Senior Agent - ICT Service Management



This selection procedure is intended to establish a reserve list of successful candidates (indicative number is 3) for eventual future engagement to vacant positions in Europol.

Europol is a well-established and recognized organisation that became an EU agency in 2010. It is constantly looking for creative, self-reliant and energetic employees, who are up to the challenges involved in international crime-fighting, to work in its state-of-the-art headquarters in The Hague, the Netherlands.

It employs more than 1,000 personnel, including around 130 analysts, to identify and track the most dangerous criminal and terrorist networks in Europe. Our people come from a variety of professional backgrounds such us law enforcement, finance, legal, information technologies, human resources, communication, etc.

Working in close-knit teams, our specialists use their expertise and our cutting-edge technology to support investigations into serious organised crime and terrorism within and outside the EU.

Europol has:
• disrupted many criminal and terrorist networks
• contributed to the arrest of thousands of dangerous criminals
• helped recover millions of euros of crime proceeds
• helped hundreds of victims of trafficking and abuse, including children.

The working environment at Europol has a lot to offer. It is:
• highly collaborative
• intellectually stimulating
• multilingual
• multidisciplinary
• international

Prospective candidates should be prepared to work in a dynamic and fast-moving environment that requires a high level of flexibility, and should have the ability to perform well within a team.

Equal opportunity
Europol is an equal opportunities employer and encourages applications without distinction on the basis of gender, colour, racial, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, nationality, age, sexual orientation or gender identity.

We aim to create and maintain a healthy and attractive work environment that supports women and men in their career planning and in achieving a healthy work-life balance.

Employment at Europol is open to nationals of EU Member States. There is no nationality quota system in operation, but Europol is striving for a broad range of nationalities in order to keep a well-balanced geographical distribution among its staff members. Applications from female candidates are particularly encouraged.

If you would like to be part of a supportive team that allows you to make a strong contribution, and if you have seen a position that appeals to you, we'd like to hear from you.


Under Europol’s organisational structure, the Capabilities Directorate hosts two Departments, being ICT (C1) and the Administration (C5) and the team managing Europol’s portfolio of information management products and services (CDBPM).
The ICT department has the responsibility for devising, delivering and operating critical ICT solutions and capabilities supporting the core mission and support processes of Europol. Over 130 internal staff members and a significant number of domain-specific consultants are responsible for developing, delivering and maintaining information management and communication technology capabilities that ensure enhanced criminal information exchange among Europol, Member States and third parties.

C1-A Infrastructure& Operations. The unit is responsible for the operations and management of the Europol ICT Infrastructure. This includes Workplace services, Customer Service Centre, Solutions operations and deployment services, ICT Security and Infrastructure services. This post is part of the Customer Service Centre.

C11-SC – Customer Service Centre. The team is responsible for ICT Service Management and first line customer support and escalation in the form of Helpdesk.

The successful applicant will have to carry out the following main duties:

• Execute all tasks and milestones according to the agreed annual ICT work plan;
• Contribute to new process designs, transition plans and activities of operational management for Service Management processes in an ICT Operations environment e.g. Incident, Problem, Request, Service Level Management; in order to assure compliance with corporate policies and standards;
• Liaise with other ICT teams to ensure alignment and consistency of activities, facilitating the efficient execution of cross-team and cross-unit tasks;
• Liaise with internal and external suppliers to contribute to delivery Service Level Agreements and facilitate Business stakeholder discussions;
• Contribute to Continuous Service Improvement plans in the ICT business area working practices including process, procedure, service reporting and monitoring of services;
• Assure availability of Europol ICT solutions and Infrastructure according to established KPI`s by sound proactive and preventive maintenance and incident resolution; including coordination of any appropriate communications towards business;
• Provide monthly and quarterly statistics and input for the ICT KPI and SLA reporting. Next to this, contribute to the improvement of Customer Satisfaction and defined KPI’s and SLA’s;
• Contribute to Configuration Management process by monitoring improvements for  the daily operations procedures of IT software asset management;
• Contribute to product management of ICT Service Management tooling;
• Support target users or support groups with information on specific ICT services, products and solutions;
• Any other duties in the area of competence as assigned by the line manager.

