DESCRIPTION OF THE TASKS
Following tasks will be performed by external service provider:
•User guidance and support (by video/chat/phone sessions or emails) regarding the use of EC information systems / ICT 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.
•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.
•Help in conception and management of IS.
•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.
•Participation in user, service and project meetings.
•Interaction with the business analysts, customer, users, project leaders and the developers.
LEVEL OF EDUCATION
As stated in the Article 2.6.3.1. of DIGIT-TM II Service requirements, a minimum educational qualification for lot 1 is: Level of education corresponding to Level 6 of the European Qualification Framework which typically corresponds to a bachelor degree of 3 years.
KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the above listed tasks:
•Proven knowledge in end user assistance and support of information systems.
•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).
•Good IT skills. Work experience with SAP, and Oracle is a plus
•Analysis and problem solving skills
•Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana).
•Ability to provide viable solution efficiently and fast.
•Ability to give business and technical presentations (with technical and non-technical audiences).
•Ability to participate actively in technical meetings.
•Ability to apply high quality standards.
•Ability to cope with fast changing technologies.
•Capability to write clear and structured technical documents.
SPECIFIC EXPERTISE
Following specific expertise is mandatory for the performance of tasks:
• ITIL foundation certification