Information Technology Support Manager

ThoughtLabs Belgium; Brussel; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

ThoughtLabs Belgium is seeking an IT Support and ITSM Specialist to organize and optimize information systems support. You will design and implement ITSM processes such as Incident, Request, Problem and Knowledge Management, and maintain knowledge bases and user guides.

The role requires a university IT degree with 5 years of relevant experience and strong English skills, plus hands-on work with JIRA or ServiceNow and wiki/documentation tasks in a collaborative environment.

Qualifications

• University degree in IT with 5 years of relevant experience.
• Knowledge of information systems support.
• Strong ITIL/ITSM knowledge and experience with Incident, Request, Problem and Knowledge Management.
• Experience in user support, troubleshooting and stakeholder coordination.
• Knowledge of wiki, collaborative sites and support documentation.
• Good knowledge of service management tools SMT, JIRA or SERVICE NOW.
• Excellent command of the English language.

Responsabilités

• Organisation and implementation of support of information systems.
• Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem Management and Knowledge Management.
• Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation.
• Provision of guidance and assistance to business users in the use of information systems and ICT tools.
• Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality.
• Elaboration and implementation of relevant support processes.

Connaissances

IT support knowledge

ITIL/ITSM knowledge

Incident/Request/Problem/Knowledge mgn

User support & troubleshooting

Documentation & wiki management

Service management tools (JIRA/SERVICE

Formation

University degree in IT

Outils

JIRA

SERVICE NOW

Description du poste

• Organisation and implementation of support of information systems;
• Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem Management and Knowledge Management;
• Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation;
• Provision of guidance and assistance to business users in the use of information systems and ICT tools;
• Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality;
• Elaboration and implementation of relevant support processes.

Requirements

• University degree in IT combined with relevant IT professional experience of 5 years;
• Knowledge in support of information systems;
• Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes;
• Experience with Incident, Request, Problem and Knowledge Management;
• Experience in user support, troubleshooting and stakeholder coordination;
• Knowledge of wiki, collaborative sites and support documentation;
• Good knowledge of service management tools SMT, JIRA or SERVICE NOW;
• Excellent command of the English language.