This position may require participation in a 24/7 shift system, non-standard working hours including weekends and nights, and/or on-call duty.


• Be a national of one of the Member States of the European Union and enjoy full rights as a citizen;
• Have fulfilled any obligations imposed by the applicable laws on military service;
• Produce appropriate character references as to his or her suitability for the performance of the duties;
• Be physically fit to perform the duties pertaining to the position (prior to appointment, the successful candidate will be medically examined by one of the institution’s medical officers in order that the institution may be satisfied that the candidate fulfils the requirements of Article 12(2)(d) CEOS)
• Produce evidence of a thorough knowledge of one of the languages of the Union and a satisfactory knowledge of another language of the Union to the extent necessary for the performance of the duties.


A level of education which corresponds to completed university studies, attested by a diploma when the normal period of university education is 3 years or more.


a. Professional experience (assessed mainly during the Shortlisting phase):
• At least 3 years’ experience in the area of ICT Service Management
• Experience maintaining and supporting ITIL compliant processes for Service Management.
• Experience in Service Level management working with internal or external suppliers;
• Experience in periodical reporting including analysis of data and advising on follow up actions and delivery of Service Level Reporting for various audiences;
• Experience identifying and delivering Continuous Service Improvement;
• Experience managing Incident or Request Manager in fast-paced ICT Operations department;
• Experience working with Project Management methodologies and practices;
• Experience working in a multi-disciplinary, multi-cultural, and international environment.  

b. Professional knowledge (assessed during the Selection procedure - Written/Practical test and/or Interview):
• Demonstrable knowledge of the Service Management practices within ICT Operations;
• Good knowledge and understanding of Service Design, Service Transition and Service Operation in ITIL Framework;
• Demonstrable knowledge of process controls for Incident, Problem and Service Level Management in ICT;
• Expertise in managing and delivering Continuous Service Improvement activities;
• General broad knowledge of all main IT infrastructure components in a complex environment (including networking fundamentals);
• ITIL Foundation certification.

c. General competencies (assessed during the Selection procedure - Written/Practical test and/or Interview):
• Very good communication skills in English, both orally and in writing.
• Very good drafting skills and attention to detail.
Analysing & problem solving:
• Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines.
• Strong analytical and problem solving skills including the ability to anticipate potential problems, determine and implement solutions.
• Competent user of Microsoft Office applications (MS Word, Excel, PowerPoint and Outlook) and the internet.
Delivering quality and results:
• High degree of commitment and flexibility.
• High level of customer and service-orientation.
Prioritising and organising:
• Good administrative and organisational skills.
• Ability to work well under pressure, both independently and in a team.
• Very good interpersonal skills, including the ability to effectively liaise with other departments, groups and teams as well as with external partners.
Living diversity:
• Ability to work effectively in an international and multi-cultural environment.


The Contracting Authority sets up a Selection Committee which consists of at least three members, one from the Human Resources Unit of Europol, one from the concerned Unit or Department and one designated by the Staff Committee.

For non-restricted posts the Contracting Authority may designate up to two additional members to the Selection Committee on a proposal from the Management Board, either from another service of Europol, from outside Europol or from outside the community institutions including Member States.

The Selection Committee determines candidates’ suitability for the position by assessing their skills, experience and qualifications against the established job profile and makes an initial selection from the applications received.

The Selection Committee will invite the 5 highest scoring candidates (short-listed). All candidates having a score equal to the 5th highest scoring candidate will be included in the list of invited candidates. Shortlisted applicants are invited to participate in a post-related selection procedure, generally consisting of written and/or practical tests and competency-based interviews.

The Contracting Authority makes a decision of appointment on the basis of advice from the Selection Committee. The Contracting Authority will inform the Committee of its decision. All candidates who attend the selection procedure will be informed of the outcome.

Candidates who attended a selection procedure may request feedback on their performance of the written test and interview within three months after the selection procedure. Europol will not be in a position to respond to feedback inquiries received outside this time frame.

The Selection Committee’s work and deliberations are confidential. It is forbidden for candidates to make direct or indirect contact with the members of the Selection Committee or for anyone to do so on their behalf. All enquiries or requests for information or documentation in relation to the competition should be addressed to the Europol Recruitment Office.

