SERVICE OFFICER

Service Officer EFSA/F/   The European Food Safety Authority (EFSA), based in Parma, Italy  is looking for a  Service Officer (Contract Agent, Function Group IV)     Please send us your application by no later than  9 September  at   (local time), following the instructions in the ANNEX.
The purpose of this call is to establish a talent pool (reserve list) that may be used for the recruitment of staff when a position becomes available and will be valid until   .
The validity of the talent pool may be extended.
IS THIS JOB FOR YOU?   EFSA is seeking a highly motivated Service Officer with a robust background in IT service desk support, automation, and digital workplace technologies.
The ideal candidate will have hands-on experience in managing and enhancing Digital Service Delivery through innovative solutions and must possess a thorough understanding of data management, reporting tools, and emerging technologies, including cloud services and AI.
If you are passionate about improving organizational digital transformation and IT operational service delivery through technology and excel in a dynamic, scientific-based international organization, we encourage you to apply for this exciting and rewarding opportunity.
Your key responsibilities   • Participate to the success of IT service operations, collaborating in the effective service management and maintaining high levels of end-user satisfaction within a context where IT operation is completely outsourced.
• Design and implement automation to enhance the efficiency of IT service processes.
Participate in Lean activities to reduce Business efforts and improve the Digital Workplace service delivery.
• Utilize IT service management (ITSM) tools to extract and manage data effectively.
Develop and maintain informative dashboards and reports using tools such as Power BI to monitor and analyse EFSA IT service delivery performance.
• Collaborate with different EFSA teams to resolve complex issues and ensure smooth IT service delivery.
Escalate and coordinate with subject matter experts or higher-level support teams when necessary.
• Facilitate the effective adoption of digital workplace technologies by providing training and guidance to end-users.
Gather feedback to identify areas for improvement in user experience and process optimization.
• Stay abreast of and adapt to emerging technologies such as mobility, native cloud services, and AI/automation technologies relevant to the digital workplace.
Support the implementation of these technologies within EFSA to enhance operational efficiency and service quality.
WHY EFSA?   You will play an active role in an organisation that makes a difference to the lives of 445 million EU citizens.
EFSA employs around 565 staff members, and its Scientific Committee and Panels engage highly qualified and independent scientific experts.
Every position within EFSA plays an important part in creating an inspirational environment in which to work and develop.
EFSA’s standards and values are driven by ethics and integrity and all staff is expected to act in a manner consistent with its principles, including fairness, transparency and impartiality in work practices and conduct towards other people.
EFSA is an equal opportunities employer and encourages applications from all suitably qualified candidates without any distinction on grounds of age, gender, sexual orientation, impairment and disability, ethnic or social origin, religion or belief.
All EFSA staff is committed to creating an open and inclusive environment.
As an EFSA staff member, you will have the chance to make a difference to European food safety working in an international and dynamic environment.
You will also be able to participate in several valuable networking opportunities across Europe.
You will be joining EFSA at an exciting time as we are implementing the EFSA Strategy , aligned with the Transparency Regulation, which increased EFSA’s responsibilities towards EU citizens.
The following are the objectives of the Strategy .
Deliver trustworthy scientific advice and communication of risks from farm to fork.
2.
Ensure preparedness for future risk analysis needs.
3.
Empower people and ensure organisational agility.
On what we do you can find more about EFSA, more details can be find on our website  www.
fsa.
uropa.
u.
WHAT CAN WE OFFER YOU?   Life in Parma   Parma is a lively city of around inhabitants located in the Italian region of Emilia-Romagna and ranked as one of the most liveable cities in Italy.
Its centre is rich in art, with architecture from different periods and plenty of parks.
Parma is famous for its food, surrounding picturesque countryside and medieval castles.
It is strategically located between major cities like Milano and Bologna and within reachable distance from ski resorts, seaside and mountains.
Salary, benefits and obligations    EFSA can offer the selected candidate a contract of 5 years with the possibility of renewal.
If renewed for a second time, the contract will be for an indefinite period.
More information can be found in the Notice on policy on the duration of staff contracts at EFSA.
The successful candidate will be recruited as Contract Agent Function Group IV  with the basic salary starting from € monthly, subject to an annual review of remuneration provided for in Article 64 and Article 65(1) of the Staff Regulations.
In addition to the basic salary, EFSA offers a range of benefits.
Various allowances to which the successful jobholder may be entitled, such as a household allowance, expatriation allowance (16% of basic salary), dependent child allowance and education allowance.
The salary is subject to a Union tax deducted at source and staff members are exempt from national taxation.
Wide range of leaves (e.
.
annual leave, parental leave, public holidays) and flexible working hours.
Besides working in EFSA’s modern headquarters located in the heart of Parma, staff members are also offered the possibility to telework.
A comprehensive welfare package including pension scheme, medical, accident and occupational disease insurance coverage, unemployment and invalidity allowance, and travel insurance.
Further information regarding rights, benefits, obligations and conditions of employment can be found at the following links.
