IT Process and User Support Officer

As a full-time employee, you will be part of the SANTE.R4 support services team at the Directorate-General for Health and Food Safety (SANTE) working on Health Technology Assessment under the SANTE.C2. Job Description The HTA IT Process and User Support Officer support the implementation of the Health Technology Assessment (HTA) Regulation by improving the efficiency, usability and user experience of the relevant IT Platform, with a particular focus on Joint Clinical Assessment (JCA) processes. The postholder contributes to the optimisation, documentation and continuous improvement of digital workflows and user support arrangements linked to JCA activities. The role involves close cooperation with business users, IT teams and other stakeholders to ensure that systems, tools and procedures are fit for purpose and aligned with operational needs. Main responsibilities: - Identify opportunities to streamline, optimise and automate the updating of JCA process information across different documents, tools and platforms. - Support users in the use of the EU survey tool for the scoping phase of joint clinical assessments, including guidance and follow-up on user needs. - Contribute to ongoing reflection and exploratory work on the potential use of artificial intelligence in JCA-related activities. - Act as an interface with relevant stakeholders for the development and improvement of dashboards supporting JCA processes. - Support the drafting, preparation, review and updating of Standard Operating Procedures (SOPs) for different workflows. - Develop detailed workflow subtasks and ensure their alignment with corresponding IT processes and system functionalities. - Provide user support and coordinate user testing activities, including follow-up, issue management and feedback collection. - Monitor and manage functional mailboxes related to HTA activities, ensuring timely handling and appropriate escalation where needed. - Draft periodic reports on user requests, business needs, prioritisation and the development of IT functionalities. - Contribute to the continuous improvement of business processes, user guidance materials and digital tools supporting the implementation of the HTA Regulation.