IT Support Manager

This unit supervises the continuity and reliability of the corporate financial and accounting information systems (SUMMA (since start pilot phase) – ABAC (maintenance mode)) and strives for its continuous improvement whilst ensuring its compliance with the Financial Regulation and Accounting Rules.

• Implementation of change requests
• Assurance of operational continuity
• Attribution of business authorisations
• Management of business knowledge
• Providing first- and second-level support to end-users of SUMMA and ABAC.

Your tasks and responsibilities:

The external service provider (ESP) coordinates all service desk knowledge management activities with a view to enable a maximum first call closure and minimum complaints for first level support to end-users of SUMMA within the framework of the SUMMA helpdesk (50% foreseen). This covers among other things:
Creates, curates, and maintains the service desk knowledge base(s) and knowledge artefacts, including coordination thereof, with a view to a direct impact on first call closure especially after major releases.
Lessons learned and Complaint handling process coordination.
Participation to 2nd line activities such as new release testing so to proactively update the knowledge articles.
The ESP provides first level support to end-users of SUMMA within the framework of the SUMMA helpdesk (50% foreseen).
Coordination between the SUMMA project team and the service support team.
Organization, implementation, and maintenance of IS Support.
IS service management.
Provide users with the required information and manage the information sites.
Management and follow-up of users’ requests.
Participation in user, service, and project meeting.
User guidance ad information mostly for financial information systems (SUMMA), considering this topic as an asset for /SUMMA (SAP environment).
Follow-up of service quality.
Management of incidents related to information systems, organization of the reporting.
Conception and organization of user documentation for information systems.
Maintain Knowledge Database.

Knowledge in end user assistance or support of information systems

Good knowledge of ITIL

Good reporting skills

Knowledge of wiki, collaborative sites and social networks
Experience in working in an ITIL organized service.
Working knowledge of SQL (Structured Query Language)
Knowledge of ERP SAPR3/SAP4HANA