Roles & Responsibilities

Last updated: 2022-01-25 08:58
Request OwnerThe Request Owner is responsible for ensuring that all activities defined within the process are undertaken and that the process achieves its goals and objectives.
Request ManagerThe Request Manager is responsible for the Request procedure, for work instruction design, and for the day to day management of the overall procedure. The manager has authority to manage all aspects of Requests fulfilment.
Request AnalystThe Request Analyst is responsible for designing and implementing the Request Procedure as defined by the Request Manager, and to be a point of contact for escalated issues, questions, or concerns.
End UserThe End User is the person using an IT resource. This role is responsible to report all Incidents and make all IT requests and contacts through the Service Desk.
ServiceDesk AgentThe Service Desk Analyst is responsible for the day to day communication with all End Users and to facilitate the resolution and fulfillment of Incidents and Requests.
Request CoordinatorThe Request Coordinator is responsible of managing all requests that are assigned to his group, within the SLA defined.

Implementation of the major roles in the team:

RoleHealthdata function
End Useranybody who is not part of the healthdata organization, but is a user of its services (scientists, Sciensano staff, hospital/laboratory staff, …)
Service Desk AgentIs part of the role of Support Engineer/Service Desk Officer in the Services & Support Team
L2/3 Request AnalystIs part of engineer/developer functions in all HD teams- IAT, DC, DWH, SOB; as well as the DPO, EA, other architects
Request CoordinatorIs part of the role in all HD teams
Request ManagerIs part of the role of Incident management in the Services & Support Team