For out client EC we are looking for Support Manager
1. DESCRIPTION OF THE TASKS
The external service provider provides first level support to end-users of SUMMA within the framework of the
SUMMA helpdesk. This covers among other things:
• Coordination between the SUMMA project team and the service support team
• Organization, implementation and maintenance of IS Support
• IS service management
• Provide users with the required information and manage the information sites
• Management and follow-up of users’ requests
• Participation in user, service and project meeting
• User guidance ad information mostly for financial information systems (SUMMA), considering this topic as
an asset for /SUMMA(SAP environment)
• Follow-up of service quality
• Management of incidents related to information systems; organization of the reporting
• Conception and organization of user documentation for information systems
• Maintain Knowledge Database
2. KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the hereunder listed tasks:
• Proven knowledge in end user assistance or support of information systems
• Knowledge of ITILwill be an asset
• Reporting, dashboarding and KPI statistics will be an asset
• Ability to balance a friendly work environment with high levels of productivity
• Proven ability to communicate effectively in an operational environment
• Excellent interpersonal communication skills to interact with users in a multilingual environment
• Ability to work in a cooperative manner with other staff members
• Ability to handle confidential and sensitive information with discretion
• Problem-solving skills, with the demonstrated ability to resolve situations utilizing knowledge of standard
deployment and release policies
• Good organizational skills with the ability to set priorities in an operational environment and meet deadlines
• Knowledge of ERP systems, especially SAP, will be a major advantage
• Knowledge of ABAC would also be an advantage.
In addition to the “Knowledge and skills”, one of more of the following:
(1) Knowledge of wiki, collaborative sites and social networks
(2) Experience in working in an ITIL organized service.
(3) Working knowledge of SQL (Structured Query Language)
(4) Knowledge of ERP SAPR3/SAP4HANA
3. Specific Expertise
• Knowledge in end user assistance or support of information systems
• Good knowledge of ITIL
• Good reporting skills
4. Certification and Standards
Following certificates & standards are required for the performance of tasks:
Optional certification: ITIL foundation certification.
5. Service Delivery
• The services shall be performed remotely in Near-site location allowing to reach the Commission
premises in Brussels within 2 hours.
• 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).