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