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- EFSA/F/4/2024/03 Requisition #
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- Jul 22, 2024 Post Date
Thanks for your interest in the Service Officer position.
Unfortunately this position has been closed but you can search our 6 open jobs by clicking here.
WHAT ARE THE SELECTION REQUIREMENTS?
You must satisfy the following requirements on the closing date for submission of your application:
I. Eligibility criteria
1. General requirements
• Be national of a Member State of the European Union, Iceland or Norway;
• Enjoy full rights as a citizen;
• Have fulfilled any obligations imposed by laws concerning military service;
• Be physically fit to perform the duties linked to the post;[1]
• Have a thorough knowledge of one of the EU official languages and a satisfactory knowledge of another EU language;
• Meet the character requirements for the duties involved.
2. Qualifications
A level of education which corresponds to completed university studies of at least three (3) years attested by a diploma in Computer Science, Mathematics, Physics, Data Management, Systems Engineering, Telecommunications or any other related areas. [2]
In case you do not fulfil all the eligibility criteria, your application will not be taken into consideration.
II. Selection criteria
The following competencies will be assessed throughout the different phases of the selection procedure. Candidates are also expected to demonstrate effective communication in both spoken and written English as well as strong motivation for the position.
1. Technical competencies
i. At least 1 year of professional experience in data management and reporting:
a. Understanding how to exploit data of relevant IT service management tools, ticketing systems, and knowledge base platforms.
b. Utilizing reporting tools (e.g. Power BI, Tableau, etc.) to create and maintain dashboards and reports that provide insights into EFSA IT service delivery performance.
c. Ensuring accurate data collection, analyzing, and reporting on key performance indicators (KPIs) and service level agreements (SLAs).
ii. At least 1 year of professional experience in automation in IT and Business processes improvement:
a. Designing, developing, and implementing automation workflows using dedicated tools (e.g. Power Automate) to enhance efficiency in IT service processes.
b. Continuously evaluating and optimizing existing workflows to improve service delivery and reduce manual efforts.
c. Proactively identifying and canalizing the business needs as well as to highlight interdependences across business areas.
iii. Professional experience in ensuring end-user satisfaction and effective adoption of digital workplace technologies:
a. Facilitating communication, training and guidance to end-users on the use of digital workplace tools and applications.
b. Gathering feedback and identifying areas for process optimization and user experience improvements.
iv. At least 1 year of professional experience in monitoring IT service desk support and incident/problem management, including:
a. Identifying technical issues related to hardware, software, network connectivity, and IT systems.
b. Documenting and following established protocols and procedures for ticket resolution.
c. Documenting support interactions, hand over notes and updating knowledge base articles.
d. Collaborating with cross-functional teams to resolve complex issues and ensure smooth IT service delivery.
v. Professional experience in supporting and coordinating the transition to production phases of new digital workplace services and applications, including active participation in:
a. Testing activities, documentation and reporting on testing results and identified issues.
b. Coordinating with development and operations teams for successful deployment and go-live activities.
vi. Certifications in IT Service Management Frameworks (e.g. ITIL, Six Sigma, Cobit, CMMI).
2. Behavioural competencies
i. Deal with ambiguity: Able to work constructively within unexpected and unpredictable situations and show resilience and composure, even in difficult or adverse circumstances; able to decide and act without having the total picture; accept constructive feedback in a positive manner;
ii. Demonstrate political savvy and strategic agility: Look beyond the current situation and visualise what the future can bring with a keen sense for arising opportunities and good understanding of how and when to best pursue them; able to think in a creative and innovative way;
iii. Focus on stakeholder needs: Committed to meet the expectations and requirements of internal and external stakeholders; establish and maintain effective relationships with stakeholders and gain their trust and respect;
iv. Plan and measure for results: Set ambitious goals that exceed the targets and create plans to achieve them; ensure an efficient and responsible planning and management of resources;
v. Work with others: Work confidently within a group and contribute to achieve the common goals, understanding own role and how it supports the team and the organisation; able to cooperate, listen actively, manage conflicts and motivate colleagues.
NOTE
Candidates are invited to read the ANNEX that represents an integral part of this vacancy and provides information on how to complete the application, the steps of the selection process the rules on independence and appeal procedures. Selection steps applicable to this selection procedure: following the evaluation of applications phase the best qualified candidates will be directly invited to the written test and interview with the selection board.
[1] Before appointment, a successful candidate shall be medically examined by an institution’s medical officer in order that the European Food Safety Authority may be satisfied that the candidate fulfils the requirement of article 28(e) of the Staff Regulations of the Officials of the European Communities.
[2] Any academic qualification mentioned in the application form shall be duly supported by evidence (original or certified copies of e.g. diplomas, certification, etc.) Only qualifications issued by EU Member State authorities and qualifications recognised as equivalent by the relevant EU Member State authorities will be accepted. In instances where diplomas are obtained from a non-EU Member State, EFSA may request the candidate to provide a relevant document of comparability issued by a recognised authority.