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Digital workplace support officer

Type of position:  Contract agent
Job Type:  02 December 2021 23:59 CET

Job grade: FGIII 

Internal/Interagency job grade: FGIII 

Type of position: Contract agent 

Selection procedure reference: EMA/CA/6864 

Job title: Digital workplace support officer 

Deadline for applications: 02 December 2021 23:59 CET 



About this role

The European Medicines Agency (EMA) promotes and protects public and animal health in EU Member States, as well as the countries of the European Economic Area, by ensuring that all medicines available on the EU market are safe, effective and of high quality. EMA serves a population of approximately 500 million citizens living in the EU. EMA operates at the heart of the European medicines regulatory network - a unique collaborative model between over fifty national regulatory authorities for both human and veterinary medicines in the European Economic Area, EMA and the European Commission.
In this collaborative model, the scope of information services provided by the Agency continues to grow and Information management has become an integral part in achieving EMA’s mission. This development is driven by the increasing importance of interconnected information technology systems for managing and sharing information on medicines, the growing range of EMA's external users with different information requirements, the overall digital transformation of society and regulation, and most recently, the COVID-19 pandemic. To strengthen the technology, reply the Agency is looking to recruit a technical assistant to strengthen the Digital Collaboration tools landscape of EMA.

The Agency is looking to recruit a Digital workplace support officer to support the design, implementation and maintenance of Digital collaboration tools. You will work with the multiple internal and external stakeholders who are daily using the tools provided by EMA.

This is an exciting opportunity for a technical IT and Audio-Visual expert, with excellent problem solving and communication skills, to join EMA’s dynamic team in its public health mission. We are looking for an enthusiastic and creative individual to:
•    Supporting monitoring and end-to-end technical maintenance activities on the existing EMA digital collaboration tools, audio-visual equipment and end-user devices;
•    Support EMA internal and external business users in-site and remotely with best practices of using various collaboration tools;
•    Work with various internal stakeholders and external contractors on the end-to-end lifecycle of implementing new and innovative collaboration platforms in EMA;
•    Work with various internal stakeholders and external contractors to perform end-to-end troubleshooting activities on EMA digital collaboration tools, audio-visual equipment and end-user devices;
•    Contribute to detailed project and sprint plans to ensure the agile delivery of user-centric solutions;
•    Supervise the quality of delivery by managing and supporting the User Acceptance testing.

Job description

The successful candidate for this position will:
•    Support the Head of Service in their planning of the short- and long-term roadmap from a lifecycle and new demand perspective in the field of Digital collaboration, videoconferencing and endpoint management;
•    Build working customer relationships with internal and external users of EMA collaboration tools;
•    Coordinate the work of multiple stakeholders and external service providers in order to ensure the high-quality end-to-end performance of a collaboration platform, application or system;
•    Work closely with business users in order to support them while using the online collaboration and videoconferencing tools as well as on-site conference room and meeting room equipment;
•    Work closely with technical experts of other areas of IT making sure the digital collaboration ecosystem functions in harmony with the overall application landscape of EMA and its partners;
•    Support design, development, and deployment of secure and innovative digital collaboration solutions in the end-to-end software implementation lifecycle;
•    Organize and plan the tasks using both Agile and traditional waterfall project management methodologies;
•    Manage end-user devices like laptops, desktops, tablets, VDI’s and smartphones in terms of rollout, software distribution and configuration using modern end-point management tools;
•    Work closely with application development teams in order to ensure the continuous smooth end-user distribution of new software;
•    Work closely with security team in order to make sure all end point devices are secure and protected according to latest best practices and EMA security policies;
•    Contribute to the tracking of vendor performance in line with established SQI’s and ensuring the service levels towards internal business owners;
•    Work closely with all levels of IT support in order to ensure a smooth and customer-oriented issue resolution.

Eligibility Criteria

To be eligible for consideration for this position, you are required to:

1. enjoy full rights as a citizen of an EU Member State, or Iceland, Liechtenstein or Norway;
2. possess a post-secondary education diploma that must have been obtained by the closing date, or a secondary education diploma giving access to post-secondary education and relevant professional experience of at least three years that must have been obtained by the closing date;
3. have a thorough knowledge of English (at least level C1) and a satisfactory knowledge of another official language of the European Union (at least level B2);
4. have fulfilled any obligations imposed by applicable laws concerning military service.
For criteria 1, 2, and 3, candidates will be required to provide proof at the interview stage.
Only eligible candidates will be assessed by the selection committee in accordance with the assessment criteria below.

