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 daily tasks and responsibilities:

The external service provider (ESP) organises and coordinates the first level support to end-users of SUMMA within the framework of the SUMMA helpdesk. The ESP also manages all major incidents management and owns this procedure (75%). This covers among other things:

• Service Desk Coordination: follow up, organisation and coordinaton of the service desk team / shifts / channels according to the performance indicators in place.
• Incident Management end-to-end: engaging with other stakeholders, service desks and teams for an end-to-end ownership follow up of all tickets raised on the relevant information systems.
• Reporting on performance indicators, including definition and follow up of service desk internal ones, such as top 10 offenders, regularly.
• Manages the service desk continuous service and tooling improvement - actions and process.
• Major incident management coordination and process, under the guidance of an official.

The external service provider provides first level support to end-users (%25)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 meetings.
• User guidance and 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