We are currently looking for a n "AI Support Coordinator" to manage, support, and continuously improve the operational delivery of AI-based systems within the client. This role requires a dynamic individual with both technical and service-oriented capabilities, combined with the ability to manage change, promote engagement, and energize a growing AI community.
Key responsibilities
Operational & service management:
-
Organise, implement, and maintain support structures for AI systems and services.
-
Coordinate support and business analysis teams across projects and departments.
-
Design, implement, and improve support processes in line with IS service management best practices (e.g., ITIL).
-
Monitor service quality and implement improvements based on incident reports, feedback, and lessons learned.
-
Handle incident management and ensure structured reporting and analysis.
AI service delivery & innovation:
-
Proactively maintain and extend the AI service catalogue, incorporating results from innovation pilots and the broader EU AI ecosystem.
-
Provide strategic guidance on both DG SANTE-delivered and corporate-level AI solutions from other DGS (e.g., DIGIT, DG Translation).
-
Promote internal awareness and adoption of AI tools and services through targeted communication campaigns.
Change management & community engagement:
-
Implement an established AI Change Management Plan, ensuring structured follow-up and timely updates.
-
Apply strong planning, drafting, and organisational skills to maintain and adapt the change roadmap.
-
Lead community-building efforts for the newly formed 'AI Champions Network', facilitating engagement and continuous participation.
-
Coordinate and energize the AI Champions to act as local advocates and multipliers within their units.
-
Plan and execute internal communication activities (e.g. webinars, newsletters, workshops) to increase awareness and adoption of AI tools and services across DG SANTE.
Collaboration, communication & documentation:
-
Liaise with internal project teams, operations contractors, and the AI Innovation team to ensure smooth coordination and service alignment.
-
Coordinate and maintain collaborative platforms (e.g., Confluence, SharePoint) and service catalogues.
-
Draft and manage service-related documentation including procedures, user manuals, FAQs, and knowledge base content.
-
Organise and produce communication materials tailored to a variety of audiences, from technical staff to policy users.
-
Deliver training sessions, workshops, and knowledge transfer initiatives to ensure effective use and understanding of AI services.
User & stakeholder engagement:
-
Handle user requests and ensure prompt follow-up through established support channels.
-
Engage with stakeholders through regular meetings, demos, and service feedback sessions.
-
Monitor user satisfaction and adjust service offerings accordingly.
Required experience & technical expertise:
- End user support for information systems
- ITIL knowledge and practice
- Service documentation and reporting
- Use of Wiki, collaborative platforms and service catalogues
- Tools : Confluence, Jira, SharePoint or equivalent
- AI technologies (eg: NLP, LLMs, visual analytics, data mining, linked data, semantic interoperability)
-
Required education: Minimum: Bachelor's degree or equivalent (Level 6 of the European Qualification Framework - Eqf)
Non-technical & change management skills:
- Change management:
-
Ability to implement structured change plans and keep them updated and relevant.
-
Strong planning and drafting skills for follow-up and roadmap updates.
-
Experience managing and energising internal communities such as AI Champions or similar networks.
-
Proven ability to organise internal communication initiatives and drive awareness.
-
-
General soft skills:
-
Excellent interpersonal, written, and oral communication skills (English - C1 level).
-
Strong analytical mindset and business-oriented thinking.
-
Technical writing and documentation proficiency.
-
Capacity to thrive in international, multicultural teams and fast-evolving environments.
-
High standards of discretion and integrity, especially when handling personal and confidential data.
-
-
Sector-specific knowledge (assets):
-
Understanding of public administration processes (e.g., policy planning, monitoring, decision-making).
-
Familiarity with the public health or food safety domains is an advantage.
-
-
Certifications (optional but preferred): ITIL foundation certification
Why cronos group?
We'll propose you:
- An attractive salary package
- A good work-life balance environment
- The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
- The opportunity to develop your skills thanks to tailor-made training courses according to your needs
- A good job in a friendly place
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!
