Knowledge Manager - Service Desk & KB Lead (Remote)

Altia; Brussel; Remote; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Altia is seeking a knowledgeable knowledge-management specialist to lead the Service Desk knowledge base in an international setting, with mainly remote work and occasional on-site presence in Brussels. You will create and maintain articles on known errors, workarounds and resolutions; collaborate with analysts and developers; ensure lifecycle management and continuous improvement.

Applicants should have EQF Level 7 or Level 6 with several years IT experience, strong English or French, and

Qualifikationen

• Master’s degree (EQF Level 7) or bachelor’s with substantial IT experience and 5+ years, or 7+ years with 3+ years post-bachelor experience.
• English or French at least B2 level.
• Experience preparing incident-resolution and troubleshooting documentation.

Aufgaben

• End-to-end management of the Service Desk knowledge base.
• Creation and maintenance of articles on known errors, workarounds and resolution steps; drafting of internal procedures.
• Knowledge harvesting from incidents and tickets with analysts and developers.
• Production of FAQs and troubleshooting guides for L1/L2 support; documentation of administration tools.
• Management of the KB lifecycle, including audits, archiving, version control and continuous improvement.

Kenntnisse

Analytical thinking

Autonomy

Results orientation

Written communication

International collaboration

Ausbildung

EQF Level 7 (Master) or 5 years higher ed

EQF Level 6 (Bachelor) with 7+ years IT experience

Tools

Confluence

SharePoint

ITSM (ServiceNow)

Jira

SQL concepts

API endpoints

HTML/CSS

Screen recording

Jobbeschreibung

Altia is seeking a knowledgeable knowledge-management specialist to lead the Service Desk knowledge base in an international setting, with mainly remote work and occasional on-site presence in Brussels. You will create and maintain articles on known errors, workarounds and resolutions; collaborate with analysts and developers; ensure lifecycle management and continuous improvement.

Applicants should have EQF Level 7 or Level 6 with several years IT experience, strong English or French, and