Support Manager

Arηs Group, Part of Accenture, is looking for a Support Manager for one of its clients at the EU Institutions in Brussels.

Context

The client’s IT sector is responsible for developing and maintaining IT systems that support policy activities as well as organization-wide corporate needs. Some of these systems are also used by other departments, and the IT sector acts as a service provider, contributing to the successful implementation of Digital Transformation and organization policies.

In close collaboration with other services and customers, the IT sector builds and operates solutions in the areas of Briefings and Speeches Management, Stakeholder Interaction Management, Financial Sanctions, External Service Providers Management, and Financial Intelligence.

The solutions provided include systems such as BASIS (Briefings and Speeches Information System), EMT (Events Management Tool), FIU.net (Financial Intelligence Units network), KOEL (Knowledge Online on European Legislation), MICE (Management and Control of Experts), and the Financial Sanctions Suite.

Role & responsibilities

• Information Systems testing and training
• Management of collaborative tools (Confluence Wikis, SharePoint, M365)
• Management of user access and security
• Participation in technical working groups, progress meetings and meetings with end users, business managers and the project team (business analysts, project managers and developers)
• Organization, implementation and maintenance of (IS) support
• Coordination of support teams
• IS Service management
• Coordination with the project teams
• Coordination of wiki sites, collaborative sites or social networks
• Follow-up of service quality
• Management and follow-up of user requests
• Guidance regarding the use of information systems
• Management of incidents related to information systems - organisation of the reporting
• Conception and organisation of user documentation for information systems
• Conception and management of IS and ICT trainings
• Participation in user, service and project meetings
• Elaboration and implementation of relevant support processes

Qualifications

Your profile

• 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 understand, speak and write English C1 and French C1 is essential; other additional languages would be considered assets
• Ability to work in multi-cultural environment, on multiple large projects
• Excellent Team Player
• High degree of discretion and integrity is required as the applications managed and maintained contain personal and confidential data
• Strong facilitation and influencing skills
• Ability to give presentations on business subjects
• Very good communication skills with technical and non-technical audiences
• Ability to write clear and structured documents
• Knowledge of large organisation’s administrative procedures and financial policy procedures

Technical Skills

• at least 4 years experience
• Training and coaching
• Collaborative tools such as Confluence, SharePoint, M365
• End user assistance and support of information systems
• ITIL (In-depth knowledge and application)
• User support management tools (e.g. SMT, JIRA, etc)
• Information Systems testing (system and non-regression testing)
• at least 2 years experience
• Management of user access
• In-depth knowledge and experience in user support, user training, system testing, user documentation, communication and security
• Knowledge and experience on users' needs and requirements collection, classification and prioritization
• Knowledge on Business Cases and/or User Stories
• Ability to review IT deliverables for their conformance to the Business/User requirements
• Strong skills in preparing, writing and performing users' presentations/trainings
• Experience in providing training / coaching sessions both onsite and from a distance
• Knowledge and experience on maintenance and refinement of the system knowledge documentation (procedure documents, process documents, policy documents, "How-to", Users' Manual, etc.)

Certification

• ITIL foundation certification would be considered an asset

Additional Information

WHAT´S IN IT FOR YOU?

• We value your contribution, which is why we offer a competitive and attractive salary package.
• Your wellbeing is our priority – from day one, you are covered by a comprehensive health insurance plan.
• Benefit from a convenient meal allowance provided through a ticket restaurant card.
• Take part in impactful projects that make a difference at both the national and European level.
• Continue to grow with us through in-house training sessions and a wide range of online learning opportunities.
• Join a collaborative culture where we regularly celebrate achievements and milestones together.