Application Support Agent

A Day in the Life of an Application Support Agent
As a full-time employee, you will be part of the application support team at the Directorate-General DIGIT.
You will be responsible for the support of the PMO (Payment Master Office) agency tools. Such as:

• PF è Payment Factory, related to financial transactions.
• MIPS è Related to missions.
• PABS è Post Activity Beneficiaries Suite

Your main duties will be:

• Receive and log requests/ incidents & questions from users; provide technical support, investigate problems, and determine appropriate actions.
• Provide technical support to back-office users encountering issues with Oracle applications, databases, and related systems.
• Perform root cause analysis (RCA) to identify underlying issues and recommend appropriate solutions or workarounds.
• Collaborate with development teams, system administrators, and other stakeholders to resolve technical issues and implement corrective actions.
• Keep end-users informed on request status and progress.
• Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests.
• Analyse, report, and follow up of bugs.
• Testing activities (release and bugs)
• Ensure the follow-up of incidents and issue tickets for resolution by the IT team.
• Keep any user manuals, FAQs, wikis, and information dashboards up to date by documenting all relevant information.

Requirements

If you have :

• Good knowledge of SQL (min 3 years of experience)
• Good command of Oracle SQL Dev
• Good knowledge PL/SQL
• Very good oral and written communication skills in English
• Strong analytical, problem solving and learning skills
• Experienced user of web-based tools
• Able to work in an international and multicultural environment
• Team player
• Knowledge of/or experience in ITIL environment (incident management, problem management )
• Experience with ticketing systems

…then this position is suitable for you!

It would be nice if you had

• Basic Unix/Linux
• Basic xml concepts
• Knowledge of web APIs/postman