Role: IT Support Analyst
Location: VASS BRUSSELS
А global digital transformation company with a team of more than 4,900 global players in 26 countries – in Europe, America and Asia, working together to put organizations at the forefront of innovation by bringing together talent, knowledge and technology.
Our approach is based on conscious technology, through which we create positive environments and meaningful opportunities, always in our own way, making the complex simple.
VASS BeNeLux, in partnership with the European Commission, is currently seeking an Expert IT Support Analyst to work from the European Commission.
The role:
* Provide technical support and issue resolution:
* Diagnose and resolve escalated incidents related to the interoperability of components in the eFTI exchange environment and/or its functional and technical implementation specifications that Level 1 and 2 teams cannot resolve.
* Perform in-depth investigations to identify root causes of recurring or critical problems and propose long-term solutions.
* Maintain and update detailed documentation for troubleshooting processes and resolutions.
* Ensure adherence to agreed service levels (SLAs) and incident management standards.
* Coordination and facilitation:
* Act as technical coordinator for operational issues affecting two or more Member States.
* Support the interoperability of eFTI Gates and their secure communication.
* Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency.
* Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations.
* Documentation and knowledge management
* Maintain collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation.
* Draft or review implementation documentation, user manuals, and wikis for stakeholder consumption.
* Contribute to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework.
* System design and quality assurance
* Assist with business and functional requirement analysis, business process modelling and design documentation.
* Review and assure the quality of data structures and related business rules.
* Support testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders.
* Liaison and reporting
* Collaborate closely with the Commission coordination team, including the Business Analyst and Team Leader.
* Prepare structured reports, presentations, and technical briefings for business and technical audiences, including Member State authorities.
You have:
* Bachelor degree in Computer Science or related field.
* At least 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields (minimum competence level 4).
* At least 3 years of experience in requirements engineering (minimum competence level 4).
* At least 3 years of specific expertise in BPMN or UML or other with equivalent value (minimum
competence level 4).
* At least 3 years of specific expertise in hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling (minimum competence level 4).
* At least 5 years of specific expertise in large organisation administrative business processes (minimum competence level 3).
* At least 3 years of specific expertise in Wiki and collaborative tools (minimum competence level 3).
* At least 3 year of experience in Agile toolbox (e.g. JIRA, Confluence, etc) (minimum competence level 3).
* CERTIFICATIONS & STANDARDS
Following certifications & standards are required for the performance of tasks:
* IT service management (ITSM) (such as ITIL foundation certification, CompTIA A+).
* cloud services and cloud computing concepts (such as Microsoft Azure Fundamentals).
* PM2-Agile or similar agile certifications.
If you want to join a dynamic company where technological challenges will be found in your day to day we are waiting for you in the great VASS team.
And we encourage you to be the best version of yourself:
Transformative, Creative, Honest, Vibrant
At VASS we take action every day to achieve a favourable environment that facilitates and promotes equal opportunities, non-discrimination, diversity and inclusion of all people. We select our talent based on business needs, skills and merits.