IT Support Manager

EUROPEAN DYNAMICS; Brussel Hoofdstad; Sur place; EUR 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration

Full benefits package

Résumé du poste

EUROPEAN DYNAMICS based in Belgium seeks an IT Support Manager fluent in English to join the Development team and work on-site at customer premises. You will organize and improve IT system support, and implement ITIL/ITSM processes while maintaining knowledge bases.

You should hold a IT degree with 5 years of IT experience and be proficient in Incident, Request, Problem and Knowledge Management, plus tools like JIRA or ServiceNow. The role offers a contract or full benefits package.

Qualifications

• University degree in IT plus 5 years IT experience.
• Experience with ITSM processes and knowledge management.
• Proficiency with Incident/Request/Problem/Knowledge Management.
• Experience in user support and stakeholder coordination.
• Strong command of English.

Responsabilités

• Organise and implement IT system support.
• Design and improve ITSM processes including Incident, Request, Problem and Knowledge Management.
• Create and maintain knowledge bases and user manuals.
• Guide business users in ICT tools usage.
• Monitor performance and service levels; drive continuous improvement.
• Elaborate and implement relevant support processes.

Connaissances

ITIL/ITSM knowledge

Incident management

Request fulfilment

Problem management

Knowledge management

User support

Troubleshooting

Stakeholder coordination

Documentation

Wiki / collaborative sites

English proficiency

Formation

University degree in IT

Outils

SMT

JIRA

ServiceNow

Description du poste

We currently have a vacancy for a IT Support Manager fluent in English, to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the company’s premises or on-site at customer premises. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site.

Your tasks

• 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.

• 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.

We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience. All applications will be treated as confidential.

you may also consider all our other open vacancies by visiting the career section of our web site (www.eurodyn.com) and follow us on Twitter (@EURODYN_Careers) and LinkedIn.

EUROPEAN DYNAMICS (www.eurodyn.com) is a leading Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). The company employs over 1000 engineers, IT experts and consultants (around 3% PhD, 36% MSc and 53% BSc or equivalent). We design and develop software applications using state-of-the-art technology. The group generates annual revenues in the range of EURO 40 million, with an EBITDA in the range of 20%. The value of our contract portfolio exceeds EURO 250 million. EUROPEAN DYNAMICS is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.

EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy.

Furthermore, when providing your data, it is up to you to explicitly consent that your data can be assessed for future job openings, for as long as you do not withdraw such consent. If you do not consent, we will not be able to consider the data you provide to us for future job openings.