Support Manager (Expertise in Jira and Confluence)

NATURE OF 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

LEVEL OF EDUCATION

 Min. Bachelor’s level or 3 years of higher education

SPECIFIC EXPERTISE AND TECHNOLOGIES

• At least 1 year of specific expertise in Knowledge in end user assistance or support of information systems
• At least 1 year of specific expertise in Good knowledge of ITIL, scrum, agile, Prince 2, PM2
• At least 1 year of specific expertise in Knowledge of wiki, collaborative sites and social networks
• At least 1 year of specific expertise in Good reporting skills
• At least 5 years of specific expertise in Knowledge of confluence and Jira

KNOWLEDGE AND (NON-TECHNICAL) 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.
Due to the particular nature of a large international organisation such as the European Commission, candidates should also have the following non-technical skills:
 Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;
 Ability to participate in multilingual meetings;
 Ability to work in multi-cultural environment, on multiple large projects;
 Excellent Team Player
 Ability to understand, speak and write other EU official languages 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

CERTIFICATION AND/OR STANDARDS

•  OPTIONAL CERTIFICATION: ITIL foundation certification
• *Please note that the client doesn't offer sponsorship.