLOGIES
At least 1 year of specific expertise in Knowledge in end user assistance or support of information systems
At least 1 year of specific expertise in Good knowledge of ITIL, scrum, agile, Prince 2, PM2
At least 1 year of specific expertise in Knowledge of wiki, collaborative sites and social networks
At least 1 year of specific expertise in Good reporting skills
At least 5 years of specific expertise in Knowledge of confluence and Jira

KNOWLEDGE AND (NON-TECHNICAL) SKILLS
 Good IT skills
 Excellent communication / writing skills.
 Ability to give presentations.
 Ability to apply high quality standards
 Ability to participate in multi-lingual meetings, good communication skills.
 Capability of working in an international/multicultural environment, rapid self-starting capability and experience in working in team; leadership capability
 Able to cope with the needs of multi-language site deployment.

Due to the particular nature of a large international organisation such as the European Commission, candidates should also have the following non-technical skills:
 Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;
 Ability to participate in multilingual meetings;
 Ability to work in multi-cultural environment, on multiple large projects;
 Excellent Team Player
 Ability to understand, speak and write other EU official languages will be an advantage;
 High degree of discretion and integrity is required as the applications managed and maintained in SANTE.R.4 contain personal and confidential data

CERTIFICATION AND/OR STANDARDS
 OPTIONAL CERTIFICATION: ITIL foundation certification

*Please note that the client doesn't offer sponsorship.