IT Support Coordinator
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About Us
At ALTIA, we are a team of more than 4,000 professionals across 25 locations in 9 countries. We design and develop innovative digital solutions for over 1,000 organizations that drive transformation and progress. Our purpose: to grow by helping others grow
- sustainably and responsibly. Our values: commitment, closeness, innovation, and collaboration
- guide us every step of the way. Learn more at www.altiacompany.com WHAT WE ARE LOOKING FOR: The person will coordinate information-system support processes and multi-level support teams (L1–L3), manage incidents and user requests, and act as the liaison between users, technical teams and development teams. They will also maintain knowledge bases and user documentation, produce operational and service-quality reports, monitor service KPIs—such as FCR and MTTR—support problem management and escalation, and collaborate on digital-transformation initiatives related to Erasmus+ and the European Solidarity Corps. At least 5 years of experience with public-sector grant or funding management systems handling high volumes of applications and projects.
• At least 3 years of experience with ticketing tools for IT support, such as Jira, ServiceNow or equivalent.
• Demonstrable experience is especially valued in:
• End-user support for access-management systems, for example EU Login.
• Knowledge-management tools, especially Confluence.
• Jira administration and support.
• Monitoring tools such as Prometheus, Dynatrace or equivalent.
• A recognised certification in ticketing tools (Jira or ServiceNow) is highly valuable for the evaluation.
• ITIL 4 Foundation certification—or equivalent—is mandatory. Required knowledge
• ITSM processes and ITIL v4 practices: incident, request, problem and change management.
• Coordination of L1/L2/L3 support, triage, escalation and major-incident management.
• Jira, ServiceNow or other ITSM platforms.
• Confluence, SharePoint, Microsoft Teams and management of wikis, documentation, quick guides and FAQs.
• Preparation of service reports, dashboards and KPI/SLA monitoring.
• Remote-support tools such as RDP or TeamViewer.
• Access management and security awareness: phishing, MFA and password policies.
• Spoken and written English at a minimum C1 level. French is desirable.
• Ability to work in an international, multicultural and multilingual environment. The present job offer is drafted taking into account impartiality and non-discrimination on the grounds of gender, race, ideology, or any other reason. Especially, it takes into account the respect for the current regulations regarding gender equality between women and men.
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