About this role
- Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.
- Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident/request resolution.
- Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.
- Coordination with development teams Coordinate knowledge-sharing platforms (wikis, intranet, collaboration tools like MS Teams, SharePoint) and ensure content accuracy.
- Management and follow-up of user requests Guidance regarding the use of information systems Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.
- Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.
- Participation in meetings/trainings with user, development teams, etc.
- Define, implement, and optimize support processes (ticket triage, escalation, major incident handling).
- Act as liaison between users and IT for feedback loops, collecting pain points and improvement opportunities.
- Escalate complex technical issues to L2/L3 support or development teams with detailed documentation and reproduction steps.
- Provide support in collaboration with the inventory team for the maintenance and registration of devices in the Unit.
- Provide support with the creation of virtual machines and storage solutions.
- Support the usage of data analysis software (e.g., STATA, Matlab, RStudio).
SPECIFIC EXPERTISE
- Knowledge of IT support processes (L1/L2 support, ticket triage, escalation).
- Experience with ITIL v4 service management practices (Incident, Request Fulfilment, Problem, Change).
- Knowledge of collaboration platforms (Confluence, SharePoint, Teams) and experience with managing documentation/user guides.
- Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow) for incident, problem, and request management.
- Knowledge of remote support tools (e.g., TeamViewer, RDP) to assist users effectively.
- Understanding of security awareness (phishing, MFA, password policies).
- Proven experience in managing software for statistical analysis in multi-user environments (mandatory, STATA, Matlab and Rstudio).
CERTIFICATIONS Mandatory: ITIL 4 Foundation certification or an equivalent certification.
SKILLS
- Skill in using operating systems, remote support tools, and ticketing systems.
- Ability to apply high quality standards.
- Ability to work effectively in an international and multicultural environment.
- Rapid self-starting capability and strong initiative.
- Proven experience working collaboratively within teams.
- Ability to participate in multilingual meetings.
- Ability to understand, speak and write English, and Italian as an additional asset.
- Excellent interpersonal and communication skills.
- Ability to work in a team as well as autonomously.
- Results-oriented mindset, focused on delivering.
- Proactively communicating project status, negotiating scope, and implementing service management practices to ensure user satisfaction.
Level : Senior Delivery mode: Near Site (Ispra, Italy) Deadline 02/11/26