Eu - Customer Relationship Manager in Brussels

Il y a 6 mois

Brussels, Belgique The White Team Temps plein

At the WhITeam we´re seeking a Customer Relationship Manager with at least 6 years of experience to join our team in Brussels (near-site) and work with European Public Agencies.

**Description of the tasks**:
The following main **tasks** will be performed by the external service provider:

- Elaborate Business Process Description
- Analyse and describing the current and to-be business processes of the Sector / Unit / DG using BPMN language
- Write associated Business Cases
- Publish the work on the Confluence spaces
- Draft Communication and follow up on alignment
- Contribute to the Internal Control Processes
- Use Project Management Tool to simulate Time and Cost of Processes
- Optimize and streamline Internal Processes using appropriated tool
- Present scenario and proposals to the Middle and Senior Management
- Participation in technical working groups, progress meetings and meetings with end users, business managers and the project team (business analysts, project managers and developers)
- Development and maintenance of Information Systems testing scenarios (testing new features and non-regression testing)
- Provision of classroom and distance training and coaching sessions
- Development and maintenance of end user documentation, communication
- Management of collaborative tools (Confluence Wikis, JIRA, SharePoint, M365)
- Assistance in analysis, deployment, evaluation and reporting.

**Knowledge and skills**:
The following skills and knowledge are** requested** for the performance of the above listed tasks:

- Excellent ease of communication in English and French (both verbal and written); other additional EU and non-EU languages will be considered important assets.
- Knowledge and experience on users' needs and requirements collection, classification and prioritization
- Knowledge and experience on Business Process Analysis
- Knowledge and experience on Business Automation Analysis and Automation
- Knowledge and experience describing User Stories
- Ability to present its work to a large audience
- Ability to review of the IT deliverables for their conformance to the Business/User requirements
- In-depth knowledge and experience in user training and coaching, onsite and from a distance
- In-depth knowledge and experience in system testing (maintenance and non-regression)
- In-depth knowledge and experience in producing and maintaining clear and structured technical documents, user documentation and communication
- In-depth knowledge and experience on collaborative tools such as Confluence Wikis, JIRA, SharePoint, M365 collaborative tools
- Knowledge of UML
- Ability to cope with fast changing technologies used in support, training and collaborative tools
- Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team
- Ability to participate in multilingual meetings in English and French
- Ability to work in multi-cultural environment, on multiple large projects
- Excellent Team Player
- High degree of discretion and integrity is required

**Specific expertise**:
Following specific expertise is **mandatory** for the performance of tasks:

- At least 5 years of specific expertise in Business Process Analysis
- At least 5 years of specific expertise in Business Process Automation and Optimization Techniques
- At least 5 years of specific expertise customer relationship management practices
- At least 5 years of specific expertise in customer relationship management tools and user support management tools (e.g. SMT, JIRA, etc.)
- At least 5 years of specific expertise in the management of user access and security
- At least 5 years of specific expertise in the use of Microsoft Office, Microsoft Project, BPMN
- At least 5 years of specific expertise in distance learning tools (e.g. Virtual classroom tools such as Teams, WebEx)
- At least 2 years of specific expertise in the use of Atlassian collaborative tools (e.g., Confluence and Jira)
- At least 2 years of specific expertise in training and coaching.

**Location**: Brussels

**Service delivery mode**:Near-site. The services shall be performed remotely in Near-site location allowing to reach the Commission premises in Brussels within 2 hours.

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