Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
1st line support analysis of application incidents
User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail
Mastering of information sites and maintenance of the unit's knowledge base
Follow-up of service quality in the context of incidents
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
Participation in user, service and project meetings
Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues
Qualifications
Bachelor Degree in IT or related field with a minimum of 3 years of professional experience in IT or minimum 6 years of IT experience in case of secondary school
Minimum 3 years of experience in a similar role
Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications, is essential
Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.)
Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance
Good reporting methods
Good IT skills; very good knowledge of MS-OFFICE tools is mandatory
Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory
Good knowledge of business workflow application analysis tools (e.g. PL/SQL, SOAP-UI) is an asset
Ability to participate in multi-lingual meetings, ease of communication.
Very good command of the English language is mandatory
