ECHA/2020/666  Annex 11 to Technical Specifications Profiles description  –  Restricted  22 (24)  Nature of the  tasks  • Produce and keep up-to-date the relevant technical  documentation and documentation.  • All tasks associated with setting up or supervising the setting  up (and eventual decommissioning) of the application  management technical solution (including setting up  monitoring and diagnostic tools).  • Setup or supervise others while they setup up technical  environments  • Perform deployments to application environments.  • Perform technical impact assessment for change requests.  Create and follow-up tickets, for example a ticket to ask a 3rd  party to resolve a network connectivity problem.  • Provide feedback to the development stream for application  improvements.  • Development and maintenance of automation components  (e.g. Chef recipes, Jenkins scripts, etc.).  • Design and propose systems & applications changes to  improve availability, maintainability, security and quality of the  applications under the Application Management scope.  Education  • Successful training/education by a competent institute, in  relevant subject.  Knowledge and  skills  • English: C1  Good knowledge of ITIL Foundation especially on event,  incident, problem and change management  • Service management tools (such as BMC Remedy);  Experience  • Working in an international/multicultural environment  • At least 2 years of overall IT experience;  At least 1 years of hands-on experience in a support role of a  business application.  Nature of the  tasks  • End user and daily maintenance support.  Analyse impact of incidents and communicate it to affected  user areas and minimize it.  • Report incidents towards application vendors or development  team (third line support and maintenance) and track resolution  status.  • Facilitate the troubleshooting, debugging, diagnosis, root- cause analysis, etc. with all relevant parties.  • Regularly and pro-actively monitor that supported applications  and areas are performing as expected.  • Participate in development handovers and trainings on the  service operations part.  4.3. Service Support  The scope of the Application support expert role includes service activities, usually  providing support to the end-users related to the issues, problems, questions, etc. about  the applications in use. The Application support expert may perform the following tasks  and responsibilities, among others:  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu 