Support Manager [based in Belgium]

Who are we?

Trasys International is a dynamic global organization that takes pride in being the trusted partner of EU Institutions. With strong commitment to excellence and a 30-years track record of delivering high-quality solutions, we are dedicated to supporting the growth and success of our clients. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) modernization of solutions, digital workspaces, cloud technologies and IT security. Our Headquarters are in Brussels and we have active accounts and offices across Europe (i.e. Luxembourg, Amsterdam, Athens, Stockholm, Geneva).

Is this YOU?

For one of our main clients based in Brussels - an European Institution, we are looking for a Support Manager with expertise in complex business processes and PL/SQL to join our team in the area of audit, financial fraud investigation and support of management of EU structural funds. You will be responsible for 1. User support of their application (70% of the time), 2. Testing (30% of the time), and 3. User training (1% of the time).

You need to be based in Belgium and work on hybrid mode (once a week presence in the office in Brussels). 

More specifically, you will be responsible for...

• Organisation , implementation and maintenance of (IS) support
• Coordination of support teams
• IS Service management
• Coordination with the project teams
• Coordination of wiki sites, collaborative sites or social networks
• Follow-up of service quality
• Management and follow-up of user requests
• Guidance regarding the use of information systems
• Management of incidents related to information systems and organisation of the reporting
• Conception and organisation of user documentation for information systems
• Conception and management of IS and ICT trainings
• Participation in user, service and project meetings
• Elaboration and implementation of relevant support processes
• Self-learning, support, testing, bug reporting, and documentation.

Are you the perfect match? 

• Bachelor's/Master's degree
• Good IT skills
• Minimum 7 years of experience in user support
• Experience of PL/SQL (designing new queries, debugging and/or fine-tuning existing queries). Experience with Microsoft SQL Server Management Studio would be an asset
• Mastery of Excel filters, pivots, charts, and complex formulas. Knowledge and experience with VBA macros would be an asset.
• Knowledge and experience with Jira
• Knowledge of statistical mathematics fundamentals
• Good knowledge and experience with ITIL
• Knowledge of wiki, collaborative sites and social networks
• Excellent communication / writing skills
• Ability to give presentations
  
• Proven capacity to autonomously learn very complex business processes, even with incomplete and/or outdated documentation
• Capability of working in an international/multi-cultural environment, rapid self-starting capability and experience in working in team; leadership capability
• English language proficiency (C1/C2).