Junior Helpdesk Operations Analyst

Project description

The Innovation and Digitalisation Advisory Programme aims to strengthen the capacity of financial intermediaries across the EU to scale up financing for innovative SMEs, mid-caps and digital transformation investments. Implemented by the European Investment Bank under the InvestEU Advisory Hub, the programme will support financial institutions through tailored advisory services, market development activities, awareness-raising events, a dedicated helpdesk and the development of an eligibility-checking webtool for innovation and digitalisation finance. By improving technical expertise, operational readiness and access to practical guidance, the programme will help unlock more investment for Europe’s innovation, digital competitiveness and long-term economic resilience.

Job description

This expert is the primary operational resource for the programme helpdesk under some activities. They will lead the set-up of the JIRA Service Management environment for the Innovation-Digitalisation scope, develop query workflows and triage procedures, and build the initial Knowledge Management store. Afterwards, they will carry the bulk of ongoing helpdesk operations — registering and processing FI queries and attachments, supporting quality control of eligibility responses drafted by the FI Expert, handling follow-up communications, contributing to FAQs and guidance materials, and producing quarterly helpdesk monitoring reports. This requires a highly organised, detail-oriented professional with strong financial sector knowledge.

Qualifications

• University degree in Finance, Economics, Business Administration, Law, or a related field.
• Minimum 3 years of professional experience in the EU in a financial sector support, advisory, or helpdesk/query-management role, with direct exposure to client-facing query handling.
• Familiarity with financial intermediary operations and EU-funded or EIB Group financial instruments (intermediated loans, guarantees, or similar products) — including a working understanding of innovation and digitalisation eligibility criteria — is a strong asset.
• Hands-on experience configuring and operating ticketing or case management systems, preferably JIRA Service Management or equivalent, including workflow design, triage logic, and reporting.
• Experience developing and maintaining knowledge management repositories, FAQ databases, or structured guidance documentation for financial sector audiences.
• Strong written communication skills in English — ability to produce clear, accurate, and professionally structured responses to technical financial and regulatory queries under time pressure.
• Proven ability to work within defined quality control and escalation procedures, and to collaborate effectively with senior technical and financial experts on complex query resolution.
• Strong organisational and workload management skills — this role handles a sustained, high-volume caseload across the full 24-month contract period.
• Fluency in written and spoken English (CEFR C1 minimum); knowledge of additional EU languages is a strong asset given the multi-country scope of financial intermediary clients.

Contact person

Megann Boussert Megann.Boussert@gfa-group.de