Specialist - ICT Service Management, Customer Service Centre, ICT Infrastructure and Operations (AD6) - DEADLINE EXTENDED

Europol/2019/TA/AD6/413

ABOUT EUROPOL

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 young and growing 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.

Europol 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 as 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.

A solid track record
Europol has:
• disrupted many criminal and terrorist networks
• contributed to the arrest of thousands of dangerous criminals
• helped recover millions of euros
• 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.

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.

BACKGROUND, MAIN PURPOSE AND TASKS OF THE POST

The Capabilities Department hosts two Departments, ICT (C1) and Administration (C2) 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.

The Infrastructure & Operations Unit (C1-A)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), responsible for ICT Service Management and first line customer support and escalation in the form of Helpdesk.

Reporting to the Senior Service Manager, the successful candidate will be assigned the following main tasks and responsibilities:

• Deliver new process designs, transition plans and activities of operational management for Service Management processes in an ICT Operations environment e.g. Incident, Problem, Request and Service Level Management;
• Work with internal and external suppliers to create Service Level Agreement proposals for Business stakeholder discussions;
• Manage communication and service delivery with internal and external customers;
• Identify, design and execute periodical reporting including analysis of data, advising on follow up actions and tracking of improvement plans;
• Deliver and contribute to Continuous Service Improvement plans in the ICT business area working practices;
• Manage incidents and problems including coordination of any appropriate communications towards business;
• Deliver Configuration Management process improvements for the daily operations process of IT software assets and hardware stock management with corresponding documentation;
• Support other teams and projects with ITIL process management activities;
• Initiate and execute product management upgrades of ICT Service Management tooling;
• Hold awareness sessions for target users or support groups on specific ICT products and solutions;
• Perform any other tasks, as assigned by the line manager.

This position might require participation in a shift system including weekends and nights as well as participation in on-call duty.

REQUIREMENTS - ELIGIBILITY CRITERIA

a. Candidates must
• 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.

b. Candidates must have
• A level of education that corresponds to completed university studies attested by a diploma when the normal period of university education is three years or more;
OR
• Professional training of an equivalent level in a relevant area and after having completed the training, at least the number of years of relevant professional experience as indicated below:
Duration of professional training              Additional professional experience required for                                                                                                               equivalency
More than 6 months and up to 1 year             3 years
More than 1 year and up to 2 years                2 years
More than 2 years                                         1 year

In additionto the above at least 3 years of total professional work experience gained after the award of the diploma.

REQUIREMENTS - SELECTION CRITERIA

a. Professional experience (assessed mainly during the shortlisting phase):
Essential:
• Experience of managing ITIL compliant processes for Service Management;
• Experience managing Continuous Service Improvement activities in an ICT role;
• Experience in design, transition and operational management of Service Management processes in an ICT Operations environment;
• Experience in Service Level management working with internal and external suppliers;
• Experience in periodical reporting including analysing data and advising on follow up actions and delivery of management reporting.
Desirable:
• Experience managing Incident or Request coordination in a fast-paced ICT Operations department;
• Experience working in an international environment.

b. Professional knowledge (assessed during the selection procedure - Written/Practical test and/or interview):
Essential:
• Sound knowledge of Service Management practices and ITIL methodology;
• Sound knowledge of managing and delivering Continuous Service Improvement activities;
• Knowledge and understanding of Service Design and Transition for Incident, Problem and Configuration Management disciplines;
• Knowledge of Software License Management and Hardware Stock Control procedures;
• Expertise in reporting, requirements gathering and analysis of data;
• Expertise in process definition and creation and assignment of roles;
• Knowledge of monitoring systems and setup of ICT Service Management tools;
• General broad knowledge of all main IT infrastructure components in a complex environment (including networking fundamentals);
• ITIL foundation certification.
Desirable:
• Project management certification, preferably Prince2.

c. General competencies (assessed during the selection procedure - Written/Practical test and/or interview ):
Essential:
Communicating:
• Very good communication skills in English, both orally and in writing;
• Ability to draft clear and concise documents on complex matters for various audiences.
Analysing & problem solving:
• Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines;
• Excellent analytical and critical thinking skills;
• 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
Resilience:
• Very good interpersonal skills, with the ability to work well, both independently and in a team.
• Ability to remain effective under a heavy workload and demonstrate resistance to stress.
Living diversity:
• Ability to work effectively in an international and multi-cultural environment.

d. Fulfil the condition stipulated in Article 5 of the Decision of the Executive Director on the Duration of contracts of employment for Temporary Agents, on the start date of the possible contract of employment which may be offered.

