IT Process & Quality Champion

Challenge Group; Grâce-Hollogne; Sur place; EUR 50 000 - 75 000; Plein temps

Résumé du poste

Challenge Group is seeking an IT Process & Quality Specialist to standardize, measure, and continuously improve IT processes and service quality across the organization. You will develop governance, KPI dashboards, and analytics to optimize IT operations and drive service excellence across Infrastructure, ERP, Cybersecurity, Applications, BI, and Support.

The role collaborates with IT teams and management to monitor performance, support governance and compliance efforts, and lead continuous

Qualifications

• Bachelor’s degree or higher in information systems or related field.
• 2–4 years of IT process management, governance, and service performance experience.
• Experience documenting and improving IT workflows and procedures.
• Familiarity with KPI/SLA management and ITIL/COBIT frameworks.
• Strong analytical and organizational skills with attention to detail.
• Excellent communication and collaboration across multiple teams.

Responsabilités

• Design, document, and continuously improve IT processes, procedures, and work instructions across IT domains.
• Maintain a unified IT procedures library and ensure teams follow standards.
• Map and optimize end-to-end workflows for incident, change, asset, and service delivery.
• Define, monitor, and analyze operational KPIs, SLAs, MTTR, and service quality metrics.
• Build dashboards and reports to visualize IT performance and opportunities for improvement.
• Support ITIL-based best practices and governance within IT Services.
• Lead process optimization and automation to reduce manual workload.
• Conduct service reviews and recommend corrective actions.
• Collaborate with IT managers to ensure alignment across systems, policies, tools, and governance frameworks.
• Support audit readiness by maintaining process documentation and providing performance insights.
• Promote standardization, accountability, quality, and continuous improvement across IT.

Connaissances

IT Process Management

KPI/SLA Management

ITIL/ COBIT

Data Analysis

Power BI

Excel

Documentation

Stakeholder Collaboration

Formation

Bachelor's degree in Information Systems

Industrial Engineering

Data Analysis

Outils

ManageEngine

ServiceNow

Description du poste

Challenge Group is seeking an IT Process & Quality Specialist to standardize, measure, and continuously improve IT processes and service quality across the organization. You will develop governance, KPI dashboards, and analytics to optimize IT operations and drive service excellence across Infrastructure, ERP, Cybersecurity, Applications, BI, and Support.

The role collaborates with IT teams and management to monitor performance, support governance and compliance efforts, and lead continuous