Interoperability Support Specialist (Level 3)

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for an Interoperability Support Specialist (Level 3) to join our UniQue team.

What will you be doing in this role?

• Provide Level 3 support for complex interoperability and operational issues escalated from Level 1 and Level 2 support teams within the eFTI exchange environment.
• Analyse logs, message exchanges, distributed systems behaviour, and technical evidence to diagnose incidents and determine root causes.
• Verify compliance with functional and technical specifications, identifying whether issues originate from incorrect implementation, incorrect usage, specification deviations, or missing/unclear requirements.
• Act as technical coordinator and neutral arbitration point for interoperability disputes and operational issues involving multiple Member States and stakeholders.
• Support interoperability and secure communication between eFTI Gates and related distributed systems.
• Establish and maintain Level 3 helpdesk processes, including ticketing workflows, escalation procedures, operational documentation, and knowledge management practices, while actively performing hands-on support activities.
• Ensure incidents and support activities are managed in accordance with SLAs, ITIL practices, Commission governance requirements, and operational procedures.
• Maintain and continuously improve technical documentation, implementation guidelines, user manuals, wiki pages, and knowledge base content based on operational findings and support cases.
• Provide technical clarification, onboarding, training, and guidance to Member States, stakeholders, and Level 1/Level 2 support teams, particularly during early operational phases.
• Support requirements analysis, business process modelling, data modelling, testing, validation, and implementation activities in cooperation with the Commission, Member States, and stakeholders.
• Identify gaps, ambiguities, and improvement opportunities in evolving specifications, interoperability requirements, and operational processes within a large-scale cross-border system.
• Prepare structured reports, technical briefings, presentations, and operational updates for business and technical audiences.

Requirements:
What do you need to succeed in this position?

• Master's degree in IT (or related field) with at least 13 years of relevant experience (or Bachelor's degree and minimum 17 years of experience).
• Minimum 5 years of experience in IT support, service operations, or distributed systems support, with strong focus on advanced troubleshooting and Level 3 support activities.
• At least 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields and large organisation administrative business processes.
• At least 3 years of experience in requirements engineering.
• Minimum 3 years of specific expertise in BPMN or UML or other with equivalent value.
• At least 3 years of experience in hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling.
• Minimum 3 years of experience in Wiki and JIRA, Confluence tools.
• Proven experience analysing logs, message exchanges, and interoperability issues in distributed or enterprise-scale systems.
• Strong experience managing incidents through ticketing systems, ensuring timely resolution, escalation handling, and SLA compliance.
• Strong understanding of distributed systems, networking protocols, enterprise applications, and secure system communication.
• Experience with relational databases (SQL), data structures, and data modelling techniques.
• Proficiency in ETL tools and data modelling methodologies.
• Ability to coordinate and communicate effectively with multiple stakeholders, including technical teams, authorities, and business representatives.
• Experience drafting clear, structured, and comprehensive technical and operational documentation.
• Ability to work in politically sensitive and multi-stakeholder environments requiring negotiation and consensus-building.
• Familiarity with ITIL processes, IT service management practices, and operational governance frameworks.
• Advanced English (C1) communication skills (written and spoken).

Nice to have:

• Experience with identification, authentication, and authorisation solutions.
• Knowledge of non-relational databases and business intelligence reporting tools.
• Familiarity with EU legislation and the ability to derive technical requirements from legal texts.
• Experience as Solution Designer or Product Owner.
• Certificates such as ITIL foundation certification, CompTIA A+, cloud services and cloud computing concepts (such as Microsoft Azure Fundamentals) and PM2-Agile or similar agile certifications.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.