IT Process & Quality Specialist

Challenge Group; Luik; Sur place; EUR 55 000 - 80 000; Plein temps

Résumé du poste

Challenge Group in Belgium is seeking an IT Process & Quality Specialist to develop, standardize, measure, and continuously improve IT processes and service quality across the organization.

The role requires collaboration with IT teams and management to optimize workflows, monitor performance and drive service excellence across IT domains, including governance, compliance and automation initiatives.

Qualifications

• Bachelor’s degree in Information Systems, Industrial Engineering, Data Analysis, or related field.
• 2-4 years of IT process management and service performance experience.
• Experience documenting and improving IT workflows and procedures.
• Familiarity with KPI/SLA management and ITSM tools.
• Knowledge of ITIL/ COBIT frameworks.
• Strong analytical and organizational skills with attention to detail.
• Proficient in Excel; Power BI is an advantage.

Responsabilités

• Design, document, and continuously improve IT processes and procedures.
• Map and optimize end-to-end workflows for incident, change, asset management, and service delivery.
• Define, monitor, and analyze operational KPIs and SLAs.
• Build dashboards and reports to visualize IT performance.
• Support IT governance, compliance efforts, and audit readiness.
• Collaborate with IT managers to align processes across systems and tools.
• Lead initiatives to automate processes and reduce manual workload.
• Promote standardization, quality, and continuous improvement.

Connaissances

IT process management

KPI/SLA management

Service performance analysis

ITIL/ COBIT familiarity

Power BI / BI tools

Excel proficiency

Strong communication

Formation

Bachelor’s degree in Information Systems, Industrial Engineering, Data Analysis, or related field

Outils

ManageEngine

ServiceNow

Description du poste

As an IT Process & Quality Specialist, you will be responsible for developing,standardizing, measuring, and continuously improving IT processes and servicequality across the organization. The role combines process governance,documentation, KPI management, service performance analysis, and continuousimprovement initiatives to ensure efficient, consistent, and high-quality IToperations. You will work closely with IT teams and management to optimizeworkflows, monitor operational performance, support governance and complianceefforts, and drive service excellence across Infrastructure, ERP, Cybersecurity,Applications, BI, and Support.

Responsabilities

• Design, document, and continuously improve IT processes, procedures, and workinstructions across all IT domains.
• Establish and maintain a unified IT procedures library and ensure teams operateaccording to approved standards.
• Map and optimize end-to-end workflows for incident management, change management, asset management, and service delivery.
• Define, monitor, and analyse operational KPIs, SLAs, MTTR, and other service qualitymetrics.
• Build dashboards and reports to visualize IT performance, trends, and improvementopportunities.
• Support the implementation and adoption of ITIL-based best practices within IT Services.
• Lead process optimization and automation initiatives to improve efficiency and reducemanual workload.
• Conduct service reviews and recommend corrective and preventive actions.
• Collaborate with IT managers to ensure alignment and consistency across systems,policies, support tools, and governance frameworks.
• Support audit readiness and compliance efforts by maintaining process documentationand providing service-performance insights.
• Promote a culture of standardization, accountability, quality, and continuousimprovement across IT.
• Work closely with the CISO and other managers to align processes, governance, quality, and compliance requirements.

Education/Experience, skills and personal attributes

• Bachelor’s degree in Information Systems, Industrial Engineering, Data Analysis, or relatedfield.
• 2-4 years of experience in IT process management, governance, service performance, quality analysis, or service delivery roles.
• Proven experience in documenting and improving IT workflows andprocedures.
• Experience with KPI/SLA management and service quality measurement.
• Familiarity with ITSM tools such as ManageEngine, ServiceNow, or similar platforms
• Familiarity with ITIL, COBIT, or similar service management / governance frameworks.
• Strong analytical and organizational skills with attention to detail and process efficiency.
• Strong Excel and/or BI tool skills; Power BI is an advantage.
• Excellent communication and collaboration skills; ability to work with multipleteams and stakeholders.
• Experience in aviation or logistics environments - Advantage.

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