For out client EC we are looking for System Administrator
1. DESCRIPTION OF THE TASKS
Following tasks will be performed by external service provider:
• Administration of PMO call centre services based on Anywhere365, MS Teams telephony and Skype
for Business technologies.
• Assistance with providing functional and technical support of PMO’s call centre.
• Assistance with providing functional and technical support of PMO’s information systems.
• Categorization, analysis and resolution of reported issues and fulfilment of standardized services,
• Configuration management tasks & procedures in relation with the call centre services.
• Incident management, Change enablement, Request fulfilment, Problem management: definition,
analysis and resolution.
• Participate in defining and documenting configuration and operational procedures of infrastructure
services.
• Participate in architectural design/reviews and projects of infrastructure solutions.
• Follow-up escalation on technical incidents and known problems related to and PMO’s call centres
services information systems.
• Support transition to operations of release and changes in the PMO’s information systems to assure
necessary knowledge to provide support.
• Participation user acceptance testing of releases and changes.
• Preparation of input for operational reporting in collaboration with the support coordinator.
• Participation in internal meetings and meetings with external stakeholders in multiple languages.
• Reporting of daily activities and issues, progress of problems investigation.
• Document knowledge, known issues and transfer this knowledge to colleagues.
• Interaction with the business analysts, users, project leaders and the support teams of the solution
provider.
2. KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the above listed tasks:
• Excellent IT skills.
• Structured, precise and service oriented interaction towards the clients.
• Capable of working under pressure.
• Experience in executing a technology project.
• Ability to work in a team and demonstrate responsiveness, availability, methodology and rigour.
• Ability to provide support efficiently and fast.
• Ability to apply high quality standards.
• Ability to cope with fast changing technologies used in PMO.
• Very good communication skills with technical and non-technical audiences.
• Analysis and problem-solving skills.
• Capability to write clear and structured functional and technical documentation.
• Ability to participate in technical meetings and good communication skills.
• A thorough knowledge of French / English is required.
3. Specific Expertise
Following specific expertise is mandatory for the performance of tasks:
• Very good knowledge of Anywhere365 call centre technology.
• Good knowledge Skype for Business, MS Teams telephony.
• Knowledge on SAAS call centre solutions (e.g. Amazon Connect) is an asset.
• Excellent knowledge of IT support processes (cfr ITIL), mainly incident and problem management.
• Very good knowledge of ServiceNow ITSM and HR Service Delivery products (HR Case Management,
HRIT Operations).
• Knowledge of the office automation tools.
• Good understanding of HR Service Management processes.
• Knowledge of the regulatory framework (Staff Regulations, Joint Sickness Insurance Scheme, General
Implementing Provisions, etc.) is considered an asset.
• Expertise in providing functional and technical support of applications support HR and Payroll
systems is an asset.
4. Certification and Standards
Following certificates & standards are required for the performance of tasks:
• ITIL certification
5. Service Delivery
The services shall be performed on Commission premises in Brussels, Belgium. The remote service
provision (home-working) may be exceptionally agreed for tasks not requiring the presence onsite.
Laptop will be provided by the Commission.