SELECTION PROCEDURE

The Authority Authorised to Conclude Contracts of Employment (AACC) sets up a Selection Committee, which consists of at least three members, consisting of one chair and at least one member from the Administration of Europol and one member designated by the Staff Committee.

In specific cases, in particular for selection procedures of experts, additional members may be designated from Europol, from outside Europol or from outside the Union institutions.

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 to 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 AACC takes a decision of appointment on the basis of advice from the Selection Committee, and will inform the Selection Committee accordingly. The AACC has also the possibility to establish a reserve list of successful candidates, which is, in principle, valid for 12 months. The validity of the reserve list may be extended, in principle, for 12 months. 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 Team.

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.

SALARY

The basic monthly salary is EUR 5.524,91(step 1) or EUR 5.757.08(step 2).

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.

Staff pay EU tax at source but salaries are exempt from national taxes. Compulsory deductions are made for medical insurance, pension and unemployment insurance.

Subject to the applicable conditions being met, as defined in the EUSR/CEOS and further specified in the case law of the Court of Justice of the European Union, allowances such as expatriation allowance (16% of basic gross salary) or foreign residence allowance (4% of basic gross salary), household allowance, dependent child and/or education allowance may be granted.

Staff enjoy worldwide insurance coverage by the Joint Sickness Insurance Scheme (JSIS) and are insured against sickness, the risk of occupational disease and accident (conditions and ceilings apply).

Europol offers flexible working arrangements, a comprehensive provision for annual leave as well as parental leave supporting a healthy work-life balance.

Indicative net salary sample calculation AD6/1:
a) Staff member (single) in receipt of expatriation allowance (16%): EUR 5.811,90
b) Staff member with two dependent children in their custody in receipt of expatriation allowance (16%): EUR 7.542,84

The above information is indicative and for information purposes only. It is merely meant to give an indication of the possible net salary in light of the currently applicable amounts of the related allowances and the level of taxation. It has no legal value and no rights can be derived from it.

The information is based on figures applicable as of July 2019.

TERMS AND CONDITIONS

Probation period
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.
Security screening and certificate of good conduct

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.

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

Contract of employment
The successful candidate will be recruited in the type of post Administrator and function group AD, grade 6 pursuant to Article 2(f) CEOS and Annex I EUSR.

The initial contract will be concluded for a period of 4 years (full-time – 40 hours a week).

The contract may be renewed, in principle, for a period of 2 years. Any further renewal shall be for an indefinite duration.

If the successful candidate is already a member of temporary staff 2(f) in the relevant function group, he/she will be offered the opportunity of contract continuity, subject to establishment plan availabilities.

In exceptional cases, where justified in the interest of the service, the AACC may recruit a candidate, successful in a selection procedure for temporary staff under Article 2(f) of the CEOS, as contract staff under Article 3(a) of the CEOS, if such selection procedure is considered to be appropriate to the duties to be performed.

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

For further information on terms and conditions, please consult the EUSR/CEOS available onEuropol’s website.

ADDITIONAL INFORMATION

Privacy Statement
Europol respects your privacy and is committed to protecting your personal data. Your data will be processed in accordance with Regulation (EU) 2018/1725 of the European Parliament and of the Council of 23 October 2018 on the protection of natural persons with regard to the processing of personal data by the Union institutions, bodies, offices and agencies and on the free movement of such data applicable to Europol under Article 46 of the Europol Regulation.

For additional information, please consult the applicable privacy statement available on our website.

MAIN DATES
Deadline for application: Extended until 20 April 2020, 23:59 Amsterdam Time Zone
Recruitment procedure:  May/June 2020

APPLICATION PROCESS AND SELECTION PROCEDURE
Please refer to the EUROPOL RECRUITMENT GUIDELINES available on Europol’s website. for further details on the application process and the selection procedure.

CONTACT DETAILS
For further details on the application process please call +31 (0) 70 302 5235 or +31 (0) 70 353 1146.

Apply

Deadline

20 April 2020, 23:59:59 CEST

Contract type

Non-Restricted Temporary Agent

Unit/Group

Capabilities Directorate

Reports to

Senior Specialist in the Service Management