Live Jobs
Discover and Apply for Jobs
IT CONTRACTOR (m/f/d)
Contract
Luxembourg, Luxembourg
19.05.2025
Key Objectives and Responsibilities
In the final phase of the engagement, the contractor will focus on ensuring a smooth and structured transition of responsibilities to the permanent Luxembourg IT team. Key activities will include:
By the end of the contract, the following outcomes are expected:
- Team Leadership and Technical Oversight
- Act as the lead technical resource for the Luxembourg office during the contract period.
- Provide hands-on leadership to the local IT team, setting daily priorities and mentoring staff through technical challenges.
- Allocate and monitor work assignments to ensure efficient support and timely resolution of issues.
- Promote service excellence, proactive issue management, and collaborative problem-solving.
- Serve as the key liaison between Luxembourg and Group IT for all operational matters.
- Staff Training and Skills Transfer
- Assess the current skill levels and capabilities of Luxembourg-based IT staff.
- Design and implement a structured training plan aimed at enabling staff to resolve approximately 80% of local IT issues independently.
- Conduct workshops, shadowing sessions, and practical exercises to reinforce skills.
- Provide documentation, knowledge base entries, and standard operating procedures (SOPs) to support ongoing learning.
- Monitor progress and adjust training content to address evolving needs.
- Support Capability for Azure Virtual Desktop and SharePoint
- Provide in-depth training on first and second-line support tasks related to Azure Virtual Desktop and SharePoint.
- Establish and document processes for managing user access, common troubleshooting scenarios, and escalation workflows.
- Deliver training in collaboration with Group IT, where deeper technical expertise is required.
- Ensure local staff are confident in managing day-to-day operations and support requests for both platforms.
- Audit Readiness and Response
- Train staff to handle approximatively 80% of IT-related audit queries with minimal oversight.
- Provide standard templates and guidance to prepare for both internal and external audits.
- Define procedures for collecting and presenting audit evidence in a structured and compliant manner.
- Create a clear framework for escalating audit-related questions or data requests to Group IT when necessary.
- ITSM Tooling and Process Integration (Jira)
- Lead the transition of Luxembourg's IT support function to the Jira ITSM platform.
- Work with Group IT to configure workflows, categories, and permissions appropriate to the Luxembourg office.
- Provide onboarding and training to all relevant staff to ensure correct and consistent use of the system.
- Ensure all active and historical support issues are appropriately migrated or archived in line with agreed processes.
- The contractor will provide weekly progress updates to both the Luxembourg Office Manager and the Group IT function.
- Progress will be tracked against agreed milestones, including training completion, system adoption, and staff readiness.
- Issues, risks, and blockers will be escalated in a timely manner to ensure project success and continuity.
- Regular check-ins with Group IT will ensure alignment with broader strategic and technical objectives.
In the final phase of the engagement, the contractor will focus on ensuring a smooth and structured transition of responsibilities to the permanent Luxembourg IT team. Key activities will include:
- Conducting final knowledge transfer sessions to address any outstanding training needs.
- Reviewing and updating documentation to ensure it is clear, complete, and accessible.
- Ensuring all Jira ITSM workflows are in place and that staff are confident in managing the system independently.
- Creating a comprehensive handover pack outlining current system states, unresolved issues, key contacts, and support procedures.
- Holding a formal handover meeting with Luxembourg and Group IT representatives to walk through the transition plan and confirm readiness.
- Providing optional remote support or limited post-engagement availability (if agreed) to assist with immediate post-handover queries.
By the end of the contract, the following outcomes are expected:
- The Luxembourg IT team will be able to resolve approximately 80% of day-to-day technical issues independently.
- Staff will be fully trained in providing first and second-line support for Azure Virtual Desktop and SharePoint.
- Local staff will be equipped to respond to the majority of audit-related IT queries with minimal reliance on Group IT.
- Jira ITSM will be the central platform for managing all Luxembourg support requests, with processes fully embedded.
- A confident, well-led, and capable local IT function will be in place, supported by clear documentation and effective escalation routes.
- A structured handover will ensure continuity of service and operational stability beyond the contractor's engagement.