ECHA/2020/666  Annex 11 to Technical Specifications Profiles description  –  Restricted  20 (24)  4. Additional profiles for Lot 2  4.1. Service Manager  4.2. Systems / Data Administrator  The scope of the Application Administrator role includes the initial setup and configuration  of the technical aspects of the Application technology stack, and creation of the associated  technical documentation. However, it does NOT include 'performing' the Application  Management (monthly) service.  Education  • Successful training/education by a competent institute, in a  subject relevant to the tasks at hand  And  • Certification in the area of technologies relevant to the tasks  Knowledge and  skills  • English: C1  Education  • Successful training/education by a competent institute, in  relevant subject.  And  • Certification: ITIL intermediate level relevant to managing  services (or equivalent)  Knowledge and  skills  • English: C1 • Service management.  Experience  • Working in an international/multicultural environment.  • Minimum 7 years in IT of which minimum 3 years hands-on  experience in any of the following service areas: service  design, event management, access management, request  fulfilment, problem management, incident management.  • It will be beneficial to have public sector work experience (e.g.  contracts, projects, programs)  • Managing multiple suppliers of IT Services to provide a single  business-facing IT service (multisourcing).  • Service management and team collaboration software (e.g.  Microsoft Project, Microsoft Azure DevOps, Microsoft Teams,  Microsoft SharePoint Server, Atlassian JIRA, Atlassian  Confluence)  • Tools that support the service management lifecycle (e.g.  Remedy)  • Software development methods (such as RUP, SCRUM,  Software prototyping)  Nature of the  tasks  • Reporting on SLIs and SLA at the agreed reporting dates  Support the setting up and correct delivery of services at the  appropriate level of quality, acting as a point of contact for  communication and reporting. An example of such services  includes the Application Management service  • Design and integrate multiple IT services & suppliers into a  single end-to-end business facing service  • Coordinate communication with ECHA and third parties to  ensure delivery of services at the appropriate level of quality.  • Coordinate the work of Contractor’s team (e.g. of the  application management team for the Application Management  service).  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu 