Support Manager (Expertise in Jira and Confluence)

• 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

• Min. Bachelor's level or 3 years of higher education, 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