ITSM & IT Support Lead — On-site Belgium

EUROPEAN DYNAMICS Group; Brussel; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

EUROPEAN DYNAMICS Group is seeking an IT Support Manager fluent in English to be based in Belgium. The role will be split between company premises and on-site at client locations, integrating with the development team and closely cooperating with a major client's IT team.

You will design and implement ITSM processes, manage incident, request, problem and knowledge management, and build knowledge bases and user manuals. Strong ITIL knowledge and experience with JIRA or ServiceNow are essential.

Formación

• University degree in IT with 5 years of relevant experience.
• Strong ITIL/ITSM knowledge and related processes.
• Experience with Incident, Request, Problem and Knowledge Management.
• Experience in user support, stakeholder coordination, and knowledge bases.

Responsabilidades

• Organise and implement information systems support.
• Design, implement and improve ITSM processes including Incident, Request, Problem and Knowledge Management.
• Create and maintain knowledge bases, manuals and wiki pages.
• Provide guidance to business users in the use of ICT tools.
• Monitor support performance, ticket quality, resolution times and service levels.
• Elaborate and implement relevant support processes.

Conocimientos

ITSM knowledge

Incident management

Problem management

Knowledge management

User support

Stakeholder coordination

Wiki knowledge

Educación

University degree in IT

Herramientas

JIRA

ServiceNow

Descripción del empleo

EUROPEAN DYNAMICS Group is seeking an IT Support Manager fluent in English to be based in Belgium. The role will be split between company premises and on-site at client locations, integrating with the development team and closely cooperating with a major client's IT team.

You will design and implement ITSM processes, manage incident, request, problem and knowledge management, and build knowledge bases and user manuals. Strong ITIL knowledge and experience with JIRA or ServiceNow are essential.