IT Service Officer - SYSPER Service Coordinator – HR Information Systems
in DG HR of the European Commission
Description
Job title*: IT Service Officer – SYSPER Service Coordinator
Domain**: Inter-Institutional Relations – Human Resources Management
Where: Unit HR.DDG1.04 - „HR Digital Solutions & Business Processes Efficiencies“, Brussels
Function Group: FG IV
Contract Type: 3b
Express your interest until: 19.01.2024 - 12.00 (Brussels time)
WE ARE
The Human Resources and Security department (DG HR) oversees recruitment policy, training and career management, social policies and working conditions for Commission staff. It is also responsible for keeping buildings and employees safe, making sure that work continues during crises and dealing with online security.
The Unit HR.04 – Digital Solutions is responsible for driving digital innovation and transformation of business services and processes in order to align the HR IT landscape to the strategic vision of modernisation set by the Commission.
The unit operates corporate solutions used by thousands of users inside the Commission and in more than 50 other EU institutions and agencies, has a strong service-orientation and aims to increase process efficiency and the involvement of the user community.
The unit also manages the collaboration with numerous stakeholders. This concerns not only the business units within DG HR and other HR family DGs and services, but also a growing number of other institutions and agencies using Commission HR IT Digital services (based on Service-Level Agreements).
The Unit is composed of four teams:
- HR IT Governance
- Business Architecture and IT security
- Programmes and Project Management
- Operations and Services
They cover the following key areas:
- Drive digital innovation and transformation in HR business services and processes through development programmes and projects.
- Design and maintain DG HR’s Digital Solutions Strategy and the corresponding IT capabilities/architecture covering all operational processes owned by DG HR, respecting the corporate IT Governance and Digital Strategy.
- Coordinate the implementation of the Digital Solutions Strategy across the DG and in close cooperation with HR family, respecting DG HR’s IT governance framework.
- Implement the Digital Solutions Strategy for DG HR, through ownership, management, and operations of HR IT solutions.
WE PROPOSE
We propose a challenging position of IT Service Officer, SYSPER Service Coordinator, within the Operations and Services team, who will contribute to the continuous delivery and improvement of the HR IT services.
The selected candidate will oversee the proper execution of SLA agreements related to HR services, both within the Directorate-General and with Inter-Institutional agencies. This includes ensuring the fitness for purpose and use of services provided by the Operations and Services team through the management of service requests and onboarding tasks.
He/she will also contribute to the internal coordination of activities and assist in the support processes workflows to improve service and efficiency and interact with multiple stakeholders inside the Directorate-General, in the HR family services, in DIGIT and beyond.
The role will cover the following domains:
Project management
- You will Initiate, plan, monitor and report on all the activities necessary to implement the service, the service desk and all the related functions –
- Ensure all required documentation for service execution are present and distributed to various audiences, including project team and key stakeholders –
- Actively prepare and participate in all governance bodies meeting and decision-making activities.
Service management
- You will follow and report on the execution of SLA and OLA related to these services Perform analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Business management and planning
- You will follow and report on the customer satisfaction of the services within scope and propose improvement points.
- Develop and maintain a strong relationship with key accounts. This involves understanding the needs and expectations of the customer, identifying opportunities for growth and collaboration, and transform them into service proposals.
- Provide feedback and reports on the quality-of-service requests and possible improvement points.
The job offers a quite unique opportunity to leverage and develop your coordination and service management skills in a complex international and multicultural environment. The person appointed will integrate a dynamic team consisting of friendly colleagues, focused on delivery, smooth collaboration and service orientation.
WE LOOK FOR
A highly motivated, dynamic, and customer-oriented candidate with good communication, team spirit and problem-solving skills. A strong IT background and experience as Customer service manager or coordinator with at least three years of professional experience in a position with similar duties and domain would be an advantage.
The successful candidate must have:
- Experience in service desk coordination, whether in a business or technical context.
- Knowledge and/or a keen interest in the Commission's human resources rules, processes, and tools.
- Good business relationship with the different internal and external stakeholders.
- Technical knowledge, or technical awareness at minima in IT.
- Advanced drafting skills, including presentation skills.
- Strong analytical capacity and solution-oriented thinking.
- Excellent communication skills.
- High degree of planning and organisational skills, able to prioritise and manage multiple files and deliverables.
- Proficient command of spoken and written English equivalent to a minimum level C1. Knowledge of French would be an advantage.
Familiarity with the following areas would be an advantage:
- PM2 and Agile (Scrum).
- Project/ service management related tools (JIRA, Confluence).
- Service management frameworks / ITIL.
HOW TO EXPRESS YOUR INTEREST?
With a view to guaranteeing equal access to all, the Commission recruits from an open database of spontaneous applications. The present call for interests aims at helping the recruiters to identify potentially interested candidates within this database.
In practice, to express your interest, please follow the subsequent two steps:
- If you are not registered yet in the open EPSO database, please do so at the following address: CAST Permanent. Please select under selection procedures for contract agent the CAST permanent profile that best suits your education and experience.
- You should send your documents in a single pdf in the following order:
1. your CV 2. motivation letter 3. duly filled in application form.
Please send these documents by the publication deadline to HR-MAIL-04
ec [dot] europa [dot] eu (HR-MAIL-04[at]ec[dot]europa[dot]eu) indicating the call for interest reference 285116/2023 in the subject.
No applications will be accepted after the publication deadline.