WE ARE

The European External Action Service (EEAS), which supports the work of the High Representative in defining and implementing an effective and coherent foreign policy of the European Union. The EEAS supports his tasks of conducting the EU's Common Foreign and Security Policy and chairing the Foreign Affairs Council. It also supports the High Representative in his capacity of Vice President of the Commission. The EEAS works in close cooperation with Member States, the Council and relevant services of the European Commission.

The main mission of EEAS Digital Solutions division is to assist the European External Action Service and EU’s Delegation worldwide network in achieving its strategic objectives by supporting administrative and core business processes with modern Information and Communication Technology tools. The unit is composed of 50 officials and more than 200 experts and is organised in four sections: Management, IT Operations, Services and Security.

WE PROPOSE

The position of IT Service Assistant – End-User Support Manager in the IT Operations sector in the Digital Solutions Division, RM.SCS.5.

WE LOOK FOR

We look for a dynamic, proactive and highly motivated colleague with very good communication and organisational skills, a developed sense of service, as well as several years of experience in the field of IT End- User Support Management and Asset Logistics Management.

The job is a key position for an experienced candidate looking for a dynamic working environment and challenging projects within a friendly, motivated and supportive team. We offer easy access to training facilities to improve skills and to keep staff at the top of technology and methodology evolutions. Main working language is English.

The End-User Support Manager will be entrusted with the following main tasks:

• Manage and lead the Proximity Support team as well as the Service Desk and First Line Helpdesk;
• Manage and supervise the Application Support team;
• Ensure that the EEAS IT Service Desk provides a high level service both for HQs and the Delegations;
• Monitor performance and report on Service Desk activities and service quality (provide KPI/metric information and standardized reporting);
• Follow-up on the respect of the Service Level Agreement (SLA) and KPI's;
• Be informed of any critical/important/urgent incidents occurring and direct/participate in their resolution;
• Be responsible of the Incident, Problem and Service Level Management processes and participate in the Change Management process;
• Draft and/or validate Service Desk communications towards end users;
• Organise and/or participate in meetings with users, suppliers and service providers;
• Collaborate closely with the IT Operations Manager and the officials of the Contract Management office;
• Daily collaboration with the Service Desk Support Manager (and other high-level Service Provider's staff);
• Collaborate with IT Operations managers and service owners for asset and logistics requirements in Headquarters and remote offices (EU Delegations);
• Prepare annual IT budget requirements per EU Delegation together with finance team and manage requests for IT budget reinforcement from EU Delegations (technical review);
• Be responsible of the relevant Knowledge Management and contribute to the definition of terms of reference;
• Prepare calls for tender;
• Draft contracts and ensure follow-up of contract performance (deadlines, specifications, expenditure, etc.);
• Participate in the selection process for external contractors and follow-up sub-contracted staff (work programme, workload, work organisation, schedules, priorities, review of deliverables);
• Ensure contract performance and fulfilment of reporting procedures when contracts are used during the implementation of projects;
• Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management and services responsible of;
• Analyse trends, ensure process efficiency, propose improvements/solutions and follow up on implementation;
• Participate in the drafting of business cases facilitating the decision making process for Head of Unit/section.

A proven ability to manage and co-ordinate several services simultaneously are important. Excellent oral and written command of English is essential.

LEGAL BASIS

The vacancy is to be filled in accordance with the conditions stipulated under the Conditions of Employment of Other Servants of the European Union (CEOS)¹, in accordance with EEAS Decision ADMIN(2015) 20 on the engagement and use of temporary agents.

The successful candidate will be offered a contract as Temporary Agent under Article 2(b) of the Conditions of Employment of Other Servants (CEOS) at the grade AST4.

ELEGIBILITY CRITERIA

Candidates must meet ALL of the following general and specific conditions on the closing date for online applications:

• Be a national of one of the EU Member States and enjoy full rights as a citizen;
• Meet any obligations imposed on him or her by the laws concerning military service;
• Provide the appropriate character references as to his suitability for the performance of his duties;
• Have the capacity to work in languages of the CFSP (English at minimum C1 level) in writing and orally;
• Secondary education attested by a diploma giving access to post-secondary education, followed by at least 7 years’ professional experience directly related to the nature of the duties; OR Relevant

SELECTION CRITERIA

Applicants should ideally have the following skills required for the job:

• Strong knowledge of IT software and hardware;
• Proven ability and experience in managing an IT service team;
• Good knowledge working of product catalogues, CMDB and the specific business services that it supports;
• Good knowledge of IT tools for business/organisational planning and reporting;
• Strong vendor management skills;
• Good knowledge of IT Service Management processes;
• Experience in procurement and contract management;
• Strong drafting and analytical skills combined with sound judgement;
• Excellent communication skills and the ability to establish and maintain a network of contacts both within and outside the EEAS;
• Ability to communicate clearly on complex issues and the capacity to perform with accuracy and in a flexible manner a diversity of tasks in a complex institutional and multicultural environment;
• Strong service attitude and an agile and hands-on work approach;
• Fluent in English (C1 level, both orally and in writing);
• Be a flexible team player.

