Intermediate ITSM Tool Specialist

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:         

• Must be able to Configure, tailor, and administer IT Service Management (ITSM) tools (e.g. HP Service Manager 9) to meet the needs of the various ITSM processes
• Provide in-depth technical planning, designing, and administering of the ITSM suite of applications
• Migrate, Test, identify and correct defects
• Integrate with System management products and vendor supplied Application Programming Interfaces (APIs)
• Provide leadership in recommendations based on best practices and experience in service management
• Understanding of interactions and dependencies across IT systems

Education:      

• Minimum 3 years of relevant education (bachelor or equivalent) after the secondary school

Minimum Experience:

• Minimum 6 years of IT professional experience
• Minimum of 5 years of experience in medium to large scale implementations of ITSM tools

Additional needed qualification, knowledge and skills:

• Configuration and development experience with Service, Incident, Problem, Service Catalogue, Request, and Change Management modules in a Service Management tool
• Working knowledge of best practices and of the functionality provided by an out of box system
• ITIL/ITIL V3 Foundation Certification