2nd line support analysis, tracking and monitoring of business workflow application problems and impediments up to their resolution
Redaction of detailed problem descriptions and reports as meaningful input for upstream support teams (3rd line, application developments teams)
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 application problems and impediments
Management and follow-up of user requests
Guidance regarding the use of information systems
Management of problems and impediments 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 6 years of professional IT experience OR 9 years of professional experience in IT overal, in case of no Degree
Proven knowledge in end user assistance and/or support of information systems, especially in the context of the analysis and resolution of business workflow application problems and impediments, is essential (2nd level support)
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
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 essential
Ability to participate in multi-lingual meetings, ease of communication.
Very good command of the English language is mandatory
