Job description • Provide technical support and issue resolution o 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. o Perform in-depth investigations to identify root causes of recurring or critical problems and propose long-term solutions. o Maintain and update detailed documentation for troubleshooting processes and resolutions. o Ensure adherence to agreed service levels (SLAs) and incident management standards. • Coordination and facilitation o Act as technical coordinator for operational issues affecting two or more Member States. o Support the interoperability of eFTI Gates and their secure communication. o Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency. o Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations. • Documentation and knowledge management o Maintain collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation. o Draft or review implementation documentation, user manuals, and wikis for stakeholder consumption. o Contribute to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework. • System design and quality assurance o Assist with business and functional requirement analysis, business process modelling and design documentation. o Review and assure the quality of data structures and related business rules. o Support testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders. • Liaison and reporting o Collaborate closely with the Commission coordination team, including the Business Analyst and Team Leader. o Prepare structured reports, presentations, and technical briefings for business and technical audiences, including Member State authorities. LEVEL of STUDIES: Bachelor or Master Degree SKILLS AND TECHNOLOGIES • Minimum 5 years of experience in IT support or operations, focusing on advanced troubleshooting. • Proven ability to manage incidents through ticketing systems, ensuring timely resolution and SLA compliance. • Strong understanding of networking protocols, cloud platforms, and enterprise software. • Experience with distributed systems, relational databases (SQL), and data modelling. • Proficiency in ETL tools and data modelling techniques. • Solid knowledge of wiki and collaborative platforms (e.g. Wiki, Confluence). • Experience working in international, multicultural teams in highly regulated environments. • Experience in analysing requirements engineering, BPMN/UML, and conceptual and logical data modelling. • Familiarity with Agile methodologies and tools (e.g. JIRA, Confluence). • Excellent ability to draft clear and structured documentation and reports. • Excellent analytical and problem-solving skills. • Familiarity with ITIL processes and frameworks. • Experience with identification, authentication, and authorisation solutions (can be an asset). • Knowledge of non-relational databases and business intelligence reporting tools (can be an asset). • Familiarity with EU legislation and the ability to derive technical requirements from legal texts (can be an asset). • Experience as Solution Designer or Product Owner (can be an asset). SPECIFIC EXPERTISE: • 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). 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. Level : 10 Delivery mode: Near site (Brussels) Deadline 13/03/26