IT Support/end user specialist

DESCRIPTION OF THE TASKS: 

General Tasks: 

1. Organisation , implementation and maintenance of (IS) support
2. Coordination of support teams
3. IS Service management
4. Coordination with the project teams
5. Coordination of wiki sites, collaborative sites or social networks
6. Follow-up of service quality
7. Management and follow-up of user requests
8. Guidance regarding the use of information systems
9. Management of incidents related to information systems; organisation of the reporting
10. Conception and organisation of user documentation for information systems
11. Conception and management of IS and ICT trainings

12. Participation in user, service and project meetings
13. Elaboration and implementation of relevant support processes

Specific Tasks
1. Self-Learning : Self-learning of very complex business processes, covering a wide range of matters (finance management and control, EU funds management, EU politics, audit procedures, statistical calculations, risk assessment, etc.). This self-learning task requires self-organisation, autonomous search in documentation (often spread across multiple locations), self-assessment of progress and learning needs, etc.
2. Support : Support to Member States users and Commission users for helping them using Arachne. This support is always provided through email exchanges (not over the phone, and never on site). 

These support activities comprise :
                 o Managing emails in the Arachne functional mailbox ;
                 o Understanding the users' requests (very often unclear, incomplete and/or not targeting the real problem), communicating with users to                      clarify their requests every time it is needed ;
                 o Searching and/or drafting the best answer to user requests, making sure it is correct, consistent with Arachne documentation and                                consistent with the previous answers given to similar requests. 

This implies :
▪ Searching through the Arachne documentation (which is rather comprehensive but not complete, not up-to-date and not 100% consistent) ;
▪ Searching through the Arachne functional mailbox (hundreds of subfolders, thousands of messages)
                 o Keeping track of the requests status (for monitoring) ;
                 o Searching and/or updating specific data directly in the database (using Microsoft SQL Server Management Studio and/or through                               custom-made PL-SQL queries), to check bugs raised by users, to create ad-hoc and custom reports, and to perform simple updates in                         the database (for user access rights management, for example).
                   o Collaborating with the Arachne team members to analyse and solve the most difficult requests ;
                   o Collaborating with the Arachne team members to review and assess the support procedures, and for proposing ways to improve them

This support encompasses all the standard support levels :
o Support level 1 - basic helpdesk resolution,
o Support level 2 - in-depth technical support,
o Support level 3 - expert Arachne support,
o Support level 4 - support for problems not solvable by the Commission ; this level requires liaising with the external IT firm providing and maintaining the Arachne IT system

3. Documentation : As the support work (described above) may reveal missing, incomplete, inconsistent and/or not up-to-date information in the Arachne documentation, the person shall review and update of the Arachne documentation, every time flaws are found

4. Training and Presentations : Preparation, practical organisation, delivery, assessment and improvement of training sessions and general presentations of Arachne. For information : on average (in the years 2022 and 2023), the EMPL A4 Arachne team (5 people) provided around 40 trainings and 40 presentations each year. Around 85% of these events lasted half-a-day or less, 15% lasted 1 to 2 days, and 5% lasted more (4 days being the maximum – very exceptional). The person, as newcomer, will gradually be asked to deliver trainings, after the 12 weeks
period described below ("Onboarding Programme"). During the first year, the person may deliver 5 to 10 trainings or presentations maximum, all at beginner level. Over the years, the person will be asked to deliver more trainings and presentations (at beginner and advanced
level).
5. Testing : The person shall participate to the design, execution, and reporting of User Acceptance Tests and Non-Regressio