Support Manager -- Arachne -- BELGIUM

Support Manager - Arachne Project

The task will be to oversee the implementation, coordination, and maintenance of Information Systems (IS) support.

Manage support teams, ensure high-quality service, and coordinate with project teams.

User Support:

Provide user support through email (no phone or on-site assistance).

Manage and respond to user queries from the Arachne functional mailbox.

Clarify, troubleshoot, and resolve user issues in alignment with Arachne documentation.

Monitor request status and update user rights via SQL queries.

Incident & Request Management:

Manage IS incidents, report on issues, and ensure prompt resolution.

Create and update user documentation and processes for the Arachne platform.

Training & Documentation:

Develop and deliver IS and ICT training sessions and user guides.

Organize presentations and review support documentation for accuracy and updates.

Testing & Bug Management:

Participate in User Acceptance Testing and Non-Regression Testing.

Report and track bugs using Jira, liaising with developers for resolution.

Process Improvement:

Develop and implement support processes, ensuring continuous improvement and alignment with best practices.

Specific Tasks:

Self-learn complex business processes (eg, finance, fund management, audits).

Analyze and provide solutions to user queries, often involving incomplete information.

Create ad-hoc reports and database updates using PL/SQL and Microsoft SQL Server Management Studio.

Collaborate with the Arachne team to solve complex user issues and improve support procedures.

Support Levels:

Provide all levels of support (1-4), including liaising with external IT firms when necessary.

General Skills & Knowledge:

Strong IT and communication skills, ability to deliver presentations.

High-quality standards and experience in international/multi-cultural environments.

English proficiency (C1/C2); French is an advantage.

Specific Skills & Expertise needed:

Proven ability to self-learn complex processes.

Analytical and logical thinking to spot inconsistencies.

Experience with PL/SQL, SQL Server, Excel (advanced), and Jira.

ITIL foundation certification is a plus.

This role is located in Belgium so we are first and foremost looking for candidates living in Belgium.

Pay Rate: Euro 45-50/h.