Staff Regulations Frequently Asked Questions Applicants are particularly encouraged to take into consideration the information on Pre and post-occupational activities.
WHAT ARE THE SELECTION REQUIREMENTS?   You must satisfy the following requirements on the closing date for submission of your application.
I.
Eligibility criteria   1.
General requirements   • Be national of a Member State of the European Union, Iceland or Norway;  • Enjoy full rights as a citizen; • Have fulfilled any obligations imposed by laws concerning military service; • Be physically fit to perform the duties linked to the post; [1] • Have a thorough knowledge of one of the EU official languages and a satisfactory knowledge of another EU language; • Meet the character requirements for the duties involved.
2.
Qualifications   A level of education which corresponds to completed university studies of at least three (3) years attested by a diploma in Computer Science, Mathematics, Physics, Data Management, Systems Engineering, Telecommunications or any other related areas.
[2]   In case you do not fulfil all the eligibility criteria, your application will not be taken into consideration.
II.
Selection criteria   The following competencies will be assessed throughout the different phases of the selection procedure.
Candidates are also expected to demonstrate effective communication in both spoken and written English as well as strong motivation for the position.
1.
Technical competencies   i.
At least 1 year of professional experience in data management and reporting.
a.
Understanding how to exploit data of relevant IT service management tools, ticketing systems, and knowledge base platforms.
b.
Utilizing reporting tools (e.
.
Power BI, Tableau, etc.) to create and maintain dashboards and reports that provide insights into EFSA IT service delivery performance.
c.
Ensuring accurate data collection, analyzing, and reporting on key performance indicators (KPIs) and service level agreements (SLAs).
ii.
At least 1 year of professional experience in automation in IT and Business processes improvement.
a.
Designing, developing, and implementing automation workflows using dedicated tools (e.
.
Power Automate) to enhance efficiency in IT service processes.
b.
Continuously evaluating and optimizing existing workflows to improve service delivery and reduce manual efforts.
c.
Proactively identifying and canalizing the business needs as well as to highlight interdependences across business areas.
iii.
Professional experience in ensuring end-user satisfaction and effective adoption of digital workplace technologies.
a.
Facilitating communication, training and guidance to end-users on the use of digital workplace tools and applications.
b.
Gathering feedback and identifying areas for process optimization and user experience improvements.
iv.
At least 1 year of professional experience in monitoring IT service desk support and incident/problem management, including.
a.
Identifying technical issues related to hardware, software, network connectivity, and IT systems.
b.
Documenting and following established protocols and procedures for ticket resolution.
c.
Documenting support interactions, hand over notes and updating knowledge base articles.
d.
Collaborating with cross-functional teams to resolve complex issues and ensure smooth IT service delivery.
v.
Professional experience in supporting and coordinating the transition to production phases of new digital workplace services and applications, including active participation in.
a.
Testing activities, documentation and reporting on testing results and identified issues.
b.
Coordinating with development and operations teams for successful deployment and go-live activities.
vi.
Certifications in IT Service Management Frameworks (e.
.
ITIL, Six Sigma, Cobit, CMMI).
2.
Behavioural competencies   i.
Deal with ambiguity.
Able to work constructively within unexpected and unpredictable situations and show resilience and composure, even in difficult or adverse circumstances; able to decide and act without having the total picture; accept constructive feedback in a positive manner; ii.
Demonstrate political savvy and strategic agility.
Look beyond the current situation and visualise what the future can bring with a keen sense for arising opportunities and good understanding of how and when to best pursue them; able to think in a creative and innovative way; iii.
Focus on stakeholder needs.
Committed to meet the expectations and requirements of internal and external stakeholders; establish and maintain effective relationships with stakeholders and gain their trust and respect; iv.
Plan and measure for results.
Set ambitious goals that exceed the targets and create plans to achieve them; ensure an efficient and responsible planning and management of resources; v.
Work with others.
Work confidently within a group and contribute to achieve the common goals, understanding own role and how it supports the team and the organisation; able to cooperate, listen actively, manage conflicts and motivate colleagues.
NOTE   Candidates are invited to read the ANNEX that represents an integral part of this vacancy and provides information on how to complete the application, the steps of the selection process the rules on independence and appeal procedures.
Selection steps applicable to this selection procedure.
following the evaluation of applications phase the best qualified candidates will be directly invited to the written test and interview with the selection board.
[1] Before appointment, a successful candidate shall be medically examined by an institution’s medical officer in order that the European Food Safety Authority may be satisfied that the candidate fulfils the requirement of article 28(e) of the Staff Regulations of the Officials of the European Communities.
[2] Any academic qualification mentioned in the application form shall be duly supported by evidence (original or certified copies of e.
.
diplomas, certification, etc.) Only qualifications issued by EU Member State authorities and qualifications recognised as equivalent by the relevant EU Member State authorities will be accepted.
In instances where diplomas are obtained from a non-EU Member State, EFSA may request the candidate to provide a relevant document of comparability issued by a recognised authority.