SUPPORT MANAGER

Hybrid, Brussels
380-500 euro/day

1. CONTEXT/INTRODUCTION

European Commission agency which:

• § improves and protects human health, and support the modernisation of Europe's health systems;
• § ensures that all food, feed and medicinal products marketed in the EU are safe and that EU standards are promoted globally;
• § protects animal health and welfare and plant health;
• § contributes to a well-functioning and fair internal market in food.

2. 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 

3. LEVEL OF EDUCATION

Masters/Bachelors Degree 

4. KNOWLEDGE AND SKILLS

The following additional skills and knowledge are required for the performance of theabove-listed tasks:

• § 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.

NON-Technical skills:

• Capability of integration in an international/multicultural environment.
• Ability to work in multi-cultural environment, on multiple projects with multiple

  stakeholders.

• Ability to understand, speak and write English (C1), French (C1) will be an advantage;
• High degree of discretion and integrity is required

5. SPECIFIC EXPERTISE

At least 5 years of specific expertise in - Knowledge in end user assistance or support of information systems

At least 5 years of specific expertise in - Knowledge of wiki, collaborative sites and social networks

At least 5 years of specific expertise in - Good reporting skills