Company: Cronos Europa
Location: Brussels, Belgium (must live within 2 hours of Brussels by car)
Job Type: Long-term Project
Nationality Requirement: European Union Citizenship Required
For one of our clients at the European Commission, we are currently looking for a Senior Application Support Agent/Team lead profile.
Key Responsibilities:
* Deliver second-line support for financial reimbursement applications, including handling user queries, investigating incidents, and performing functional analysis
* Process incidents, service requests, and follow-up actions using internal ticketing tools such as ServiceNow
* Maintain regular communication with stakeholders, escalating complex issues when necessary
* Ensure consistency in incident management and documentation across the team
* Guide team members in problem-solving, ensuring solutions are well-documented and shared
* Contribute to onboarding and training of new colleagues, fostering a collaborative and supportive team environment
* Act as the main point of coordination for the financial reimbursements subservice, ensuring alignment with client expectations and operational continuity
Required Skills & Experience
* Experience in ITIL-based environments (incident and problem management)
* At least 3 years of hands-on experience with SQL and PL/SQL
* Proficiency in Oracle SQL Developer
* At least one year of experience in support team coordination
* Strong organizational and coordination skills – to effectively manage team priorities, delegate tasks, and ensure timely delivery of services.
* Excellent communication and interpersonal abilities – to facilitate collaboration within the team and maintain clear interactions with stakeholders.
* Proactive problem-solving and decision-making – to address challenges efficiently and guide the team through complex or high-pressure situations.
* Familiarity with ticketing systems like ServiceNow
* Strong command of English, both spoken and written
Assets (Nice to Have)
* Oracle certification (Database or Application Support)
* Experience with Unix/Linux environments
* Familiarity with XML
* Understanding of web APIs and tools like Postman