Package Description
- Competitive Salary
- Corporate Benefits Package
- Chance to make a positive difference in a company passionate about diversity and inclusion.
Further information available from the Serco Europe Recruitment Team
Job Introduction
Serco is the preferred partner for European Institutions and International Organizations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.
We are hiring a Support Manager for European Commission in Brussels and various locations around Europe.
Main Responsibilities
- Organisation , implementation and maintenance of (IS) support
- Coordination of support teams
- IS Service management
- Coordination with the project teams
- Coordination of wiki sites, collaborative sites or social networks
- Follow-up of service quality
- 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
- Conception and management of IS and ICT trainings
- Participation in user, service and project meetings
- Elaboration and implementation of relevant support processes
Successful Candidate
LEVEL OF EDUCATION
Bachelor's degree
KNOWLEDGE AND SKILLS
- At least 5 years of specific expertise in End user support of information systems.
- At least 5 years of specific expertise in Good knowledge of ITIL.
- At least 3 years of specific expertise in Knowledge of wiki, collaborative sites and social networks.
- At least 3 years of specific expertise in Process improvement related to service management.
- At least 3 years of specific expertise in Knowledge of Confluence and Jira.
- At least 3 years of specific expertise in Ticketing tools such as ServiceNow or similar.
- At least 5 years of specific expertise in Follow-up of service quality (Capacity, availability, SLA breaches...).
- At least 5 years of specific expertise in Preparation of related documentation (User manuals, Problems report, KPI reports, etc).
- At least 5 years of specific expertise in Implementation of support processes (Incident management, Change management, etc).
About the Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe
Why should you join Serco ?
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.
We are diverse and inclusive organisation
At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.
We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.
In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team
Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Please contact the recruitment team if needed
Data Protection:
For more information on how the personal data is processed, please see the link Data Protection policy here.