IT Expert (ServiceNow & SAP Analyst EXPERT)

The Client is responsible for the provision of a high-quality and user-friendly service to beneficiaries by promptly and accurately managing, determining, and paying individual rights and expenses, providing clear and relevant information, and ensuring efficient and effective controls. In addition, the Client is managing several funds, such as the unemployment fund and the Joint Insurance Schema whose beneficiaries are currently employed and former EU staff. The Client’s unit, based in Brussels, provides services, solutions, guidance, and expertise in the areas of data and reporting, Cybersecurity, IT application coordination, and infrastructure. Consequently, the unit supports the operational and strategic activities of the Client with the aim to improve efficiency through information and knowledge sharing, interoperability, integration, and standardization. The Client is undergoing a digital transformation, in line with the EU-wide HR Family Transformation Programme (HRT) and the finance transformation program (SUMMA). Those programs are the flagship initiatives within the new EC Digital Strategy and the EC corporate Double Pillar Approach (DPA) and are implemented using Commercial Off-the-Shelf solutions (COTS) from SAP and ServiceNow.

DESCRIPTION OF THE TASKS

The HR Transformation (HRT) and SUMMA are the leading transformative programs in the unit. HRT is a multi-annual program that aims to replace the existing IT solutions in the HR domain withcommercial off-the-shelf (COTS/SaaS) solutions. The program takes a holistic approach covering business and IT, all staff from pre-hire to retire, and all HR services across the HR family, including the correspondents in the DGs up to the Inter-Institutional level. SUMMA is a multi-annual program that aims to replace the existing IT solutions in the finance domain withcommercial off-the-shelf (COTS/SaaS) solutions. The program takes a holistic approach covering business and IT, all finance services across the Commission, including the correspondents in the DGs up to the Inter-Institutional level. The proposed candidate will work for the HRT and SUMMA programs in the Sector IT portfolio, program, and project office. The person will be assisting the Head of Sector, Head of Unit, and System Owners to drive and achieve the digital transformation of the Client IT portfolio, in line with the EU-wide HR Family Transformation Programme (HRT) and the finance transformation program (SUMMA). Those programs are the flagship initiatives within the new EC Digital Strategy and the EC corporate Double Pillar Approach (DPA) and are implemented using Commercial Off-the-Shelf solutions (COTS) from SAP and ServiceNow. The following tasks shall be covered by the service contract:

Advise and Support as SAP Senior Consultant in the field of SAP S/4 HANA customized solutions

• Develop plans for implementing IT architectures focussing on SAP solutions
• Analyse business and technical requirements, propose solutions (SAP), and their pros and cons, to meet the business needs with cost-effective solutions
• Define SAP architectures (including interactions with non-SAP components)
• Design and implement SAP solutions in relationships with other stakeholders
• Model, establish artifacts, and document SAP solutions and their implementation
• Analyse and follow up the implementation of standard or customized SAP solutions within the context of large-scale, complex IT projects involving SOA (service-oriented architecture) systems integrating one or more SAP components
• Functional analysis within the field of finance and budgetary execution; analyzing, testing, documenting, and supporting information systems, in close co-operation with business owners and representatives, system architects, IT and support staff
• Contribute to project management: planning, the definition of work plans and deliverables, organization of quality control, risk management, change management
• Model the business processes, and business rules and design the data object models
• Formalize the requirements and assure consolidation in the Business Object Models and Business Process Models, thus guaranteeing the documentation remains up-to-date. Ensure that artifacts and deliverables conform to defined guidelines and applicable procedures, and are in line with the overall Information System architecture
• Coordinate and liaise with business owners, and business management including senior management and experts in budgetary management and accounting
• Liaise with the technical design teams to ensure that the information systems implement the best solution for the business owners
• Perform functional testing and/or liaise with the test team to help ensure that business and functional requirements enter into the test stream correctly
• Promote model-driven development
• Draft summaries, statistics, reports, and briefing notes, and contribute to strategic documents
• Provide information and training sessions to users, support teams, and management

Service/Process Management and Migration to ServiceNow:

The expert will assist the team with the migration to ServiceNow to meet the identified business needs, ensuring the quality of deliveries and compliance with scheduled timescales and quality. In particular, the expert will assist with the following:

