Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

€26,278.0

Working hours

Regular working hours

Languages

English, French, German

Job source

www.indeed.com

Tech stack

Application Programming Interfaces (APIs) JIRA Microsoft Outlook Databases Issue Tracking Systems Reference Data Microsoft SharePoint Web Applications Bug Reporting Information Technology Data Management Servicenow

Job description

• User Support: Handle user requests via email and ticketing systems and provide clear, timely assistance.
• Application Troubleshooting: Diagnose and resolve basic issues related to user access, permissions, data entry, validation, navigation, and application functionality.
• Incident Management: Log, categorise, prioritise, and follow up on incidents in ITSM tools such as ServiceNow or Jira.
• Escalation: Escalate complex issues to L2/L3 teams with clear documentation and reproduction steps.
• Documentation: Maintain accurate incident records and contribute to knowledge bases, FAQs, and user guides.
• User Guidance: Provide clear, non-technical guidance on application workflows and procedures.
• UAT Support: Support User Acceptance Testing for new releases and patches, including bug validation and reporting.
• Data Management: Assist with reference data updates, including translations, organisation setup, and geographical data.
• Collaboration: Work closely with technical, functional, and policy teams to ensure effective application support.

Requirements

• Bachelor’s degree in Computer Science, IT, Environmental Science, European Studies, or a related field, or equivalent professional experience.
• English C1 or higher; knowledge of additional EU languages such as French or German is an advantage.
• Good knowledge of Microsoft Office 365 (Outlook, Teams, SharePoint) and ticketing/ITSM tools such as ServiceNow or Jira.
• Basic understanding of web applications, databases, or APIs.
• Ability to quickly learn new applications and adapt to changing environments.
• Strong analytical and troubleshooting skills.
• Excellent communication and user-support skills.
• Strong attention to detail, particularly when handling regulated or sensitive data.
• Customer-oriented mindset with a professional and collaborative approach.

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