• 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.