Customer Relationship Management Specialist

Tasks The Customer Relationship Management specialist will support the development, publishing and maintenance of knowledge on IT Systems that are relevant to DG INTPA, ENEST, MENA and FPI. He/she will provide state of the art access to digital IT Documentation and Resources. RELEX Internal Wiki and Customer Care Central: Contribute to the development and maintenance of full instructions and content components (including graphical descriptions) on procedures, processes, workflows, tasks, and functionalities relevant to all IT Systems.

EXACT External Wiki Contribute to the development and maintenance of full instructions and content components (including graphical descriptions) on procedures, processes, workflows, and tasks performed by Economic Operators (including contractors and experts) and Implementing Partners of DG INTPA, DG MENA, DG ENEST and FPI, through the Funding and Tender Opportunities Portal. Release Notes: Support ad-hoc drafting and publication of specific guidance on new functionalities made available to Commission staff in DG INTPA, DG MENA, DG ENEST and FPI. Step-by-step and Quick Reference Guides:

Contribute to the development and updating of Step by Step user/role-centred description of specific processes, workflows, and tasks in the systems. Collection of Frequently Asked Questions, Glossaries, Tips and Tricks, and eHelps for the users on the use of the IT systems. Support the Service planning and content drafting. Participate in testing sessions of various applications, both local and corporate. Support in the validation workflow of output materials. Translate output material (or coordinate its outsourcing) Content management and filing. Manage all resources in associated filing systems and archives. Including AWS Console (Amazon Cloud – video files stockage).

Follow-up on LINKS Communication activities, events and strategies, contributing to a smooth campaigns and communications services for customers; including the design, definition (type, scope, length and content), planning, organization, implementation, follow up and closure for two main EU External Action audiences: internal and external users. Requirements B2 level of English minimum. Any knowledge of French is an asset. Proven experience in IT and/or EU External Action DGs.

Proven communication skills (in formal settings, orally and in writing) Proven experience in creating high quality content, which meet industry standards in terms of design, accuracy of language, accuracy of information (legal, IT…). The quality of the document created should be ready to publish Proven tech proficiency Good experience in program administration, monitoring and tracking. At least 2 years experience with Content Management Systems, component based. At least 2 year of specific expertise in web development tools and languages (e. g. PHP, CSS, HTML, JavaScript, Editors, etc. ) Good knowledge of wiki, collaborative sites and social networks.

Good knowledge of web environment (SharePoint, Confluence, CMS) Good Knowledge of IT communications and notifications tools. Good Knowledge of management of documents and users through interactive forms Knowledge of Jira Excellent communication skills: excellent writing skills and proven experience in creating and providing presentations in English (French would be an advantage) Experience in drafting, editing and reviewing web contents and user documentation related to information systems Proven conceptual understanding of content structuring, storage, access and presentation elements Proficient with Excel, Word, Internet browsers, project management tools and asset/content management system.

Experience in the creation, maintenance and update of wikis Experience in the technical writing of web-based procedure manuals Experience in drafting, editing and reviewing web contents and user documentation related to information systems Ability to store and manage files in a web based database Able to cope with the fast changing technologies used in web site management. Able to cope with the needs of multi-language site deployment.