Job Type: Contractor

Location:

Provide technical support and issue resolution o Diagnose and resolve escalated incidents related to the interoperability of components in the eFTI exchange environment and/or its functional and technical implementation specifications that Level 1 and 2 teams cannot resolve.

Perform in-depth investigations to identify root causes of recurring or critical problems and propose long-term solutions.

Maintain and update detailed documentation for troubleshooting processes and resolutions.

Ensure adherence to agreed service levels (SLAs) and incident management standards.

Coordination and facilitation o Act as technical coordinator for operational issues affecting two or more Member States.

Support the interoperability of eFTI Gates and their secure communication.

Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency.

Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations.

Documentation and knowledge management o Maintain collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation.

Draft or review implementation documentation, user manuals, and wikis for stakeholder consumption.

Contribute to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework.

Document and maintain an overview of the status of the implementation of the eFTI technical components in the Member States.

System design and quality assurance o Assist with business and functional requirement analysis, business process modelling and design documentation.

Review and assure the quality of data structures and related business rules. o Support testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders.

Liaison and reporting o Collaborate closely with the Commission coordination team, including the Business Analyst and Team Leader.

Prepare structured reports, presentations, and technical briefings for business and technical audiences, including Member State authorities.

Following specific expertise is mandatory for the performance of tasks:

                Advanced incident management, root cause analysis and troubleshooting.

                Advanced requirements engineering.

                Advanced expertise in Wiki and collaborative tools.

                Ticketing management systems and/or Agile toolbox (e.g. JIRA, Confluence, etc). 

                IT support or operations, focusing on advanced troubleshooting, preferably crossborder / cross-organisation highly regulated setting.

                BPMN or UML or other with equivalent value, preferably in large organisation administrative business processes.

Following specific expertise and technologies are considered as assets for the performance of the above listed tasks:

                Proven ability to manage incidents through ticketing systems, ensuring timely resolution and SLA compliance.

                Strong understanding of networking protocols, cloud platforms, and enterprise software.

                Experience with distributed systems, relational databases (SQL), and data modelling.

                Hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling.

                Proficiency in ETL tools and data modelling techniques.

                Familiarity with ITIL processes and frameworks. 

                Experience with identification, authentication, and authorisation solutions.

                Knowledge of non-relational databases and business intelligence reporting tools.

                Familiarity with EU legislation and the ability to derive technical requirements from legal texts.

                Experience as Solution Designer or Product Owner.

Following certifications & standards are required for the performance of tasks:

IT service management (ITSM) (such as ITIL foundation certification, CompTIA A+). 

Deadline 30/10/26

Delivery mode: Remote from EU

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