Customer Relations and Service Delivery Excellence Unit - Customer Relations Hub

The Directorate-General for Information Technologies and Cybersecurity (DG ITEC) delivers digitally advanced, secure, resilient, compliant and sustainable information and communications technology (ICT) services.

Do you imagine yourself working at the centre of a dynamic environment where technology meets policy-making?

We are the Customer Relations Hub Unit (CRM) and our mission is to manage the relationship between DG ITEC and other IT stakeholders in the European Parliament and to offer support to DG ITEC’s projects. We are the main point of contact for IT customer representatives in the DGs and the Political Groups: Business Analysts (BAs), Local System Administrators (LSAs), Heads of Unit IT and other Project Managers (IT colleagues outside of our Directorate-General).

Within DG ITEC, the Customer Relations Hub Unit (CRM) is located in the Customer Relations and Service Delivery Excellence Unit who acts as a bridge between the clients, the users and the IT providers. Our CRM team currently counts eleven colleagues, based both in Brussels and Luxembourg.

We treat our trainee equally as our colleagues involving them fully into our team. From day one, you will be engaged in hands-on tasks and contribute to our projects.

As a CRM trainee, you will work closely with the Customer Relations Hub Head of Service, being involved from arrival to departure in many different tasks during the traineeship. This close working experience will greatly enhance the traineeship to allow mentoring of the trainee in many different areas of expertise.

You will support the activities of the Customer Relations Hub through different tasks which include:

• Participating in team meetings to provide insights and suggestions for improving overall customer experience;
• Providing support to DG ITEC’s corporate projects where CRM service is involved (e.g. MS Teams roll-out, new features testing and exchanges with Teams Champions, Modern Device Configuration Management, videoconferencing tools, Service catalogue for IT professionals);
• Managing communication with the IT professionals (service mailbox management) and contributing to enhancing the communication with DG ITEC’s stakeholders;
• Assisting with meetings (i.e. taking notes, drafting follow-up emails) and events (workshops or inter-institutional events) organised by CRMs;
• Collecting and organising feedback from various stakeholders;
• Maintaining information present across the internal tools of CRM (e.g. wiki, SharePoint, Teams);
• Analysing existing information on IT-related subjects, drafting and editing documents. 

This traineeship is not just about learning, it is also about contributing. You will have the opportunity to shape IT relations in one of Europe’s most important institutions.

• Eager to learn and seeking a challenge;
• Enthusiastic, with a flair for innovation;
• Accurate, detailed-minded, and well-organised;
• Passionate and knowledgeable about the IT world and the services provided by IT;
• Capable of analysing and reviewing rules, policies, regulations;
• Capable of gaining and maintaining the excellent relationships with the IT stakeholders;
• At ease at working autonomously but also as part of a team;
• Capable of writing clearly in English, preferably with some experience in writing newsletters, or in communication/ journalism/ business or public relations;
• More than at ease in using Microsoft Office applications, or other applications in use in the European Parliament (e.g. ServiceNow).

This traineeship is your chance to gain insider experience in managing IT relations within the European Parliament. If you want to be part of an innovative and impactful environment, we look forward to receiving your application.

The European Parliament is dedicated to fostering an inclusive and equitable workplace. We welcome all candidates, regardless of their geographical, racial or ethnic origin, political or religious beliefs, age, disability, gender identity, sexual orientation, socioeconomic background, civil status, or family situation.