The Financial Mechanism Office (FMO) is the secretariat of the EEA Grants and Norway Grants, and is affiliated to the European Free Trade Association (EFTA) in Brussels.
We are looking for a highly motivated and qualified candidate to fill a vacancy for a Technical Support Engineer in the FMO's Grant Management Systems Unit within the Compliance and Administration Department.
The Grant Management Systems Unit is responsible for application and operational management of the grant management systems of the FMO. The unit also provides consultation and support on other information applications of the FMO.
We expect candidates who are eager to work with the EEA and Norway Grants objective to reduce economic and social disparities in the European Economic Area (EEA) and to strengthen bilateral relations between the Donor States (Iceland, Liechtenstein and Norway) and the 15 Beneficiary States (Bulgaria, Croatia, Czech Republic, Cyprus, Estonia, Hungary, Greece, Latvia, Lithuania, Poland, Portugal, Malta, Romania, Slovakia and Slovenia).
The Grants are based on a programme model where the Beneficiary States are responsible for the programmes and for projects implemented under the programmes. A few programmes, notably regarding Civil Society, Regional Cooperation and Decent Work, are operated by the FMO.
The allocation for the new funding period (2014-2021) totals €2.8 billion. The priority sectors are:
- Innovation, Research, Education and Competitiveness;
- Social Inclusion, Youth Employment and Poverty Reduction;
- Environment, Energy, Climate Change and Low Carbon Economy;
- Culture, Civil Society, Good Governance and Fundamental Rights and Freedoms;
- Justice and Home Affairs.
The FMO offers an international, stimulating and diverse workplace, with over 60 employees comprising approximately 15-20 nationalities. Our values are: Professionalism, Cooperation, Trust, Responsibility and Respect.
The position is open to nationals of the EEA EFTA States (Iceland, Liechtenstein and Norway) and to nationals of the EU member states.
The Technical Support Engineer will provide IT technical support and administration for the grants management systems. The grant management systems support the administration of the EEA Grants and the Norway Grants and implementation of the programmes funded by the Grants. The grant management systems are used by the employees of the FMO as well as users in all Beneficiary States and Donor States. Programmes funded during the 2014-2021 financial period are managed in a custom developed web-based software system called GrACE, GrACE has recently been launched and further development is ongoing. For the 2009-2014 financial period the custom developed system is called DoRIS. Both IT systems, GrACE and DoRIS, are externally developed in .NET and MS SQL architecture.
The Technical Support Engineer will mainly work on first line technical support, application monitoring and administration. S/he will also work on the service desk tool administration and for other technical support tasks based on established SLA's and contracts.
The Technical Support Engineer reports to the Head of the Grants Management Systems unit.
- Provide first line support towards end users including prioritising and managing requests;
- Liaison with second line support for escalated issues and user requests;
- Acting as “super-user” for GrACE and DoRIS, supporting administration, monitoring and maintenance of the system;
- Providing support in documentation, training and rollout of GrACE functionality;
- Analyse and provide feedback on GrACE performance based on the system monitoring and the support tool reports;
- Providing support in further development efforts for the system, in particular taking part in requirements specification and user acceptance testing phases;
- Take on other tasks if needed and requested by the management.
- Qualifications: University degree (at Master's level) in Information Technology, Computer Science or a related discipline. Relevant certification is considered an advantage.
- Required experience:
- At least five years of relevant work in providing administration and/or technical support for software applications. Including but not limited to; supporting custom built systems by monitoring and tuning queries and data loads, management of end user requests and issue tracking, addressing user questions concerning data integrity, security, performance and communicating functional and technical issues;
- Previous experience with development and issue tracking tools such as Jira and Confluence;
- Previous experience writing queries in SQL;
- Previous experience working with standard Microsoft products including Windows Server, SQL Server and SharePoint.
- Desired experience:
- Knowledge and understanding of ITIL or other service management frameworks;
- Familiarity with application development in .NET using Agile methodologies;
- Previous experience with administration and configuration of helpdesk tools;
- Previous experience in providing training to end users and preparing training material;
- Previous experience with configuration of SharePoint.
- Strong problem solving and analytical skills;
- Strong interpersonal abilities, including patience, a dynamic and flexible attitude, and cultural sensitivity;
- Result-oriented approach, and a proactive and cooperative outlook;
- Technical proficiency and up-to-date knowledge of the latest IT and software trends;
- Self-reliance and autonomy, but also skills needed for team work;
- Ability to multitask and work to tight deadlines.
- Languages: Excellent oral and written communication skills in English (the working language of the FMO).
Grade: A3/A4 (depending on the experience of the candidate)
Annual starting salary: A3 EUR 80,717.76 / A4 EUR 93,799.92
Appointments are normally made at step 1 of the grade. The Director of the FMO reserves the right to appoint a candidate at a level different from that advertised. Through its recruitment policy, the FMO wants to ensure diversity in terms of gender, age and culture.
We offer very interesting and challenging positions in a dynamic and diverse environment and the opportunity to work in a team of highly qualified people. Salaries and related payments are exempt from taxation by the EFTA Member States, and as regulated in headquarters agreements, in the EFTA host states. Depending on the candidate's family status, benefits and allowances may apply.
Interested applicants should apply online via the button below.
We reserve the right to consider well qualified candidates, who will not be selected for these positions, for future relevant vacancies.
Deadline for submission of application: 30 June 2019.
Interviews are tentatively scheduled to take place in September 2019, with a starting date in January 2020.