Expert in Service Management

We currently have a vacancy for an Expert in Service Management fluent in English, to offer his/her services as an expert who will be based in Luxembourg. The work will be carried out either at customer premises or remotely. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site.

Your tasks

• Manage the day-to-day delivery of the service including management of incidents, issues, problem and changes;
• Advise on the continuous improvement of the service delivery and its reporting and the implementation of ITIL processes;
• Plan and schedule the testing and deployment of releases;
• Define probes and dashboards for end-to-end monitoring and service level reporting;
• Coordinate support teams and liaise with project teams to ensure that service agreements (SLAs) and operational level agreements (OLAs) are respected;
• Manage and follow-up user requests as well as coordinate with related service desks on issue handling;
• Organise the reporting on the tactical and long-term metrics as well as review both tactical and longer-term metrics and handle performance;
• Support users (both end users and teams operating systems that integrate with the electronic signature Services), in production and during user acceptance tests;
• Train 1st level support teams on common EU Sign user support cases;
• Identify problems and suggest workarounds as well as ensure all tasks are performed while respecting personal data protection rules;
• Collaborate with DevOps engineers and Cloud engineers wherever relevant (e.g. for troubleshooting, testing, communication).

Requirements

• University degree in IT combined with relevant IT professional experience of 9 years;
• Experience in Service Management and ITIL Framework;
• Experience in end-user assistance or support of information systems;
• Excellent knowledge of Relational DBMS, preferably ORACLE and SQL and tools like SQL Developer or TOAD;
• Good knowledge of Oracle Application Express (APEX);
• Good Knowledge of wiki and collaborative sites;
• Ability to effectively organize an on-call extended support service to react 24x7 to significant incidents;
• Excellent command of the English language.

Benefits

If you are seeking a career in an exciting and dynamic company, where you will offer your services as part of a team of a major European Institution, operating in an international, multilingual and multicultural environment where you can expect real chances to make a difference, please send us your detailed CV in English, quoting reference (S2/04/2024).

We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience. All applications will be treated as confidential.

EUROPEAN DYNAMICS (ED) (www.eurodyn.com) is a leading Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). The company employs over 1000 engineers, IT experts and consultants (around 3% PhD, 36% MSc and 53% BSc or equivalent). We design and develop software applications using state-of-the-art technology. The group generates annual revenues in the range of EURO 40 million, with an EBITDA in the range of 20%. The value of our contract portfolio exceeds EURO 250 million. EUROPEAN DYNAMICS is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.

EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy.