8. Support manager
Lot 2: specialised external consultancy services in the field of information systems
Nature of the tasks
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
Education -EQF6 any degree
Specific expertise and technologies
Knowledge in end user assistance or support of information systems
Good knowledge of ITIL
Knowledge of wiki, collaborative sites and social networks
Good reporting skills
Certification and/or Standards
Optional certification :
ITIL foundation certification
Skills
Good IT skills
Excellent communication / writing skills.
Ability to give presentations.
Ability to apply high quality standards
Ability to participate in multi-lingual meetings, good communication skills.
Capability of working in an international/multi- cultural environment, rapid self-starting capability and experience in working in team; leadership capability.
Able to cope with the needs of multi-language site deployment. On-call services foreseen for this profile : Yes
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