User Assistance Person

hace 6 días

Bilbao, Vizcaya, España The Whiteam A tiempo completo

Profile: User Assistance Engineer/ IT Support Engineer.

Duration: initial contract from 02/01/26 to 29/01/2027, with annual extensions beyond that point (to a total of 4 years).

Location: off-site (fully remote).

Responsibilities:

  • User guidance and support regarding:

  • The use of the system.

  • The publication of documents and records.

  • User management.

  • Follow-up of incidents and organization of the reporting.
  • Follow-up of user requests.
  • Follow-up of bug reports.

  • Drafting and update of documentation, for instance:

  • user manuals,

  • on-line help, e.g. KB, FAQs, etc.
  • web documentation.
  • Prepare and give training courses on information systems.

Data provisioning in ERA Registers is either manual or through automatic interfaces API, XML files or other mechanisms.

Considering ERADIS:

  • Data quality check and publication of the following documents:

  • EC declarations of verification of subsystems.

  • EC declarations of conformity of interoperability constituents.
  • EC declarations of suitability of use of interoperability constituents.
  • Notified Bodies' (NoBos) EC Certificates.

Concerning ERATV:

The following types shall be published:

  • Authorised vehicle types issued by ERA (submitted by the Organisation: European Union Agency for Railways).

  • Concerning OCR: The following tasks shall be performed:

  • Follow-up of OCR requests related to new code assignment,
  • Follow-up of OCR organisation details updates,
  • Follow-up of OCR organisation codes revocations, The validation and the data quality check done in accordance with the following documentation:
  • User Manual for Organisation Codes requests
  • OCR Manual for

The contractor is expected to be familiar with IT tools and query services to data spaces as an advanced user. Any problems, unclear requests, blocking points requiring ERA support shall be promptly (within one day) reported to respective ERA staff.

Specific expertise required:

  • Provide user support and guidance on system usage, document publication, and user management.
  • Perform incident, bug, and user request tracking, ensuring timely reporting to ERA staff.
  • Draft, update, and maintain user documentation, including manuals, FAQs, online help, and web content.
  • Conduct data quality checks and validation in ERA Registers (ERADIS, ERATV, OCR) and support automated/manual data provisioning (API, XML, other interfaces).
  • Prepare and deliver training sessions for users, leveraging IT tools and advanced query services for data analysis.

Working Conditions:

  • Team to be deployed: 1 Architect/Analyst + 3 User Assistance staff.
  • Service hours are between 08:00 and 20:00 CET, with 8 hours/day and up to 40 hours/week per person (specific schedules agreed with the Head of the Operational Data Unit).
  • Agency uses ITIL and MS Office; all documentation and training will be provided.
  • Work and deliverables must be in English.

Rate: 75-85€/day.

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