Your tasks
* User guidance and support (by video/chat/phone sessions or emails) regarding the use of systems and tools;
* Categorize and prioritize incoming tickets and users’ requests, escalate where needed;
* Follow-up of related incidents, of any user’s requests and bug reports;
* Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base;
* Coordination of support teams, IS Service management and coordination with the project teams;
* Mastering of information sites and maintenance of the department's knowledge base;
* Follow-up of service quality in the context of incident, problem and impediment management;
* Management and follow-up of user requests;
* Conception and organisation of user documentation for information systems and/or Service support procedures;
* Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution;
* Analysis, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.
Requirements
* Bachelor’s degree in IT combined with relevant IT professional experience of 5 years;
* Proven knowledge in end user assistance and support of information systems;
* Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana);
* Good knowledge of ITIL;
* Knowledge of wiki, collaborative sites and social networks;
* Knowledge of the office automation tools used in the contracting authority (MS-Office, Microsoft Teams);
* Certification of ITIL foundation;
* Experience with SAP, and Oracle is considered an asset;
* Excellent command of the English language.