• Contribute to the fruitful implementation of ServiceNow for business and IT service desks including the migration processes from the current platforms
• Troubleshoot IT operations events and propose short/mid/long term solutions
• Provide advice on IT operations, IT architecture, as well as on project management
• Contribute to the establishment of best practices in Service Management (ITSM) as well as coordinate with other IT and business services
• Validate business analysis, technical analysis, and implementations
• Participate in technical and business working groups
• Quality control of deliveries
• Follow-up on the ongoing IT developments
• Production of technical documents and studies
• Production of procedures and processes for Service Management
• The candidate will manage structural improvements regarding the delivery of the service portfolio by contributing to the development of the processes, tooling, and metrics in order to achieve greater quality, efficiency, and service continuity. He will also support the team on contractual aspects (e.g. drafting of requirements, Memorandum of Understandings, etc) and in the reporting function of our activities (bi-weekly meetings where projects’ development is discussed horizontally).
• Production of reports and dashboards using BO/BI solutions or equivalent

Advise and Support as a Subject Matter Expert in the field of Cybersecurity, Governance, Risk, and Compliance Management

• Analyze the requirements resulting from the Cybersecurity plans taking into account the expectations of the business owners in the context of SAP and ServiceNow
• Participate in the development and evolution of the services towards an integrated risk and compliance management process. Additional ICT Security & Risk management services might be created in this context and might require coordination/contribution efforts from the candidate
• Contribution to the initiatives facilitating the adoption and implementation of Cybersecurity processes and methodologies among the stakeholders (presentations, targeted consultancy sessions, case-specific hands-on assistance sessions)
• Interfacing with Cybersecurity stakeholders, monitoring and advice in the implementation of security processes and measures
• Provide advice related to the implementation of cybersecurity measures for SaaS in the cloud
• Provide advice related to GDPR

LEVEL OF EDUCATION

The minimum educational qualification corresponds to Level 7 of the European Qualification Framework which typically corresponds to a master’sdegree of 5 years

KNOWLEDGE AND SKILLS

The following skills and knowledge are required for the performance of the above-listed tasks:

• Good redaction skills in English
• Ability to apply high-quality standards
• Ability to cope with fast-changing technologies used in architecture and design
• High commitment to the defined objectives and deadlines
• Ability to integrate into an international/multicultural environment
• Ability to participate in multi-lingual meetings in English and French; additional languages will be considered an important asset
• A high degree of initiative, a service-oriented mindset, and team spirit
• Expertise with UML modeling
• Expertise in end-to-end testing, and capability to organize and manage UAT
• Expertise in SAP R3 and SAP S/4 HANA Suite
• Expertise in JIRA, Confluence, SMT, ServiceNow
• Expertise in SaaS implementations
• Working knowledge of the ITIL framework
• ITIL-based catalogs and service delivery either internally (OLAs) or with providers (SLAs)
• Working knowledge of the Agile, Scrum, and PM2 methodologies
• Good knowledge and practice in data analytics tools
• Cybersecurity Risk Management (preferably, using the ITSRM methodology)
• Cybersecurity Policies and Compliance
• Cybersecurity Services operational development and management
• Self-motivated and autonomous, with the ability to manage and follow up on multiple tasks simultaneously
• Strong analytical skills, ability to approach problems from multiple angles and find creative solutions
• Ability to produce mature executive summaries, and presentations and to engage with stakeholders at any level, from operational staff to senior management
• Proven capacity to analyze complex information, consider options in a clear and structured way, propose and implement recommendations, and make sound decisions
• Ability to work effectively both with team members and with customers
• Ability to work under pressure and with tight deadlines, to make timely decisions, to reprioritize tasks responding to changes in a rapidly evolving work environment
• Ability to develop and set up processes and structures across various fields of activities

Due to the particular nature of a large international organization such as the European Commission, candidates should also have the following non-technical skills:

• The 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 work in a multicultural environment, on multiple large projects
• Excellent Team Player
• A high degree of discretion and integrity is required as the applications managed and maintained contain personal and confidential data
• The candidate must hold a security clearance at the EU CONFIDENTIAL level or be in a position to obtain such security clearance

SPECIFIC EXPERTISE

The following specific expertise is mandatory for the performance of tasks:

• At least 5 years of specific expertise in IT Project Management
• At least 10 years of specific experience in IT Service Management
• At least 5 years of specific experience in Cybersecurity and IT risk management
• At least 10 years of specific experience within an EU institution
• At least 5 years of experience in financial & contract management

CERTIFICATIONS & STANDARDS

The following certification is a must-have for the performance of the tasks:

• PM2
• SAFe
• ITIL (minimum v3)

The following standards and certifications would be advantageous for the performance of tasks:

• Prince 2
• SAP Certified Associate - SAP Activate Project Manager
• SAP BusinessObjects Web Intelligence 4. x

Level 10

Deadline: 21/03/2023