Service Reporting Specialist

Spektrum have a wide range of exciting opportunities in several global locations.  We are always looking to add great new talent to our team and look forward to hearing from you. BACKGROUND: eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) manages large-scale IT systems to support the implementation of asylum, border management and migration policies in the European Union (EU). The Agency is also a front-runner for the digitalisation efforts of the EU's Justice and Home Affairs domain, building a new information architecture and contributing to the development of a new security ecosystem. Since the Agency's beginnings in 2012, eu-LISA has become the digital engine of the Schengen Area. With its activities and tasks, the Agency adds value to the EU Member States by supporting their efforts towards justice, security and freedom. TASK DESCRIPTION:         * Coordination of the day to day delivery of all live service elements in accordance with agreed SLAs and contractual requirements * Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimising risk * Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs) * Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting * Ensuring quality is maintained throughout the service delivery process * Develop a good understanding of the Agency’s services operations and functional processes * Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered * Assist in support models and managing transition of projects and new services into the business as usual model * Assist in coordinating Problem and Release management activities to ensure effective service management * Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks * Ensures quality of Known Error records and the Knowledge Database * Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involves Supplier Management when necessary * Conducts Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager * Ensures that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met * Takes escalations from Problem Coordinator and handles them accordingly EDUCATION:        * Minimum 4 years of relevant education (master or equivalent) after the secondary school MINIMUM EXPERIENCE: * Minimum 6 years of experience in enterprise level IT environments. * Minimum 3 years of Change/Incident/Problem Management or Project Management experience. ADDITIONAL NEEDED QUALIFICATION, KNOWLEDGE AND SKILLS:         * ITIL/ITIL V3 Foundation Certification * People-management skills coupled with strong communication skills * Good planning skills that go along with proper time management. * Problem-solving skills. * Proven communication skills with multiple levels of an organization, including interaction with senior management * Strong influencing and relationship management skills. * Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities. * Self-driven and resourceful to achieve goals independently as well as work well in groups. * High level of IT literacy – MS Office (Word, Excel, PowerPoint). We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.

Spektrum have a wide range of exciting opportunities in several global locations.  We are always looking to add great new talent to our team and look forward to hearing from you. BACKGROUND: eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) manages large-scale IT systems to support the implementation of asylum, border management and migration policies in the European Union (EU). The Agency is also a front-runner for the digitalisation efforts of the EU's Justice and Home Affairs domain, building a new information architecture and contributing to the development of a new security ecosystem. Since the Agency's beginnings in 2012, eu-LISA has become the digital engine of the Schengen Area. With its activities and tasks, the Agency adds value to the EU Member States by supporting their efforts towards justice, security and freedom. TASK DESCRIPTION:          * Architecture and design of information systems. * Review of the architecture of existing systems * Design and development of component architecture and building blocks * Analysis of the integration of different information systems * Data analysis and data modelling. * Coordination of the implementation of the technical architecture * Technical interface between the project leaders and the developers * Production of software architecture documents * Participation in technical working groups, progress meetings and meetings with the users * Assistance in the testing, the technical documentation, the deployment, the evaluation and the reporting EDUCATION:        * Minimum 3 years of relevant education (bachelor or equivalent) after the secondary school MINIMUM EXPERIENCE: * Minimum 6 years of IT professional experience (overall encompassing at least half of the first ten "Qualification, Knowledge and skills" domains below) * Minimum 2 years’ experience in architecture and design of information systems * Minimum 2 years’ experience in development of information systems * Minimum 2 years’ experience with Unified Modelling Language (UML) or Computer-Aided Software Engineering (CASE) tools ADDITIONAL NEEDED QUALIFICATION, KNOWLEDGE AND SKILLS:          * Experience in Service Bus Architecture * Experience with relational databases * Experience in web technologies * Experience with Linux, UNIX or AIX Enterprise environment * In-depth knowledge of Service Oriented Architecture * In depth knowledge of applications design * In depth knowledge of modelling tools * Good knowledge of Object Oriented Programming languages * Good knowledge of Relational Database Management Systems (DBMS) * Good knowledge of business process analysis * Knowledge of interoperability technology (e.g. web services, message oriented middleware, service oriented bus) * Good redaction skills. * Ability to give technical presentations * Ability to apply high quality standards * Ability to cope with fast changing technologies used in application architecture and design * Ability to participate in multi-lingual meetings, good communication skills. * Capability of working in team. * Open Group TOGAF (level 1 and 2) certification advantageous (in depth knowledge of the framework) together with knowledge of Enterprise Architecture principles.). We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.