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.