IT Service Assistant - Knowledge and process coordinator - PMO6/3 - COM/2023/2597

Description

Vacancy: COM/2023/2597

Function group: AST

Where: PMO.6.003, Brussels

Publication: until 06/11/2023, 12.00 hours noon Brussels time

We are

The mission of the PMO (Paymaster Office or Office for the administration and payment of individual entitlements) is to provide 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, PMO is managing several funds, such as the unemployment fund and the Joint Insurance Scheme whose beneficiaries are currently employed and former EU staff.

PMO comprises 7 units and 4 sectors based in Luxembourg, Ispra and Brussels.

Within the PMO, the unit “PMO6 – IT and Business Intelligence”, based in Brussels, provides services, solutions, guidance and expertise in the areas of data and reporting, IT security, IT application coordination and infrastructure. Consequently, the unit supports the operational and strategic activities of the PMO with the aim to improve efficiency through information and knowledge sharing, interoperability, integration and standardisation.

The IT support team provides support to users during normal working days on any IT issues related to the IT applications underpinning all the business processes in PMO: salaries and the payroll (Sysper Rights and NAP), missions (MIPS), reimbursement of medical expenses (JSIS Online, ASSMAL) and PMO Mobile, reimbursement of candidates and experts’ expenses (AGM). A hotline service is in place to support our users by phone. In addition to the support of the systems, the team is responsible for the management of access rights for the applications. Moreover, it assures the implementation and continuous improvement of the support and internal knowledge and communication processes in place in the unit.

The main languages used in the unit are English and French.

We propose

A challenging and rewarding position as IT Service Assistant - Knowledge and Process Coordinator in the support sector of PMO6.

You will contribute to the functioning of the Support sector with the following activities:

• knowledge management, information and communication related activities;
• definition of strategies and processes applicable to support, in close collaboration with the team lead and Head of sector, and in cooperation with the business and project managers in the other teams at PMO6 and the IT provider DIGIT;
• projects and improvement initiatives to enhance intra- and inter-team cooperation and functioning, support workflows and service management processes;
• definition and/or revision of communication and performance metrics (especially KPI);
• implementation of support processes and tools.

You will be responsible for:

• performing knowledge management, information and communication related activities and monitoring the processes in place;
• disseminating information on releases, events, … related to IT services;
• preparing and updating content for the intranet site related to PMO IT activities;
• setting up work instructions and communication processes for the support teams as well as for inter-team working groups;
• defining, configuring and implementing tools for Communication and Knowledge Management based on available systems (MS Office, Sharepoint, Teams, ServiceNow);
• extracting and analysing reports on a scheduled basis as defined by the policies and processes’ reporting requirements, suggesting improvements;
• developing documentation and e-learnings on support processes and tools in place.
• providing operational support and training/coaching of the processes and tools in place;
• managing assigned projects and continuous service improvements and coordinating with the various stakeholders.
• contributing to drafting strategies, implementation guidelines and reports in line with customer and service management methodologies and best practices.

How to apply

By the closing date for application, the interested candidates should send their CV and motivation letter in a single PDF file, entitled as follows: SURNAME – COM/2023/2597 - CV & Motivation Letter, to the following email address:

Julio [dot] Garulo-Rodriguezec [dot] europa [dot] eu (Julio[dot]Garulo-Rodriguez[at]ec[dot]europa[dot]eu)   

Document