IT Support Manager - ITIL & ITSM Expert (On-site Belgium)

EUROPEAN DYNAMICS; Brussel; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

EUROPEAN DYNAMICS is seeking an IT Support Manager based in Belgium to join our Development team and collaborate on-site with a major client IT team. You will organize and implement information system support, design and improve ITSM processes, and create up-to-date knowledge bases and user manuals.

Strong ITIL/ITSM knowledge and 5 years of IT experience are required, with fluent English and on-site availability in Belgium.

Qualifications

• University degree in IT combined with 5 years of IT professional experience.
• Good knowledge of ITIL/ITSM principles and processes.
• Experience with Incident, Request, Problem and Knowledge Management.
• Experience in user support and coordinating with stakeholders.
• 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

Incident management

Problem management

Knowledge management

Stakeholder coordination

User support

Formation

University degree in IT

Outils

JIRA

ServiceNow

SMT

Description du poste

EUROPEAN DYNAMICS is seeking an IT Support Manager based in Belgium to join our Development team and collaborate on-site with a major client IT team. You will organize and implement information system support, design and improve ITSM processes, and create up-to-date knowledge bases and user manuals.

Strong ITIL/ITSM knowledge and 5 years of IT experience are required, with fluent English and on-site availability in Belgium.