Support Manager

il y a 1 semaine


Brussels, Belgique Seidor Temps plein

We are on the lookout for an** **Support manager** **to join our team for working with European Institutions based in** **Brussels** in an **near site** position**.**

**Get to know us - SEIDOR**

At SEIDOR, we drive client transformation and competitiveness with cutting-edge technology and innovation, with a relentless focus on the human element and a commitment to nurturing talent and sustainable growth.

As a diverse and inclusive company that champions equal opportunity, we boast a team of over 8,000 professionals in our global presence across 45 countries in Europe, Latin America, the USA, the Middle East, Africa, and Asia.

We believe the digital world's challenges require not only the best technologies and partnerships but most importantly, the best people. That's where you come in - we need you to help us scale new heights.

For this position you would be working with our client from the European institutions. Unit BUDG.R.4 manages the reliability of financial systems SUMMA and ABAC, focusing on continuous improvement and compliance with Financial Regulations. Key activities include implementing changes, ensuring operational continuity, managing authorizations and knowledge, and providing user support.

Below are the details of your role and requirements.

**Your role**:

- The external service provider (ESP) organises and coordinates the first level support to end-users of SUMMA within the framework of the SUMMA helpdesk. The ESP also manages all major incidents management and owns this procedure (75%). This covers among other things:

- Service Desk Coordination: follow up, organisation and coordinaton of the service desk team / shifts / channels according to the performance indicators in place.
- Incident Management end-to-end: engaging with other stakeholders, service desks and teams for an end-to end ownership follow up of all tickets raised on the relevant information systems.
- Reporting on performance indicators, including definition and follow up of service desk internal ones, such as top 10 offenders, regularly.
- Manages the service desk continuous service and tooling improvement - actions and process.
- Major incident management coordination and process, under the guidance of an official.
- The external service provider provides first level support to end-users of SUMMA within the framework of the SUMMA helpdesk (25%):

- Coordination between the SUMMA project team and the service support team.
- Organization, implementation and maintenance of IS Support.
- IS service management.
- Provide users with the required information and manage the information sites.
- Management and follow-up of users’ requests.
- Participation in user, service, and project meetings.
- User guidance and information mostly for financial information systems (SUMMA), considering this topic as an asset for /SUMMA (SAP environment).
- Follow-up of service quality.
- Management of incidents related to information systems; organization of the reporting.
- Conception and organization of user documentation for information systems.
- Maintain Knowledge Database

**What’s in it for you?**

From day one, you’ll find opportunities for personal and professional development within a supportive team environment. We offer:

- A permanent role at a leading tech project firm (subcontractor also possible).
- A hybrid work schedule, blending in-office collaboration with the convenience of working from home.
- Continuous learning and development through SEIDOR Academy.
- A package including salary and additional annual bonus, working equipment, phone and other benefits.
- A dynamic international workplace with diverse teams.
- A commitment to your well-being, work-life balance, and career growth.
- Rapid advancement opportunities in a short period of time.
- Engaging events and a comprehensive onboarding program.

At SEIDOR, your growth is our success, and we strive to make our workplace feel like home. Discover the nine core aspects of our culture that define us at SEIDOR:
**Who we think you are**:

- Knowledge in end user assistance or support of information systems
- Good knowledge of ITIL
- Good reporting skills
- Proven knowledge in end user assistance or support of information systems.
- Reporting, dashboarding and KPI statistics will be an asset.


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