23 Jul
For out client EC we are looking for IT Support Specialist
1. DESCRIPTION OF THE TASKS
- Organization, implementation and maintenance of Information Systems support
- Assistance with evaluating and testing Digital Workplace components and production of technical documentation
- Help with the migration to M365 (Sharepoint Online and Teams) for mass storage and intranet/Wiki knowldege management
- Initiate and promote the use of the Sharepoint online as intranet, and organise the GRP-teams
- Assist the colleagues who are less comfortable with the new tools to benefit of the new IT platform
- REGIO Information Systems Service management
- Management of incidents related to information systems, including related reporting
- Management and follow-up of user requests
- Provide guidance regarding the use of information systems; contribute to the update of the internal documentation
- Conception and organization of user documentation and providing one to one guidance and coaching
- Conception, management, and delivery of IS and ICT trainings and coaching
- Coordination of wiki sites, collaborative sites
- Management, conception, and delivery of IT related communication to users
- Participate in IS testing, to ensure the proper organisation and execution of User acceptance tests/Business acceptance process
- Coordinating with other project teams; participation in user, service and project meetings
2. KNOWLEDGE AND SKILLS
- Proven knowledge in end user assistance or support of IS (support, guidance, training and coaching)
- Customer care techniques
- Good IT skills and good knowledge of Office Suite tools and techniques
- Good knowledge of Microsoft 365’s applications management and administration
- Good knowledge of wiki and collaborative sites
- Excellent knowledge in writing end-user and technical documentation as well as training materials
- Excellent communication/writing skills both in English and French and ability to give presentations and provide training in English and French
- Rapid self-starter
- Capability, willingness, and experience in working and ensuring coordination with other teams (business analysts, testers, developers, managers)
- Knowledge of incidents management systems (knowledge of ServiceNow is an asset)
- Knowledge of ITIL – certification is an asset
- Knowledge of financial transactions circuits related to Shared Management mode in the Commission is considered a strong asset
- Knowledge of the Regional and Urban policy and of European Structural and Investment funds is considered an asset
- Knowledge of the organisation of the European Commission with a focus on ESIF DGs is an asset.
3. Specific Expertise
Considering the specificities of the work, a minimum specific expertise is requested:
- At least 2 years knowledge and experience in end user assistance and support of information systems
- At least 1 year expertise in M365 (Exchange, SharePoint, Teams, as well as other Office 365 applications)
4. Certification and Standards
N/A
5. Service Delivery
The services shall be performed on Commission premises in Brussels. The remote service provision (homeworking) may be exceptionally agreed for tasks not requiring the presence onsite.
Laptop will be provided by the Commission.