The European Patent Office is seeking a Production System Integrator
in Directorate Service Integration & Management
IM Service Operations
Job group 4 (administrator)
Grade G7-G10
Place of employment: The Hague (NL) or Munich (DE)
Deadline for applications: 13.3.2015
The European Patent Office (EPO) is the second-largest intergovernmental organisation in Europe, employing almost 7 000 staff from over 30 countries. The EPO strives to support innovation and promote a knowledge-based society in Europe. Its mission is to secure the highest quality standards in patenting.
Its Information Management (IM) department has some 450 permanent staff, as well as a number of managed service providers, working on IT and information processing, with a professional and proactive focus on supporting the EPO's different business processes.
Within IM, the mission of the Directorate Service Integration & Management (SIM) is to manage the transition of project solutions into the production service environment and to ensure delivery of IM services in line with the agreed service levels. It consists of three departments: Asset, Change and Configuration Management (ACCM), Service Integration (SI), and Service Level Management (SLM).
To strengthen our team, we are now looking for a Change Manager who, alongside the day-to-day change-management activities, will play a key role in enhancing the IT service delivery processes & procedures. This includes, but is not limited to, revision of the IT Service Catalogue, with associated processes encompassing the whole service life cycle, and implementation of an underlying service-based configuration management system (CMS).
Main duties
Key tasks and responsibilities:
- accountable and responsible for correct implementation of, and adherence to, the EPO IT change-management process and procedures
- processing change requests – contact approvers and stakeholders, check the requests for completeness and feasibility within the scope of the technical information available
- chairing and advising the Change Advisory Board (CAB) and its Emergency Committee
- producing and explaining statistics and graphs, and analysing them to identify ways to improve the services provided
- ensuring that the configuration management database (CMDB) is correct
- supporting implementation and maintenance of the IT Service Catalogue and CMS
- supporting the definition, improvement and Implementation of IT service delivery processes and procedures, in close co operation with other departments both inside and outside the directorate
- supporting continuous improvement of the change process and service management toolset (iET)
- assisting the Problem Management team in root cause analysis and problem prevention
- supporting and training other departments in EPO change procedures.
The ideal candidate will have
- at least 5 years' professional experience in the service transition or service operation environments of a medium to large IT infrastructure
- in-depth knowledge of IT infrastructure: server hardware, virtualisation, SANs and NAS, networking, Windows and Linux operating systems and applications
- very good understanding of ITIL service management, service transition and service operation, and in particular of configuration, change and release management
- a proven track record of analytical skills, and the ability to work carefully and accurately
- very good communication skills and proven documentation skills
- proven experience with service management tools
- practical knowledge of standard MS Office applications
- a proactive and forward-thinking approach
- the ability to develop new solutions when required
- ability & willingness to take personal responsibility
- a team-oriented approach
- a positive attitude to delivering IT services to the business.
Functional competencies
Specific skills, knowledge and behaviour required for this role:
- Component Integration
- Testing
- Solution Deployment
- Documentation Production
- User Support
- Change Support
- Service Delivery
- Problem Management
IM Functional competencies description
Minimum qualifications
Diploma of completed university studies at Master’s level or - in exceptional cases - equivalent professional experience. Excellent knowledge of one official language** and ability to understand the other two. In exceptional cases, excellent knowledge of one official language and ability to understand another. In such cases, a fixed-term contract of up to three years could be offered.
The successful candidate will be selected on the basis of qualifications and relevant experience, supplemented as appropriate by interviews, tests and/or a personality questionnaire.
It is intended to hold the interviews in May in The Hague.
Recruitment process
At the end of our selection process, we may place suitable candidates on a reserve list for a limited period of time. Being on a reserve list doesn't guarantee a job offer or imply any entitlement to employment at the EPO. You will be considered automatically for vacancies in your field. No action is required on your part unless we contact you.
Indicative salary and benefits
The EPO offers competitive salaries, an excellent social package, and varied work in a modern international environment. The net salary for this vacancy ranges from EUR 4 500 to 6 500 per month, depending on experience. The EPO also operates contributory medical-insurance and pension schemes. In addition, depending on their personal circumstances, EPO staff may be entitled to relocation benefits and various allowances.
Application until: 13.3.2015
Please apply by sending us your online application
Instructions for online job applications to the European Patent Office