Application and Infrastructure Helpdesk Support

About us

The University of Luxembourg is an international research university with a distinctly multilingual and interdisciplinary character.

Created in 2003, it strives today to meet tomorrow's major societal challenges, by nurturing an interdisciplinary approach and international outlook, investing in scientific quality and innovation, as well as offering personalised and multilingual teaching. The institution places particular emphasis on research with impact. To achieve this goal, its research priorities focus on digital transformation, medicine and health, as well as sustainable and societal development.
The University invests in its knowledge and technology transfer through an attractive intellectual property policy and numerous partnerships. 7,500 students are enrolled at Uni.lu, of which 1,000 are doctoral candidates. With 300 professors, students have privileged access to world-renowned expertise.
Times Higher Education ranks Uni.lu 20th in the Young University Ranking 2024 and among the top 250 universities in the world.

The IT department of the University enables a community of +8000 users (scientific researchers, professors, admin staff, students) in their daily teaching/working activities. The IT User Services & Support Team's (~20 pp) key mission is to offer a seamless IT journey for the end-user, where they are not only supported in case of technical issues but most importantly empowered and accompanied to acquire new digital skills and gain ownership on different ICT tools. In this context, the IT User Services & Support Team is looking for a new collaborator in the domain of Asset Management who should have very good technical skills as well as be driven by first class customer service.

Your role

The role is reporting to the Team Leader User Services & Support of the University's IT Department. We are seeking a candidate interested in a temporary (CDD) contract of 15 months.

The CMDB Manager will be responsible for ensuring the Configuration Management Database (CMDB) accurately reflects the IT infrastructure, supports the service management processes, and aligns with the IT strategy of the university. This role ensures that the CMDB provides accurate information about IT assets and their configurations and conducts regular audits to ensure the CMDB's integrity and accuracy.

CMDB Management:

• Develop and maintain the CMDB, and ensure it supports the IT department's service management processes
• Lead the planning, design, and implementation of the CMDB and its processes
• Ensure the CMDB provides accurate information about end-user IT assets and their configurations
• Collaborate with IT teams to identify and define end-user configuration items (CIs) and their relationships
• Establish and enforce CMDB policies, standards, and procedures
• Conduct regular audits to ensure the CMDB's integrity and accuracy
• Provide logistical support for IT asset management projects and initiatives
• Ensure compliance with university policies and procedures regarding IT assets
• Provide reports on asset utilization and lifecycle management

IT Support:

• To anticipate potential issues which could impact the IT experience of a user and find solutions to eliminate/minimize this impact, escalating when appropriate
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to our users as soon as possible
• To contribute to policy documents and updates related to asset management
• To build relationships with colleagues to ensure IT standards and consistency
• To undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

Your profile

• Bachelor's or Master's degree in IT-related field
• Previous experience (at least 3-5 years) in IT Support
• Extensive experience in CMDB management, preferably within a university or similar environment
• Strong knowledge of ITIL processes and best practices
• Certification in ITIL v4 Foundation / IT Asset Management (ITAM) is desired
• Computer software and hardware troubleshooting knowledge and experience

Experience:

• Experience with ServiceNow or other IT service management tools
• Good knowledge/experience of Active directory
• Good knowledge/experience of endpoint management tools like SCCM
• Good knowledge/experience of the hardware and software lifecycles

Attributes / Skills:

• Strong organizational and time management skills
• Passionate about providing first-class support to users
• Proactive, autonomous, and willing to take initiatives
• Highly motivated and energetic, fast learner
• Able to manage changing priorities in a high-pressure environment
• Solution-oriented
• Project management skills and experience
• Full proficiency in English and French. German is an asset
• Able to communicate effectively (verbal and written) with technical and non-technical colleagues at all levels in the organization
• Able to step back, assess a situation and adapt behavior to it
• Has a genuine interest for higher-education environment

We offer

• Multilingual and international character. Modern institution with a personal atmosphere. Staff coming from 90 countries. Member of the "University of the Greater Region" (UniGR)
• A modern and dynamic university. High-quality equipment. Close ties to the business world and to the Luxembourg labour market. A unique urban site with excellent infrastructure
• A partner for society and industry. Cooperation with European institutions, innovative companies, the Financial Centre and with numerous non-academic partners such as ministries, local governments, associations, NGOs …

How to apply

Applications should include:

• Curriculum Vitae
• Cover letter

Early application is highly encouraged, as the applications will be processed upon reception. Please apply ONLINE formally through the HR system. Applications by Email will not be considered.

All qualified individuals are encouraged to apply. In line with our values, the University of Luxembourg promotes an inclusive culture. We encourage applications from individuals of all backgrounds and are dedicated to upholding equality and respect for our employees and students.

General information:

• Contract Type: Fixed Term Contract
• Work Hours: 40.0 Hours per Week
• Location: Campus Belval
• Internal Title: Application and infrastructure helpdesk support
• Job Reference: UOL06732

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