For out client EC we are looking for CRM Specialist
1. DESCRIPTION OF THE TASKS
In addition to the tasks specified in the DIGIT-TM II Service Requirements document, the following main
tasks will be performed by the external service provider:
• Assistance in providing end-user support, problem analysis, escalation to higher support levels,
reporting
• Management of user access and security
• Definition of change management strategies, providing classroom and distance training and coaching
sessions
• Development and maintenance of end user documentation, e-learning videos, communication
campaigns
• Development and maintenance of Information Systems testing scenarios (evolutive maintenance and
non-regression testing)
• Assistance in analysis, deployment, evaluation and reporting.
• Management of collaborative tools (Confluence Wikis, JIRA, SharePoint, M365…)
• Follow-up of service quality
• Participation in technical working groups, progress meetings and meetings with end users, business
managers and the project team (business analysts, project managers and developers)
2. KNOWLEDGE AND SKILLS
The skills as defined in the service requirements of ESP-DIGIT-TM II for the above-mentioned profile are
applicable.
The following skills and knowledge are requested for the performance of the above listed tasks
• Excellent ease of communication in English and French (both verbal and written); other additional
EU languages will be considered important assets.
• In-depth knowledge and experience in user support, including the ability to analyse and solve
problems efficiently and fast, the application of ITIL, the management of access rights and security
• In-depth knowledge and experience in user training, including
o Strong facilitation and influencing skills
o Strong skills in developing and providing business and technical presentations/trainings to
technical and non-technical audiences
o Experience in providing training / coaching sessions both onsite and from a distance
o Good knowledge and experience in production of e-learning material, of e-learning tools,
and knowledge management and sharing
• In-depth knowledge and experience in system testing (evolutive maintenance and non-regression)
• In-depth knowledge and experience in producing and maintaining clear and structured technical
documents, user documentation and communication
• Good knowledge and experience of workflows and document management information systems
• Knowledge of Commission administrative and briefing procedures as well as financial policy
procedures would be an asset
• Knowledge and experience on users’ needs and requirements collection, classification and
prioritization
• Knowledge on Business Cases and/or User Stories
• Ability to review of the IT deliverables for their conformance to the Business/User requirements
• In-depth knowledge and experience on collaborative tools such as Confluence Wikis, JIRA
SharePoint, M365 collaborative tools
• Ability to cope with fast changing technologies used in support, training and collaborative tools
3. Specific Expertise
Expertise as defined in the service requirements of ESP-DIGIT-TM II for the above-mentioned profile is
applicable.
Following specific expertise is mandatory for the performance of tasks:
• at least 5 years of specific expertise in customer relationship management practices1
• at least 5 years of specific expertise in customer relationship management tools and user support
management tools (e.g. SMT, Service Now, JIRA, etc.)
• at least 5 years of specific expertise in the management of user access and security
• at least 5 years of specific expertise in training and coaching, including on Information Systems
• at least 5 years of specific expertise in distance learning tools (e.g. Virtual classroom tools such as
Teams, WebEx) and e-learning authoring tools (e.g. Captivate, Snagit)
• at least 5 years of specific expertise in Information Systems communication
• at least 5 years of specific expertise in Information Systems testing (evolutive maintenance and nonregression testing)
• at least 5 years of specific expertise in business processes, workflows and document management
information systems
• at least 5 years of specific expertise in the use of Atlassian collaborative tools (e.g., Confluence and
Jira) and Microsoft Office
• at least 3 years of specific expertise in using tools to build stakeholder maps
• at least 3 years of specific expertise in using tools to build adoption dashboards and reports
4. Certification and Standards
No certificates & standards are required for the performance of tasks.
5. Service Delivery
The services shall be performed remotely in Near-site location allowing to reach the Commission
premises in Brussels within 2 hours.
• The laptop will be provided by the Commission.
• The external service provider may be requested to participate in the meetings with the Commission’s
services in Brussels (and exceptionally in other locations).