Application and Infrastructure Helpdesk Support

at  Universit du Luxembourg

The University of Luxembourg is an international research university with a distinctly multilingual and interdisciplinary character.
Created in 2003, it strives today to meet tomorrow’s major societal challenges, by nurturing an interdisciplinary approach and international outlook, investing in scientific quality and innovation, as well as offering personalised and multilingual teaching. The institution places particular emphasis on research with impact. To achieve this goal, its research priorities focus on digital transformation, medicine and health, as well as sustainable and societal development.
The University invests in its knowledge and technology transfer through an attractive intellectual property policy and numerous partnerships. 7,500 students are enrolled at Uni.lu, of which 1,000 are doctoral candidates. With 300 professors, students have privileged access to world-renowned expertise.
Times Higher Education ranks Uni.lu 20th in the Young University Ranking 2024 and among the top 250 universities in the world.
The IT department of the University enables a community of +8000 users (scientific researchers, professors, admin staff, students) in their daily teaching/working activities. The IT User Services & Support Team’s (~20 pp) key mission is to offer a seamless IT journey for the end-user, where they are not only supported in case of technical issues but most importantly empowered and accompanied to acquire new digital skills and gain ownership on different ICT tools. In this context, the IT User Services & Support Team is looking for a new collaborator in the domain of Asset Management who should have very good technical skills as well as be driven by first class customer service.

The role is reporting to the Team Leader User Services & Support of the University’s IT Department. We are seeking a candidate interested in a temporary (CDD) contract of 15 months.
The CMDB Manager will be responsible for ensuring the Configuration Management Database (CMDB) accurately reflects the IT infrastructure, supports the service management processes, and aligns with the IT strategy of the university. This role ensures that the CMDB provides accurate information about IT assets and their configurations and conducts regular audits to ensure the CMDB’s integrity and accuracy.

CMDB Management:

• Develop and maintain the CMDB, and ensure it supports the IT department’s service management processes
• Lead the planning, design, and implementation of the CMDB and its processes
• Ensure the CMDB provides accurate information about end-user IT assets and their configurations
• Collaborate with IT teams to identify and define end-user configuration items (CIs) and their relationships
• Establish and enforce CMDB policies, standards, and procedures
• Conduct regular audits to ensure the CMDB’s integrity and accuracy
• Provide logistical support for IT asset management projects and initiatives
• Ensure compliance with university policies and procedures regarding IT assets
• Provide reports on asset utilization and lifecycle management

IT Support:

• To anticipate potential issues which could impact the IT experience of a user and find solutions to eliminate/minimize this impact, escalating when appropriate
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to our users as soon as possible
• To contribute to policy documents and updates related to asset management
• To build relationships with colleagues to ensure IT standards and consistency
• To undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility