Application Support Agent medior

Introduction / Context

As a full-time employee, you will be working with the support team of the application at the Directorate-General for Health and Food Safety (SANTE). You will be working for the team of the European database on medical devices (EUDAMED), an online platform that provides a living picture of the lifecycle of medical devices that are made available in the European Union (EU). It will integrate different electronic systems to collate and process information about medical devices and related companies (e.g. manufacturers). In doing so, EUDAMED aims to enhance overall transparency, through better access to information for the public and healthcare professionals, and coordination between the different Member States in the EU.

Job Summary:

As Application Support Agent you will assist the support team in ensuring smooth operations and high-quality service for users of the EUDAMED system. You will contribute to improving customer service, resolving user issues, and supporting the team in handling tickets and system updates.

·       Daily Ticket Management (ServiceNow):

o   Monitor and manage incoming support tickets in ServiceNow.

o   Categorize, prioritize, and assign tickets according to internal procedures.

o   Provide first-line support by investigating and resolving common issues.

o   Escalate complex or unresolved issues to senior team members or other departments.

o   Ensure timely updates and clear communication with users throughout the ticket lifecycle.

·       Release Support:

o   Stay informed about upcoming EUDAMED releases and known issues.

o   Assist in updating internal documentation and support materials.

·       User Feedback Collection:

o   Help gather and organize feedback from users after each release to support continuous improvement.

·       Documentation:

o   Maintain accurate records of issues, solutions, and procedures in the knowledge base.

·       Collaboration:

o   Work closely with other support team members and communicate with developers, QA, and business analysts when needed.

·       Crisis Support:

o   Assist in urgent or high-impact situations by helping coordinate responses and documenting actions taken.

Minimum qualifications:

·       Bachelor’s degree in IT, Computer Science, or a related field (or equivalent practical experience).

Experience:

·       Up to 5 years of experience in IT support or helpdesk roles.

·       Familiarity with ServiceNow or similar ticketing systems is a strong plus.

Skills

·       Basic understanding of IT support processes and troubleshooting.

·       Good communication and interpersonal skills.

·       Familiarity with MS Office and Atlassian tools (JIRA, Confluence) is a plus.

·       Strong willingness to learn and grow in a team-oriented environment.

·       Ability to work in a multicultural and international setting.

Location

Brussels, Belgium