Back Office Applications Systems Engineer

Company Details

The European Space Agency is ATGs biggest client. They are an international organisation with 22 member states with sites in the Netherlands, Germany, Spain, France, Italy, UK and Belgium. ESA is Europes gateway to Space!

For our client we are looking for a Back Office Applications Systems Engineer for their locations in Italy and The Netherlands to join their End-User Division.

Tasks & Responsibilities

  • Defining and documenting user requirements;
  • Ensuring that the workplace service operates properly, interfacing workplace services supplied by the industrial service providers;
  • Supervising the day to day service providers, their service delivery and provisioning, monitoring, measuring and reporting the performance against their SLA, including related infrastructures (availability, continuity, capacity, asset refresh);
  • Supervising user requests and related trends such as for incidents, problems, changes, assets;
  • Managing service catalogues and portfolios;
  • Monitoring and ensuring that SSG SLA, as defined in the Quality Matrix section, and the Service providers SLA are respected;
  • Handling of any workplace service-related exceptions and escalations;
  • Mastering the end-user functional and service aspects;
  • Reviewing and accepting the service and technical deliverables of service providers (Change Management);
  • Supervising the Service configuration and implementation of resolution and related deployment planning (Configuration and Release management);
  • Managing the insertion plan of any new service or its major enhancement, including the Insertion Service readiness review procedure;
  • Applying a systematic approach for continuous service improvement, covering gaps of Service providers when necessary;
  • Improving the security aspects of servicing the workplace capabilities, demonstrating secure servicing practices and providing security cross reference for all services in scope, in particular when alternative and or changes in the as-is service solutions are proposed in order to compare the current and the new solution Vs Security and Data Protection requirements/GDPR;
  • Managing audits in particular the collection of info, recording of deficiencies, the instigation of corrective actions and the reporting of the outcome;
  • Managing the following procedures:;
  • Continuous Improvement;
  • Communication Management to end-users, in particular whenever an InfoNote has to be sent to the users by the Service Desk;
  • Major Incident (Highest severity/Priority issue);
  • Dissatisfaction;
  • Complaint.


  • University degree or equivalent qualification in Information Technology domain with a solid and documented background and practice;
  • At least 7 years of in-depth experience are required in coordinating and supervising service delivery and provision, operations of medium/large size contracts;
  • The following main general characteristics are essential:;
  • Effective communication and reporting;
  • Excellent interpersonal skills with leadership qualities required for supporting the Service Governance in the management of experts maintaining a good working relationships with a wide range of staff, customers and industry representatives (e.g. Service providers and HW/SW Vendors);
  • Customer/End-User orientation possibly having executed both the roles of Supplier and Customer;
  • Result orientation, with a proactive ca-do attitude to problem-solving, anticipating and solving problems, looking for solutions and proposing alternatives;
  • Ability to rapidly learn from the experience;
  • Strong knowledge of ITIL standard and best practice for Service delivery and Support processes;
  • Workplace Technologies and IT Service Management tools suite;
  • Mobile applications domain and environments;
  • Strong scripting and packaging technical skills.

What do we offer

ATG Europe offers excellent working conditions and provides you with all the necessary means to further your career. We believe that training and education, combined with regular assessments and a personal development plan, will create the best environment for growth. If needed we also assist you with settling in your new home or finding the right school for your children. ATG will help in any way it can, including a relocation budget that is applicable for ATG staff as well as employees working at one of our clients.

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