ITSM Process Engineer

The selected candidate must reside either at this location or within a reasonable proximity that allows for the satisfactory execution of their duties
Nature of the competition:  Internal and external competition
Applicable regulations:  Conditions of Employment of Contract Staff at EUROCONTROL assigned at the Maastricht Centre
Duration of engagement:  5 Year(s) - extension or conversion of the contract is possible
Security clearance:  Security vetting may be required in accordance with the relevant EUROCONTROL security provisions
Directorate/Service:  MAAS/DIR/SQS - Safety, Quality & Security Management
Working arrangement:  Hybrid work (A blend of onsite and remote work).  Please note that EUROCONTROL does not offer full-time remote working arrangements.
Reserve list:  Applicable
Your team  Within the Directorate Maastricht Upper Area Control Centre, the "Safety, Quality & Security (SQS)" service manages MUAC's safety, quality and security processes. The service is also responsible for activities required to develop and maintain the MUAC Management System including the monitoring of its operation. It ensures compliance with the applicable regulatory requirements.

Your role  

Your role will be to:
Collaborate with process owners to gather and analyse new requirements and change proposals for process workflows (such as, incident, change, and release management, etc.), investigating possible issues and ramifications with other processes.
Design, implement, and maintain existing and new features or modifications to the ITSM application, ensuring compliance with MMS requirements.
Create and update documentation to comply with software lifecycle methodologies.
Provide technical support for the ITSM application within production, test, and development environments.
Monitor and optimize the performance of applications and workflows, identifying and resolving any performance issues.
Create reports and perform data analysis to identify trends and insights.
Integrate systems/tools to enable seamless data exchange and process automation.
Carry out any other task in line with the main purpose of the job.
Required qualifications, experience & competencies   A level of post-secondary in a relevant field (i.e., Engineering, Computer Science) and appropriate professional experience of 3 years OR completed university studies of at least 3 years in a relevant field (i.e., Engineering, Computer Science) and professional experience of 1 year.
A minimum of 2 years of relevant experience to perform the advertised tasks.

Experience with the development of ITSM software (e.g. Remedy, JIRA, Service Now, etc.).

Experience with the BMC Remedy framework will be considered an advantage.
Knowledge of the ITIL framework.
Knowledge of Relational Databases (e.g., Oracle) and SQL.

Experience with reporting tools (e.g., Oracle Reports) will be considered an advantage.
Analytical thinking:
You analyse information and identify relationships.
Communication:
You are able to foster two-way communication.
Problem-solving:
You anticipate and solve business issues.
Teamwork:
You foster teamwork.
Result focus:
You seek to improve personal performance.
Ability to work in a multinational and multicultural environment.
Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
The working languages of the Agency are English and French.  For this particular job, candidates must be proficient users of English at level C1.
Applications will be accepted from nationals of EUROCONTROL Member States only.
The selected candidate will be offered a contract of 5 Year(s) and it may be renewed up to a maximum of 9 years or converted into an undetermined contract pursuant to the provisions of the Conditions of Employment of Contract Staff ore being established in the post, he/she will be requested to provide certified copies of his/her degrees and successfully serve a probationary period of 9 months.
The employment can be terminated earlier by both parts at the end of the period of notice that will be specified in the contract. The period of notice shall not be less than one month per year of service, subject to a minimum of one month and a maximum of three months. In case of renewal the maximum shall be six months.

In case the contract is for an undetermined period, the period of notice shall not be less than one month per year of service, subject to a minimum of three month and a maximum of 10 months.
The successful candidate shall be engaged in principle at the basic grade of the advertised grades.
Candidates declared suitable who are not selected for the post will be placed on a reserve list for similar roles. The reserve list will be valid for one year from the closing date of applications.
EUROCONTROL is an equal opportunities employer. We are committed to equality and diversity. In the event of equal merit, preference may be given to the applicant from the under-represented diversity…