AI Support Coordinator bei Cronos Europa

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 Education:

• Minimum: Bachelor’s degree or equivalent (Level 6 of the European Qualification Framework – EQF)

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)

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!