Application Support Agent

Job Description

We are hiring an Application Support Agent for one of our customer at the European Commission

As a full-time employee you will be part of the application support team at the Directorate-General for Health and Food Safety (SANTE). You will be responsible for the support of the TRAde Control and Expert System (TRACES), which is a multilingual online management tool which notifies, certifies and monitors trade in animals, products of animal origin and feed and food of non-animal origin, as well as of plants, seeds and propagating material. TRACES is an e-government system, following the requirements of the EU Digital Agenda towards dematerialisation of health documents.

Key responsibilities
  • Act as the first contact point for all business users related questions on TRACES;
  • Ensure and perform all communication with the end-users;
  • Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests;
  • Ensure the follow-up of incidents and issue tickets for resolution by the IT team;
  • Keep any user manuals, FAQ, wikis and information dashboards up–to-date by documenting all relevant information;
  • Support communication activities, such as the writing and formatting of publications (booklets, user guides, etc.);
  • Perform end-user related functional compliance tests on the new releases of TRACES.


  • Very good oral and written communication skills in English and French. Knowledge of additional languages is a plus;
  • Good knowledge of Microsoft Office Suite; particularly Excel and Word.
  • Very good knowledge of the Adobe suite (such asIllustrator, InDesign and Photoshop) is a plus;
  • Strong analytical, problem solving and learning skills;
  • Experienced user of web-based tools;
  • Excellent customer service skills;
  • General knowledge of EU institutions;
  • Able to work in an international and multicultural environment ;
  • Team player.
  • Experience with ticketing systems;
  • Knowledge of/or experience in ITIL environment.
Location: European Commission, Directorate General for Health and Food Safety, Brussels.

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