Job Description

Function title: IT Service Management Assistant
Reference: NOC-NM-2024-AST/776
Location: Brussels
The selected candidate must reside either at this location or within a reasonable proximity that allows for the satisfactory execution of their duties - Information about living in Brussels
Nature of competition: Internal and external competition
Applicable regulations: Staff regulations governing officials of the EUROCONTROL Agency
Type of post: Assistant
Job level: AST4-AST6 - Check salary simulations for the basic grade
Generic job title: Specialised Technical/Administrative Assistant
Number of posts: 1
Duration of appointment: 5 Year(s) - extension or conversion of the contract is possible – see “Useful information” section
Security clearance: Security vetting may be required in accordance with the relevant EUROCONTROL security policies
Directorate/Service: NMD/TEC/OPS - Operations
Working arrangement: Hybrid work (A blend of onsite and remote work). Please note that EUROCONTROL does not offer full-time remote working arrangements.
Competition publication date: 11/04/2024
Competition closing date: 09/05/2024 (23:59 Brussels time)
Reserve list: Applicable - See details in the "Useful information" section

Your team

Within the Network Management Directorate, the Technology Domain develops and maintains Network Management (NM) Directorate's mission-critical systems, including all NM ops systems, the related communications facilities and technical infrastructure, and supports the Agency's IT solutions and services.

Your role

Your role will be to:

Assist and coordinate with the IT services requests submitted by the end users and submit them through ServiceNow when needed.
Maintain the service requests catalogue up to date and aligned with business needs and new features/ services/products.
Collaborate with end users to identify and categorize new service requests or changing requirements and interface with technical teams to initiate the changes.
Implement and monitor the Service Level Agreement (SLAs) and KPIs as per contract with our suppliers and generate performance reports as needed.
Implement ITSM reports and dashboard upon requests.
Track SLAs performance, identify anomalies and improvements, and report to the dedicated teams who will carry out corrective actions.
Create and maintain the flow of technical queries from end users in ServiceNow and submit them to the production teams.
Carry out any other task in line with the main purpose of the job.

Required qualifications, experience & competencies

A level of post-secondary education attested by a diploma (ideally in an engineering field) followed by 5 years of relevant professional experience.
Or professional training of an equivalent level followed by 5 years of relevant professional experience.
Internal candidates can check on the intranet to see what level of in-house experience is considered equivalent to educational qualifications where appropriate.
Experience or knowledge in IT field and associated products and services, including Service Requests Catalogue Management.
Experience using the ITIL framework and ITIL tooling (ServiceNow or similar).
The following would be of an asset:

- Experience on programming languages, Java Script, ,Web interfaces and Api.
- Experience on specification and documentation using Visio like tool.
- Experience with Microsoft 365 and automation.
- Knowledge in reporting data analytics (i.e. Microsoft Excel).

Analytical thinking: you analyse information and are able to identify relationships.
Customer focus: you adapt services to respond to customer needs.
Problem solving: you anticipate and solve business issues.
Communication: you are able to foster two-way communication.
Team work: you foster teamwork.
Ability to work in a multinational and multicultural environment.
Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
The working languages of the Agency are English and French. For this particular job, candidates must be proficient users of English at level C1/C2. The selected candidate will be required to become basic users of French at level A1/A2 before the end of the probation period
The levels relate to the European-framework-reference Common European Framework of References for languages (CEFR).

Useful information

Applications will be accepted from nationals of EUROCONTROL Member States only.
The selected candidate will be offered a contract of 5 Year (s) pursuant to the provisions of the Staff Regulations governing officials at EUROCONTROL. The contract may be renewed up to a maximum of 9 years or converted into an undetermined contract. Before being established in the post, the selected candidate will be requested to provide certified copies of their degrees and successfully serve a probationary period of 9 months.
Internal candidates
If selected, the person will keep their current type of appointment duration (undetermined or determined).
The internal staff member with a determined contract will be offered, in principle, an appointment for 5 Year(s) with a maximum total duration of 9 years.
The successful candidate shall be appointed at the grade set out in this vacancy notice, or if a group of grades has been published for a job level, in principle at the basic grade of the published job level.
Candidates declared suitable who are not selected for the post will be placed on a reserve list for similar roles. The reserve list will be valid for one year from the closing date of applications.
Information on salary and benefits can be found on our Careers site
EUROCONTROL is an equal opportunities employer. We are committed to equality and diversity. In the event of equal merit, preference may be given to the applicant from the under-represented diversity characteristics in order to complement diversity of teams and rebalance the workforce.
Candidates should go to our Careers site and read the tips on how to apply.