Essential Criteria

•    At least three years of proven full-time professional experience in implementing or maintaining digital collaboration tools or End-user devices;
•    Professional experience with digital collaboration platforms like Webex, Microsoft Teams, MS SharePoint Online;
•    Professional experience in IT service management process and IT service management tools like Service Now, Jira or similar;

Desirable criteria

•    Experience of working in multicultural environment;
•    Professional experience in IT infrastructure and networking;
•    Proven track record as a team player who works well with both technical and non-technical resources;
•    Professional experience with audio visual on-site support within a large organization and high-profile meetings & conferences. Experience supporting end-users with meeting room equipment (e.g. Polycom, Crestron);
•    Professional experience in End Point management using modern tools like MS Intune;
•    Professional experience with IT security using modern tools like MS Defender;
•    Microsoft 365 certification:  Modern Desktop Administrator Associate, CompTIA A+, Network+ or similar;
•    Professional experience in programming and configuring Crestron AV components;
•    Professional experience with technical writing and producing high quality documentation. 
•    Professional experience with delivering training to end users

Behavioural competencies

•    Analysing and Problem Solving - Able to tackle difficult problems/tasks. Evidence-based approach gathers information from a wide range of sources and viewpoints, analyses and evaluates it and reaches sound conclusions. Proposes constructive solutions;
•    Communicating - Presents a professional image of self, team and Agency. Conveys information clearly and concisely, adjusting style according to purpose and audience. Able to persuade and challenge diplomatically;
•    Delivering Quality and Results- Manages own time effectively, responding flexibly, meeting objectives and quality standards. Demonstrates the financial and resource management expertise necessary to achieve results. Professional, focused on delivering quickly and effectively. Takes well- judged risks within own delegated authority;
•    Prioritising and Organising - Organises own work effectively to meet demanding objectives. Uses basic project management techniques to monitor delivery. Aware of resource implications and need to keep internal / external customers and stakeholders and of the wider Agency informed. Strong focus on developing and maintaining efficiency in own and team’s working practices;
•    Resilience - As effective in times of normal business as in times of great pressure. Recognises some organisational frustrations are a feature of working life, but remains upbeat and persists, to deliver despite them. Supports organisational resilience by offering own or team’s support where there is pressure elsewhere. Tackles organisational frustrations within own area of control and is able to mitigate impact of difficulties or frustration originating elsewhere;
•    Learning and Development - Open and curious approach to new ideas, drawing on them and on experience to improve performance. Enthusiastic about personal development. Contributes to and supports corporate policies



Selection procedure timelines

Deadline for applications

02 December 2021, 23:59 CET

Preliminary assessments

14-17 December 2021

Final assessments

21-26 January 2022

Decision expected

End of January 2022

Selection Process

The Agency establishes a selection committee for each vacancy notice whose members are of the same or higher grade than the advertised position.
The selection committee only considers eligible candidates (for more information, see the eligibility criteria). It assesses their suitability and qualifications against the assessment criteria in a number of stages. The selection committee decides before the start of the selection procedure which of the assessment criteria it will use to assess candidates at each stage of the process. Certain criteria will only be used to assess shortlisted candidates during interviews (and/or tests).

As part of the online application, all candidates must answer a pre-defined set of questions, based on the essential and desirable assessment criteria, as well as behavioural competencies included in this vacancy notice. The aim of this is to enable the selection committee to carry out an objective assessment of all candidates in a structured way.
The selection committee assesses applications at this stage of the process using solely the information provided in candidates’ responses to these questions. Applicants are, therefore, advised to include all relevant qualifications and experiences in their responses to these questions, even if these are already mentioned in other sections of the application form.
The selection committee normally makes its decision using a scoring system (on a scale of one to ten, with appropriate weighting applied to more important questions) and by setting either a minimum pass rate or a maximum number of candidates to shortlist.

The next stages of selection process include preliminary assessments (for example a virtual interview and/or a remote test) and/or a final assessment interview and/or test at EMA’s premises. Please note that due to current travel restrictions the assessment may be conducted remotely. All assessments are based on the assessment criteria listed in this vacancy notice.
At this stage, the selection committee looks at applications in full, including on educational background and work experience.
Candidates may also participate in cognitive (e.g. deductive reasoning) and personality assessments (e.g. SHL Occupational Personality Questionnaire OPQ32) as part of the selection process.


Reserve list and job offers

As a result of the assessments, the Selection Committee will recommend a list of most suitable candidates for the vacant position. Non-selected, but qualified and suitable candidates may be placed on a reserve list (valid until 23 December 2023 with possibility of extension) for future recruitments.
Each interviewed candidate will be notified in writing whether they have been placed on the reserve list. Candidates should note that the placement on the reserve list does not guarantee an offer of employment.
More information about selection and recruitment (including administrative complaint procedure) at the EMA is available at our careers website.

Conditions of employment

In principle, the Agency offers a five-year renewable contract. Contracts of a shorter duration may be offered to the candidates placed on the reserve list.
The monthly basic salary, including the local weighting [1] which adjusts salaries to the cost of living in the Netherlands compared to Brussels, is € 3.102,85. Note this salary is subject to deductions of health insurance, pension contribution and a community tax. Salaries are exempt from national tax.
EMA offers a final salary pension scheme and a world-wide medical insurance. 
In addition to the basic salary, the jobholder may be entitled to various additional allowances, including family allowances, such as education allowance for dependent children of school age, and expatriation allowance. Relocation and/or resettlement allowances may also be available upon entry into employment.
More detailed overview of various allowances and entitlements is available at our careers website.
Please consult the Eurostat website for more information about the duty station weighting. 



[1] The current weighting for the EMA's location in Amsterdam, the Netherlands, is 113.9. Please consult the Eurostat and Commission websites for more information on weightings.



Domenico Scarlattilaan 6 - 1083 HS Amsterdam - The Netherlands

Telephone +31 (0)88 781 6000 - Email recruitment@ema.europa.eu


© European Medicines Agency, 2020. Reproduction is authorised provided the source is acknowledged.

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