Support Manager
il y a 3 semaines
Job Introduction
Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Brussels and across Europe.
What connects the ever-growing Serco workforce is a passion for delivering great service
- To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.
Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.
We are hiring a **Support Manager (SPM) - 5196** for our prestigious partner DIGIT TM (DG Informatics) **in Brussels**. DIGIT-TM is a contract from the European Commission for IT services across Europe.
If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.
**We look forward to meeting you Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.**
At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do
Main Responsibilities
Are you looking to secure a career in a public sector environment? We would love to hear from you
As **Support Manager (SPM)** you will be responsible for:
- Organization, implementation and maintenance of REGIO Information Systems support
- REGIO Information Systems Service management
- Management of incidents related to information systems, including related reporting
- Management and follow-up of user requests
- Provide guidance regarding the use of information systems; contribute to the update of the internal documentation
- Conception and organization of user documentation and providing one to one guidance and coaching
- Conception, management, and delivery of IS and ICT trainings
- Coordination of wiki sites, collaborative sites
- Management, conception, and delivery of IT related communication to REGIO users
- Participate in IS testing, to ensure the proper organisation and execution of User acceptance tests/Business acceptance process
- Coordinating with other project teams; participation in user, service and project meetings
In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Belgium and around the world.
**LEVEL OF EDUCATION**
- A bachelor degree of 3 years.
**KNOWLEDGE AND SKILLS**
- Proven knowledge in end user assistance or support of IS (support, guidance and coaching)
- Customer care techniques
- Good IT skills
- Good knowledge of Office Suite tools and techniques
- Good knowledge of wiki and collaborative sites
- Knowledge of ITIL - certification is an asset
- Excellent knowledge in writing end-user and technical documentation as well as training materials
- Excellent communication/writing skills both in English and French and ability to give presentations and provide training in English and French
- Rapid self-starter
- Capability, willingness, and experience in working and ensuring coordination with other teams (business analysts, testers, developers, managers)
- Knowledge of incidents management systems (knowledge of SMT is an asset)
- Knowledge of financial transactions circuits related to Shared Management mode in the Commission is considered a strong asset
- Knowledge of the Regional and Urban policy and of European Structural and Investment funds is considered an asset
- Knowledge of the organisation of the European Commission with a focus on ESIF DGs (REGIO, MARE, AGRI, EMPL) is an asset.
- _Capability of integration in an international/multicultural environment, rapid self-starting capability_ _and experience in working in team;_
- _Ability to participate in multilingual meetings;_
- _Ability to work in multi-cultural environment, on multiple large projects;_
- _Excellent Team Player_**Important**
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Applicants are reminded that they will be requested to produce such documentation during the recruitment process.
Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.
**_Data Protection:_**
- When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request._
- You may submit a written request revoking your consent to this agreement at any time._
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