It Support & Stakeholders Engagement Specialist

About Cronos Europa

Cronos Europa is a leading IT and digital transformation partner dedicated exclusively to European Institutions and agencies, delivering mission‑critical solutions that shape Europe's digital future. As part of the Cronos Group, one of the most innovative and fastest‑growing tech ecosystems in Europe, we benefit from a vast pool of expertise and cutting‑edge capabilities. With over 1,000 specialists across Belgium, Luxembourg, and the Netherlands, we combine deep institutional knowledge with strong engineering excellence to support long‑term, high‑impact EU programmes requiring reliability, scalability, and innovation.

About the job

We are looking for an experienced IT support and stakeholder engagement professional to join a helpdesk team supporting critical financial systems.

In this role, you will provide first-level support to end-users while contributing to the continuous improvement of IT service management processes. Beyond operational support, you will play a key role in driving user adoption of digital tools, enhancing stakeholder satisfaction, and improving communication and service delivery within a complex, multicultural environment of the European Commission.

Key responsibilities

IT Support & Service Management

• Provide first-level support to end-users of SUMMA and ABAC applications
• Ensure helpdesk procedures are up to date, clearly communicated, and consistently applied
• Monitor ticket volumes and implement measures to reduce backlog and improve resolution times
• Manage and follow up user requests and incidents, including reporting activities
• Organise and maintain IS support services and ensure high-quality service delivery
• Participate in service, user, and project meetings
• Provide user guidance, particularly for financial systems (SUMMA – SAP environment)
• Maintain and update the knowledge database and user documentation
• Follow up on service quality and propose improvements

Continuous Improvement & Coordination

• Identify and implement improvements in ServiceNow usage and helpdesk processes
• Contribute to Post Incident Review improvements
• Drive continuous improvement initiatives within the support environment
• Ensure coordination between project teams and service support teams

Stakeholder Management & Digital Adoption

• Manage customer relationships to ensure adoption of digital solutions
• Create stakeholder maps and analyse stakeholder needs
• Oversee adoption journeys and ensure engagement across different user groups
• Develop adoption dashboards, reports, and KPIs
• Resolve stakeholder issues efficiently and ensure user satisfaction
• Define and implement communication strategies aligned with adoption objectives
• Translate communication objectives into actionable plans and activities
• Contribute to digital project success by ensuring stakeholders remain informed and engaged

Your profile

• Bachelor's degree (EQF Level 6) or equivalent
• Strong ability to work autonomously and manage workload effectively
• Excellent interpersonal and stakeholder management skills
• Proven ability to build strong relationships and foster collaboration
• Problem-solving mindset with strong analytical skills
• Excellent communication and presentation skills
• Ability to produce clear, structured documentation and reports
• Team player with the ability to work under pressure in a structured manner
• Experience working in multicultural and multilingual environments
• Fluent in English and French (minimum C1 level required)
• High level of integrity and discretion when handling sensitive data

Specific Expertise

• Knowledge of customer relationship management practices and tools
• Experience in stakeholder mapping and engagement strategies
• Experience with adoption dashboards and reporting tools
• Ability to analyse customer segments and user behaviour
• Hands-on experience with Atlassian tools (Jira, Confluence)
• Proficiency in Microsoft Office tools, particularly PowerPoint
• Good understanding of IT environments and service management practices

Certifications & Standards

• Optional: ITIL Foundation certification

If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!