Application Support Agent Senior
il y a 2 semaines
Are you an experienced technical support specialist ready to take on new challenges in a fast-paced and impactful environment? The Directorate-General DIGIT is looking for a Senior Application Support Agent to join our full-time team and provide essential support for key tools used by the Payment Master Office (PMO). If you are passionate about solving complex problems, improving system functionality, and ensuring smooth operations in a high-level IT environment, this role is for you
**About the Role**:
As a Senior Application Support Agent, you will be responsible for providing comprehensive support for essential tools such as:
- PF - Payment Factory (related to financial transactions)
- MIPS (related to missions)
- PABS (Post Activity Beneficiaries Suite)
You will be at the forefront of resolving incidents, troubleshooting problems, and driving continuous improvement for these critical systems. You will work closely with various stakeholders and development teams to ensure the smooth operation of these key services.
**Your Key Responsibilities**:
- Technical Support: Handle requests, incidents, and questions from users, providing clear and efficient support.
- Problem Investigation: Perform root cause analysis (RCA) to identify underlying issues and propose solutions or workarounds.
- Collaboration: Work with development teams, system administrators, and other stakeholders to implement corrective actions.
- Incident Management: Follow up on tickets and ensure all incidents are resolved in a timely manner.
- Testing: Participate in testing activities, including the release of new versions and bug fixes.
- Documentation: Maintain up-to-date user manuals, FAQs, wikis, and information dashboards to support all users.
- Adherence to ITIL Best Practices: Provide services according to ITIL standards for incident and problem management, ensuring thorough documentation of all requests.
**Your Profile**:
- SQL Proficiency: Minimum of 3 years’ experience with SQL and Oracle SQL Dev.
- PL/SQL Knowledge: Strong command of PL/SQL to effectively solve problems and improve systems.
- Technical Support Expertise: Extensive experience providing technical support in a web-based environment.
- Problem Solving: Excellent analytical and problem-solving skills with the ability to learn and adapt quickly.
- Communication: Very good oral and written communication skills in English.
- ITIL Knowledge: Familiarity with ITIL processes, particularly incident and problem management.
- Team Player: Comfortable working in an international and multicultural environment, collaborating effectively with diverse teams.
**Nice to Have**:
- Basic knowledge of Unix/Linux systems.
- Understanding of XML concepts.
- Experience with web APIs/Postman.
**Why Join Us**:
- Make a Difference: Play a crucial role in the smooth operation of financial and mission-related systems.
- Innovative Environment: Work in a cutting-edge international environment that fosters collaboration and growth.
- Continuous Learning: Access to ongoing professional development and opportunities to expand your technical skills.
Ready to take the next step?
Send your CV and cover letter to start your journey with us
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