We are currently looking for a n "
AI Support Coordinator"
to manage, support, and continuously improve the operational delivery of AI-based systems within
the client
. This role requires a dynamic individual with both technical and service-oriented capabilities, combined with the ability to manage change, promote engagement, and energize a growing AI community.
Key Responsibilities
Operational & Service Management
* Organise, implement, and maintain support structures for AI systems and services.
* Coordinate support and business analysis teams across projects and departments.
* Design, implement, and improve support processes in line with IS service management best practices (e.g., ITIL).
* Monitor service quality and implement improvements based on incident reports, feedback, and lessons learned.
* Handle incident management and ensure structured reporting and analysis.
AI Service Delivery & Innovation
* Proactively maintain and extend the AI service catalogue, incorporating results from innovation pilots and the broader EU AI ecosystem.
* Provide strategic guidance on both DG SANTE-delivered and corporate-level AI solutions from other DGs (e.g., DIGIT, DG Translation).
* Promote internal awareness and adoption of AI tools and services through targeted communication campaigns.
Change Management & Community Engagement
* Implement an established AI Change Management Plan, ensuring structured follow-up and timely updates.
* Apply strong planning, drafting, and organisational skills to maintain and adapt the change roadmap.
* Lead community-building efforts for the newly formed 'AI Champions Network', facilitating engagement and continuous participation.
* Coordinate and energize the AI Champions to act as local advocates and multipliers within their units.
* Plan and execute internal communication activities (e.g. webinars, newsletters, workshops) to increase awareness and adoption of AI tools and services across DG SANTE.
Collaboration, Communication & Documentation
* Liaise with internal project teams, operations contractors, and the AI Innovation team to ensure smooth coordination and service alignment.
* Coordinate and maintain collaborative platforms (e.g., Confluence, SharePoint) and service catalogues.
* Draft and manage service-related documentation including procedures, user manuals, FAQs, and knowledge base content.
* Organise and produce communication materials tailored to a variety of audiences, from technical staff to policy users.
* Deliver training sessions, workshops, and knowledge transfer initiatives to ensure effective use and understanding of AI services.
User & Stakeholder Engagement
* Handle user requests and ensure prompt follow-up through established support channels.
* Engage with stakeholders through regular meetings, demos, and service feedback sessions.
* Monitor user satisfaction and adjust service offerings accordingly.
Required Education
* Minimum: Bachelor's degree or equivalent (Level 6 of the European Qualification Framework - EQF)
Required Experience & Technical Expertise
* End user support for information systems
* ITIL knowledge and practice
* Service documentation and reporting
* Use of wiki, collaborative platforms and service catalogues
* Tools : Confluence, Jira, SharePoint or equivalent
* AI technologies (eg: NLP, LLMs, visual analytics, data mining, linked data, semantic interoperability)
Non-Technical & Change Management Skills:
* Change Management:
* Ability to implement structured change plans and keep them updated and relevant.
* Strong planning and drafting skills for follow-up and roadmap updates.
* Experience managing and energising internal communities such as AI Champions or similar networks.
* Proven ability to organise internal communication initiatives and drive awareness.
* General Soft Skills:
* Excellent interpersonal, written, and oral communication skills (English - C1 level).
* Strong analytical mindset and business-oriented thinking.
* Technical writing and documentation proficiency.
* Capacity to thrive in international, multicultural teams and fast-evolving environments.
* High standards of discretion and integrity, especially when handling personal and confidential data.
* Sector-Specific Knowledge (Assets):
* Understanding of public administration processes (e.g., policy planning, monitoring, decision-making).
* Familiarity with the public health or food safety domains is an advantage.
Certifications (Optional But Preferred)
* ITIL Foundation Certification
Why Cronos Group?
We'll Propose You
* An attractive salary package
* A good work-life balance environment
* The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
* The opportunity to develop your skills thanks to tailor-made training courses according to your needs
* A good job in a friendly place
If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos