For out client EC we are looking for Support Manager
1. DESCRIPTION OF THE 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
2. KNOWLEDGE AND 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.
▪ Ability to work in multi-cultural environment, on multiple large projects;
▪ Excellent Team Player
▪ Ability to understand, speak and write English C1, others 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
3. Specific Expertise
End user support of information systems
Good knowledge of ITIL
Knowledge of wiki, collaborative sites and social networks
Process improvement related to service management
Knowledge of Confluence and Jira
Ticketing tools such as ServiceNow or similar
Follow-up of service quality (Capacity, availability, SLA breaches…)
Preparation of related documentation (User manuals, Problems report,
KPI reports, etc)
Implementation of support processes (Incident management, Change
management, etc)
4. Certification and Standards
▪ OPTIONAL CERTIFICATION: ITIL foundation certification
5. Service Delivery
During the performance of above listed tasks, external service provider may have an access to
sensitive or secured data or to secured areas. The proposed candidate must be therefore security
clearable (EU-27 security clearance)
All non-EU external service providers, who may have access either to EC premises or to EC
network, are subject of security screening by Commission’s security directorate (HR.DS) before
specific contract signature to assess risks vis-à-vis Commission’s sensitive non-classified
information.