Detailed information on the selection procedure, including the appeal procedure is available in the Europol Recruitment Guidelines, which can be found on Europol’s website.


Scale: FG IV

The basic monthly salary is: grade 13 (EUR 3 404.15), grade 14 (EUR 3 851.61) or grade 16 (EUR 4 930.71)

The step in grade is determined on the basis of professional experience gained after the education required for the position and in line with applicable implementing rules.

Grade Proven professional experience
 13 Up to 7 years
 14 More than 7 years
 16 More than 20 years

In addition, if applicable, allowances such as expatriation allowance, household allowance, dependent child and education allowance may be granted.

Europol offers a comprehensive welfare package comprising additional benefits such as medical insurance, unemployment and invalidity allowance as well as a pension scheme.

Salaries are subject to a community tax but exempt from national taxation.


Engagement for this position is subject to the successful completion of a probationary period of 9 months. Within this period the successful candidate will have to undergo a post-related security screening.

Europol reserves the right to terminate the contract of employment during or at the end of the probation period in accordance with Article 14 of CEOS.

All candidates who have successfully passed a selection procedure are required to apply for a national "Certificate of good conduct" at the time an offer of employment is made.

The "certificate of good conduct" must be provided to Europol prior the signature of the employment contract. In case of unfavourable entries in the "Certificate of good conduct" Europol reserves the right not to award an employment contract. However, the national certificate of good conduct does not substitute a valid full Personal Security Clearance Certificate (PSCC) that must be obtained for all Europol staff at the level indicated in the Job Description.

A PSCC is a certificate issued by a competent authority establishing that an individual is security cleared. It contains: the level of clearance, the date of issuance and the date of expiry. Failure to obtain the requisite security clearance before the expiration of the probationary period may be cause for termination of employment contract.

The requested level of Security Clearance for this post is: CONFIDENTIAL UE/EU CONFIDENTIAL.

The successful candidate will be recruited as Contract Agent FG IV pursuant to Article 3 (a) of the Staff Regulations of Officials and Conditions of Employment of Other Servants of the European Communities, for a period of 5 years (full-time – 40 hours a week).

The contract may be renewed once for a period of 4 years. Only in highly exceptional cases, Europol grants third contracts of an indefinite nature.

The duration of the current contract of Europol staff members will be taken into account if they are successful in the selection procedure.

The place of employment will be The Hague, The Netherlands.

For further information on terms and conditions please consult the EC Staff Regulations which are available on Europol’s website.



Deadline for application: 6 April 2018, 23:59 CET
Recruitment procedure: May/June 2018

Please refer to the Europol Recruitment Guidelines available on Europol’s website for further details on the application process and the selection procedure.

For further details on the application process please call +31 (0) 70 353 1583 or +31 (0) 70 353 1298. You may also contact us by email.

The data submitted is processed in order to assess the suitability of candidates for a position at Europol. All personal data collected for the purpose of the selection procedure will only be used within this specific context and will not be disclosed to any third party, except for restricted posts in which the application may be transmitted to the National Unit as part of the application process.
Any data provided will be treated in strict confidence and in full compliance with all applicable data protection rules. The legal bases for the processing of personal data are the Staff Regulations of Officials and the Conditions of Employment of Other Servants of the European Communities (Title III Chapter 1) and their implementing rules.
All documents provided to Europol will be kept in Europol’s files and will not be returned to the candidate. Applications of non-recruited candidates will be kept for a maximum of seven years. Data of non-recruited applicants on the reserve list for appointment will be kept for a maximum of five years after the expiry of the reserve list. Data of recruited candidates will be transferred to their personal file. The Head of Unit Human Resources is responsible for the data processing operation.
Candidates have the right to access, rectify, block and erase their personal data in accordance with the applicable data protection rules. Candidates have a right of recourse to the Europol Data Protection Officer (Europol - Data Protection Office – Eisenhowerlaan 73, 2517 KK The Hague, The Netherlands) and the European Data Protection Supervisor (



06 April 2018

Contract type

Contract Agent


Capabilities Directorate

Reports to

Head of Team, Customer Service Centre ICT Infrastructure & Operations Unit