IT Support Analyst

**Company Description**
Arηs is a fully **independent** group of companies specialized in managing complex **IT projects and systems** for **large organisations**, focusing on state-of-the-art software development, business intelligence and infrastructure services.

We are composed of 17 entities across 9 countries that are unified by the Arηs Group, with more than 2500 consultants. This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.

Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.

ARHS Developments is looking for an IT Support Analyst for one of its clients at the EU Institutions in Brussels.

**Role & Responsibilities**
- Providing end-user support, problem analysis, escalation to higher support levels &reporting by following ITIL best practices.
- Preparing and coordinating UATs
- Follow up defect correction using Jira and retesting fixes
- Organizing meetings with business stakeholders
- Defining and documenting operational procedures
- Definition of change management strategies, providing classroom and distance training and coaching sessions
- Development and maintenance of end user documentation, e-learning videos, communication campaigns
- Development, maintenance, and execution of Information Systems testing scenarios (evolutive maintenance and non-regression testing)
- Screening request calls and encoding them in ServiceNow
- Managing requests via ServiceNow
- Assistance in analysis, deployment, evaluation and reporting.
- Management of collaborative tools (Confluence Wikis, JIRA, SharePoint, M365 )
- Follow-up of service quality
- Organization & participation in technical working groups, progress meetings and meetings with end users, business managers and the project team (business analysts, project managers and developers)

**Qualifications** Your Profile**
- Excellent ease of communication in English and good knowledge if French (able to participate in multilingual meetings in English and French); additional EU languages would be considered an asset.
- Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in teams.
- Ability to work in multi-cultural environment, on multiple large projects.
- Excellent Team Player.

**Technical skills**
- At least 3 years’ experience with
- Customer relationship management practices
- Customer relationship management tools and user support management tools (e.g. SMT, Service Now, JIRA, etc.)
- Management of user access and security
- Training and coaching, including on Information Systems
- Distance learning tools (e.g. Virtual classroom tools such as Teams, WebEx) and e-learning authoring tools (e.g. Captivate, Snagit)
- Information Systems communication
- Information Systems testing (evolutive maintenance and non-regression testing)
- Business processes, workflows and document management information systems
- Atlassian collaborative tools and Microsoft Office.
- In-depth knowledge and experience in user training, including
- Strong facilitation and influencing skills
- Strong skills in developing and providing business and technical presentations/trainings to technical and non-technical audiences
- Experience in providing training / coaching sessions both onsite and from a distance
- Good knowledge and experience in production of e-learning material, of e-learning tools, and knowledge management and sharing
- In-depth knowledge and experience in system testing (evolutive maintenance and non-regression)
- In-depth knowledge and experience in producing and maintaining clear and structured technical documents, user documentation and communication
- Good knowledge and experience of workflows and document management information systems
- Knowledge and experience on users' needs and requirements collection, classification and prioritization
- Knowledge on Business Cases and/or User Stories
- Ability to review of the IT deliverables for their conformance to the Business/User requirements
- In-depth knowledge and experience on collaborative tools such as Confluence Wikis, JIRA SharePoint, M365 collaborative tools
- Ability to cope with fast changing technologies used in support, training and collaborative tools

**Additional Information** Don’t hesitate Join our team**

**_ What you’ll get:_**

An **informal hierarchy **and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

An **attractive salary package**:
With an attractive salary and benefits package - including advantageous fringe benefits - you’ll be paid for what you love to do.

A strong **corporate culture**:
You’ll joi