Agent Support Applicatif (M/F)

JOB DESCRIPTION

We are looking for one of our customer

Application Support Agent

Introduction / Context

As a full-time employee you will be part of the application support team at the Directorate-General DIGIT.
You will be responsible for the support of the in-house Human Resource Management Information System called SYSPER, which is a multilingual online management tool, designed to cover a broad range of HR processes such as:

• Career management
• Organisation charts
• Rights and obligations
• Time management

SYSPER is made of many different modules and sub-modules, driven by HR processes to manage past, present, and future employee data, automate tasks, and ensure compliance with staff regulations.

The SYSPER Team is looking to re-enforce its workforce in order to follow the constant growing of its scope, since more and more institutions are using SYSPER while more and more information systems of the European Commission are integrated with SYSPER.

Description of tasks

• Act as the first point of contact for all end-user questions about SYSPER
• Ensure and perform all communications with the end-users
• Provide services to all stakeholders according to ITIL best practices, handling and documenting all requests
• Ensure the follow-up of incidents and issue tickets for resolution by the IT team
• Keep all user manuals, FAQ, wikis and information dashboards up-to-date by documenting all relevant information
• Participate to regular meetings about the Team operating, performance and objectives
• Maintain operations by following policies and procedures, reporting needed changes
• Contribute to team effort by achieving related results as needed

JOB REQUIREMENTS

Knowledge and skills

• Very good oral and written communication skills in English and French
• Strong analytical, problem solving and learning skills
• Experienced user of web-based tools
• Experience of SQL, understanding of Databases rules, and usage of SQL scripting tool like Toad or Oracle SQL Developer is required
• Knowledge or experience with Specific European HR rules is a plus
• Able to work in an international and multicultural environment
• Strong team player with excellent relationship skills
• Knowledge or experience in ITIL environment
• Experience with ticketing systems, Jira is a plus