We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.

For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

A day in the life of a Technical Knowledge Specialist for Large European Institutions Projects.

Join our dynamic team and contribute to delivering high-quality technical knowledge support to our customers!

As a Technical Knowledge Specialist, you will play an essential role in maintaining the quality of customer service and the continuous improvement of our technical support knowledge.

Your primary responsibilities will be to identify knowledge gaps in the way tickets are handled and ensure that relevant information is documented to enhance our knowledge base.

Here is an overview of your main responsibilities:

Ticket Analysis:

• Analyzing tickets considering the supported activity and customer requests, to identify knowledge gaps in the Service Management activities.
• Assess the complexity of reported issues via ticketing system and reporting tools, and the need for knowledge to treat them efficiently.

Communication with Support Teams:

• Facilitate communication between support, development teams and EC stakeholders, to ensure quick and accurate responses to customers.

Information Documentation:

• Extract knowledge from ticket analysis and structure it in a concise and logical manner, and ensure it is “fit-for-purpose”.
• Transcribe relevant information for the Support Teams, including procedures (SOP), resolutions, and “how-to” articles, into a shared knowledge base (Confluence or SharePoint).

Knowledge Management:

• Ensure regular updates for the maintenance of the knowledge base to reflect identified technical solutions and best practices.
• Practical understanding of knowledge management related processes: capture and creation, validation, publication, maintenance, retirement, archive.

Internal Communication:

• Inform Support Agents of new procedures, solutions, and knowledge base updates.
• Provide training, workshops, and guidance to team members to help them better understand complex issues.

Tools:

• Knowledge of Confluence: page tree creation, creation of content using macros, usage of analytics.
• Knowledge of SharePoint: naming convention, categorisation of documentation based on document type, versioning history, approval workflows.
• Knowledge of Service Management systems using ITIL methodology: Incident Management, Problem Management, Knowledge Management.

If you have:

• At least 2 years of experience with similar activities.
• Previous experience with processes and systems managing Calls for Proposals, Calls for Tenders and related activities.
• Previous experience with Confluence, SharePoint, and Service Management systems
• Excellent communication skills in English and fluent in French.
• Practical knowledge of Knowledge Management and Service Management (ITIL) / ITIL certified.
• Ability to analyze technical issues and effectively communicate knowledge extracted to Support Teams.
• Attention to detail and the excellent ability to document information clearly and concisely.
• Ability to manage multiple tasks simultaneously.
• Commitment to continuous improvement and knowledge sharing within the team.

…then this position is suitable for you!

It would be nice if you had:

• Experience with preparing training material and providing trainings
• Experience with producing and presenting reports
• Previous experience in European Institutions

This position comes with:

• Competitive compensation packages.
• Interesting and challenging tasks within large-scale projects.
• An international dynamic within a fast-paced working environment.
• The opportunity to work in a diverse environment with talented colleagues.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic.

#LI-SS1

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU 

 #BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.