Digital Services Assistant

The Digital User Support Sector (DUSS) at the EPPO is accountable for formulating and executing strategies for the EPPO Digital Workplace while providing comprehensive support and assistance to a diverse user base spanning across all EPPO Member States. 

As a key member of the Digital User Support Sector within the Digital Services Unit, you will play a pivotal role in facilitating day-to-day support for the Case Management Ecosystem (CMS). Your primary focus will be to deliver high quality Level 1 Support to end-users, ensuring seamless functionality to facilitate their daily work within CMS. The Case Management Ecosystem is the core business system of the EPPO, allowing European Prosecutors, EPPO case workers and analysts to perform all the casework and analysis-related functions, at every stage of the case lifecycle. 

CMS support is provided covering extended business hours (08:00-19:00), carried out in shifts.

Tasks and responsibilities:

Reporting to the Head of the Digital User Support Sector, the Digital Services Assistant will be responsible for:

• Providing 1^st level technical support for the CMS Ecosystem, including its underlying infrastructure, registering, troubleshooting, resolving end-user issues and incidents and collaborating with 2^nd level support for escalations.
• Delivering and assisting in drafting technical documentation, creating and testing standard operational procedures, drafting end-user manuals.
• Participating as a technical expert in CMS improvement projects and contributing to solution designs.
• Preparing and delivering hands-on training for the onboarding of new staff.
• Operating EPPO IT services according to agreed service levels, ITSM best practices, internal policies and procedures.
• Assisting other DUSS team members in the provision of daily end-user support activities for all IT hardware, applications and services within the EPPO Digital Workspace, to assure support availability and mobility.

How to apply