Senior Application Support Agent (European Commission)

Company: Cronos Europa

Location: Brussels, Belgium (must live within 2 hours of Brussels by car)

Job Type: Long-term Project

Nationality Requirement: European Union Citizenship Required

For one of our clients at the European Commission, we are currently looking for a Senior Application Support Agent/Team lead profile.

Key Responsibilities:

• Deliver second-line support for financial reimbursement applications, including handling user queries, investigating incidents, and performing functional analysis
• Process incidents, service requests, and follow-up actions using internal ticketing tools such as ServiceNow
• Maintain regular communication with stakeholders, escalating complex issues when necessary
• Ensure consistency in incident management and documentation across the team
• Guide team members in problem-solving, ensuring solutions are well-documented and shared
• Contribute to onboarding and training of new colleagues, fostering a collaborative and supportive team environment
• Act as the main point of coordination for the financial reimbursements subservice, ensuring alignment with client expectations and operational continuity

Required Skills & Experience

• Experience in ITIL-based environments (incident and problem management)
• At least 3 years of hands-on experience with SQL and PL/SQL
• Proficiency in Oracle SQL Developer
• At least one year of experience in support team coordination
• Strong organizational and coordination skills – to effectively manage team priorities, delegate tasks, and ensure timely delivery of services.
• Excellent communication and interpersonal abilities – to facilitate collaboration within the team and maintain clear interactions with stakeholders.
• Proactive problem-solving and decision-making – to address challenges efficiently and guide the team through complex or high-pressure situations.
• Familiarity with ticketing systems like ServiceNow
• Strong command of English, both spoken and written

Assets (Nice to Have)

• Oracle certification (Database or Application Support)
• Experience with Unix/Linux environments
• Familiarity with XML
• Understanding of web APIs and tools like Postman