Furthermore:

• Experience with ServiceNow;
• IAITAM Certification, such as CHAMP, CSAM, and CITAM;
• Experience of working in a team in multi-disciplinary and multi-cultural environment;
• Experience in working with or within other EU institutions;
• Knowledge of French or other EU language would be considered as strong assets.

APPLICATION AND SELECTION PROCEDURE²

The selection procedure will take place in three different and successive steps:

1. Expression of Interest

Expressions of interest should be sent by e-mail to the following functional mailboxes:

rm-scs-5-hr@eeas.europa.eu copying AST-STAFF@eeas.europa.eu

For the purposes of the e-mail application, the e-mail must have in the subject the following title:"Application EoI-HQ (AST)-TA2b-AST4-IT Service Assistant – End-User Support Manager – post 407723”

Such an expression of interest must be accompanied by:

• An updated Curriculum vitae. Candidates are invited to use the "Europass" CV format (https://europass.cedefop.europa.eu/documents/curriculum-vitae) for their applications.
• a letter of motivation (maximum 2 pages) in either English or in French;

Applications may be submitted during the period from 10/05/2023 to 31/05/2023 at 12:00 midday (Brussels time).

For correspondence concerning the selection procedure, please use the following email address (the e-mail must have in the subject the following title: "EoI-HQ (AST)-TA2b-AST4-IT Service Assistant – End-User Support Manager – post 407723”): rm-scs-5-hr@eeas.europa.eu

2. Pre-selection

The selection panel will make a pre-selection on the basis of the qualifications and the professional experience described in the CV and motivation letter.

3. Selection

The candidates who have passed the pre-selection step will be invited for an interview so that the selection panel can evaluate these candidates objectively and without prejudice on the basis of their qualifications, professional experience and linguistic skills. Additional specific written or oral tests might be organised by the panel.

EQUAL OPPORTUNITIES

The EEAS is committed to an equal opportunities policy for all its employees and applicants for employment. As an employer, the EEAS is committed to promoting gender equality and to preventing discrimination on any grounds. It actively welcomes applications from all qualified candidates from diverse backgrounds and from the broadest possible geographical basis amongst the EU Member States. We aim at a service, which is truly representative of society, where each staff member feels respected, is able to give their best and can develop their full potential.

If pre-selected, candidates with disabilities are invited to contact the EEAS (EEAS-HQ-APPLICATIONS- AST@eeas.europa.eu) in order to accommodate any special needs and provide assistance to ensure the possibility to pass the selection procedure in equality of opportunities with other candidates.

If a candidate with a disability is selected and recruited, the EEAS is committed to appropriate measures in order to accommodate his or her special needs to the working place or working conditions in accordance with Art 1d(4) of the Staff Regulations.

APPOINTMENT

The selected candidate will be recruited as temporary agents under Article 2(b) of the Conditions of Employment of Other Servants (CEOS), in accordance with EEAS Decision ADMIN(2015) 20 on the engagement and use of temporary agents

The selected candidate will be required to undergo a medical fitness examination in accordance with Article 13 of the CEOS.

Candidates shall have a valid Personnel Security Clearance (PSC) allowing them to access information classified at the level “SECRET UE/EU SECRET” or will be required to undergo the corresponding security vetting in accordance with the EEAS security rules³. In case the successful candidate does not obtain his or her PSC, his or her engagement will be terminated.

In case of positive results on the medical fitness examination and after assessment of the PSC conditions, the candidate will be offered a contract as Temporary Agent, Grade AST-4⁴ for a duration 4 years renewable only once for another 2 years.

All member of the temporary staff shall serve initially a nine-month probationary period in accordance with Article 14 CEOS.

PLACE OF EMPLOYMENT: Brussels, Belgium

POST AVAILABLE: immediately

CONTACT:

Ms Rosina BISCHUR Email: rm-scs-5-hr@eeas.europa.eu

The closing date for submissions is 31/05/2023 at 12:00 hours (Brussels time).

¹ Staff Regulations of Officials (SR) and the Conditions of Employment of Other Servants of the European Union (CEOS). For reference, see https://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1570023902133&uri=CELEX:01962R0031-20190101 professional training followed by at least 7 years’ professional experience directly related to the nature of the duties.

² Your personal data will be processed in accordance with Regulation (EC) 2018/1725. The privacy statement is available on EEAS webpage: http://eeas.europa.eu/data_protection/rights/index_en.htm

³ In accordance with the Decision of the High Representative of the Union for Foreign Affairs and Security Policy of 19 September 2017 on the security rules for the European External Action Service, ADMIN(2017) 10, OJ C 126, 10.4.2018, p. 1, https://eur- lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.C_.2018.126.01.0001.01.ENG&toc=OJ:C:2018:126:TOC

⁴ The basic salaries offered by the EU institutions are set out in Article 66 of the Staff Regulations. The current level, can be accessed via the link: https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=OJ:C:2022:231:FULL&from=EN