X Application Support Specialists – REMOTE

2 x Application Support Specialists – REMOTE

Freelance Opportunity – Long term contract

Location: REMOTE Home office EC territory only.

Minimum IT relevant professional experience (years): 1

Minimum project experience relevant to the profile or at similar position (years): 1

Degree: bachelor’s degree (ICT relevant degree is NOT mandatory)

• Proficient in using MS Office package.
• Knowledge of IT terminology and concepts, including troubleshooting and problem-solving.
• Experience in the use of ticketing systems, dealing with case, incident and/or problem management.
• At least one year of professional experience in a Call Centre, Service Centre, Support team or Help Desk.
• Holds ability to document effectively.
• Presents problem solving skills.

• At least two years of professional experience in web content management in educational online software used for training management and administration of learners and results or similar systems used for: administration of resources, users management or content development.
• At least two years of professional experience in using learning management systems or similar as site administrator and/or content creator.
• Ability to document solutions and draft manuals, guidelines and procedures.

• Supports establishing and respecting business rules and procedures.
• Drafts guidelines and procedural steps for system usage by the end-users.
• Provides corrective and perfective actions to maintain the standard operations and business processes.
• Documents changes and updates of the processes.
• Draft manuals and standard operating procedures of the Academy’s online system.
• Creates and periodically updates the digital content in systems upon request.
• Provides general support, assistance and training to the end-users related to using the application.
• Creates machine-readable files with the structure for implementation of the annual action plan, including the activities for each project and course and import in the system. Creates/updates machine-readable files for each activity that contains the site structure for all the actions and import approved and planned budget.
• Updates machine-readable files for the action plan with events details organised by the Academy.
• Provides support on invitation and registration of participants to the events, imports agency users from AD and allocates them to each activity/action.
• Monitors the implementation of the training activities, budget planning, participants registration, attendance and reimbursement by creating and importing machine-readable files to update the system.
• Monitors the users registration and accounts approval.
• Provides support to Academy’s stakeholders on approval and rejecting of registrations, administration and management of accounts.
• Monitors and provides support in adding new curricula into the digital library according to the standard operating procedures, creates machine-readable files to transfer the content from pdf to the CURRICULA Library database.
• Performs standardisations and duplications of the course iterations in the Learning Management System according to the standard operating procedures.
• Registers the requests for training and follows the implementation, collects the requests for courses delivery and implements them to the Training Registration Application, manual or via machine readable files.
• Provides user support for completion of learner portfolio.
• Updates and processes learner personalised results by creating and importing machine-readable files with learner results.

• Provides general support, assistance and training to the end-users related to using the visualisations of the key performance indicators (KPI), analysis and reports of the Academy data.

• Provides users support in implementation of the courses, access and enrolment of participants for delivery of operational training programmes, specialised and leadership training.
• Provides support in setting up and…