Support Manager - Brussels - Near site

at  Seidor

We are on the lookout for a/an Support manager to join our team for working with European Institutions based in Brussels in an near site position.
Get to know us - SEIDOR
At SEIDOR, we drive client transformation and competitiveness with cutting-edge technology and innovation , with a relentless focus on the human element and a commitment to nurturing talent and sustainable growth.
As a diverse and inclusive company that champions equal opportunity, we boast a team of over 8,000 professionals in our global presence across 45 countries in Europe, Latin America, the USA, the Middle East, Africa, and Asia.
We believe the digital world’s challenges require not only the best technologies and partnerships but most importantly, the best people. That’s where you come in – we need you to help us scale new heights.
For this position you would be working with our client from the European institutions.
EMPL A4, in partnership with other Commission services and stakeholders, provides high quality corporate solutions and information systems for digital solutions that support the objectives of DG EMPL. These solutions and information systems support the administrative processes, the strategies of DG EMPL and the implementation of policy actions in Member States, enabling the successful implementation of the Commission’s Digital Transformation and EU policies.
In close collaboration with other Commission services and its customers, EMPL A4 builds and operates solutions in the areas of audit, financial fraud and support of management of EU Structural funds.
Your role
1. Self-Learning: Self-learning of very complex business processes, covering a wide range of matters (finance management and control, EU funds management, EU politics, audit procedures, statistical calculations, risk assessment, etc.). This self-learning task requires self-organisation, autonomous search in documentation (often spread across multiple locations), self-assessment of progress and learning needs, etc.
2. Support: Support to Member States users and Commission users for helping them using Arachne. This support is always provided through email exchanges (not over the phone, and never on site). These support activities comprise :

Managing emails in the Arachne functional mailbox ;

• Understanding the users’ requests (very often unclear, incomplete and/or nottargeting the real problem), communicating with users to clarify their requests every time it is needed ;
• Searching and/or drafting the best answer to user requests, making sure it is correct, consistent with Arachne documentation and consistent with the previous answers given to similar requests. This implies :
• Searching through the Arachne documentation (which is rather comprehensive but not complete, not up-to-date and not 100% consistent) ;
• Searching through the Arachne functional mailbox (hundreds of subfolders,thousands of messages)
• Keeping track of the requests status (for monitoring) ;
• Searching and/or updating specific data directly in the database (using MicrosoftSQL Server Management Studio and/or through custom-made PL-SQL queries), tocheck bugs raised by users, to create ad-hoc and custom reports, and to performsimple updates in the database (for user access rights management, for example).
• Collaborating with the Arachne team members to analyse and solve the mostdifficult requests ;
• Collaborating with the Arachne team members to review and assess the supportprocedures, and for proposing ways to improve them.
• This support encompasses all the standard support levels :
• Support level 1 - basic helpdesk resolution,
• Support level 2 - in-depth technical support,
• Support level 3 - expert Arachne support,o Support level 4 - support for problems not solvable by the Commission ; this level requires liaising with the external IT firm providing and maintaining the Arachne IT system.

1. Documentation: As the support work (described above) may reveal missing, incomplete, inconsistent and/or not up-to-date information in the Arachne documentation, the person shall review and update of the Arachne documentation, every time flaws are found.
2. Training and Presentations: Preparation, practical organisation, delivery, assessment and improvement of training sessions and general presentations of Arachne.For information : on average (in the years 2022 and 2023), the EMPL A4 Arachne team (5 people) provided around 40 trainings and 40 presentations each year. Around 85% of these events lasted half-a-day or less, 15% lasted 1 to 2 days, and 5% lasted more (4 days being the maximum – very exceptional).
   The person, as newcomer, will gradually be asked to deliver trainings, after the 12 weeks period described below ("Onboarding Programme"). During the first year, the person may deliver 5 to 10 trainings or presentations maximum, all at beginner level. Over the years, the person will be asked to deliver more trainings and presentations (at beginner and advanced level).
3. Testing: The person shall participate to the design, execution, and reporting of User
   Acceptance Tests and Non-Regression Tests. The Arachne team perform these tests on behalf of users (thus the need for a complete mastery of the business processes prior to carrying out testing tasks). The testing also comprises searching and deep diving in the DB to find the root cause of bugs and to provide supporting evidence for documenting bugs, by designing, running and fine-tuning PL/SQL queries. The management of bugs is done with Jira.
4. Bug Reporting: The person shall report bugs in Jira, liaise with Developers for fixing these bugs, and monitor them until their resolution in production.

Please refer the Job description for details