Job Description: Application Support Agent (Hybrid, Brussels)

Location: Brussels, Belgium
Type: Hybrid (2-3 days onsite)
Contract Duration: 02 Sep 2024 - 01 Sep 2025
Hours: 40 hours/week
EU Citizenship: Required

Role Overview

We are seeking an experienced Application Support Agent to join our team on a high-impact project with the European Commission. The successful candidate will support the deployment, testing, and operation of the Atlassian Eco System, providing critical functionalities to various entities within the European Commission.

Key Responsibilities

• Request & Incident Management: Receive, log, and address user requests, incidents, and questions via email or ServiceNow.
• Problem Solving: Provide first-line support, investigate issues, and determine appropriate actions to resolve them.
• User Communication: Keep end-users informed about the status and progress of their requests.
• System Management: Manage the upgrade and migration of Atlassian Servers.
• Documentation: Improve existing documentation and develop FAQs based on user interactions.
• Meetings: Participate in meetings with officials to ensure smooth project execution.

Required Skills & Qualifications

• Education: Higher education or equivalent experience.
• Technical Skills:
  • Basic to advanced knowledge of JIRA.
  • Experience in system and network administration.
  • ITIL V3 foundation certification.
• Experience:
  • Previous user support experience.
  • Experience with the European Commission and ticketing systems like ServiceNow is a plus.
• Analytical Skills: Ability to quickly understand processes and solve problems systematically.
• Communication: Strong communication skills in English; additional languages are an asset.
• Teamwork: A strong team player with excellent relationship-building skills.
• Adaptability: Ability to adapt quickly to changes and manage stress effectively.

Preferred Attributes

• Proactive and solution-oriented.
• Punctual, meticulous, and reliable.
• Experience in a multicultural/international environment.

This role offers the opportunity to work on a significant project with the European Commission, leveraging your expertise in application support within a dynamic and international team.