Remote IT Service Coordinator (ITIL/ITSM) Europe

SEIDOR; Brussel Hoofdstad; Remote; EUR 70,000 - 110,000; Full time

Job summary

SEIDOR seeks an IT Support Coordinator to manage IS support processes and knowledge bases for Europe. You will coordinate multi-level support teams, ensure timely incident resolution, and enforce ITIL practices across incident, problem, and request management.

The role involves developing user documentation, delivering IS trainings, and maintaining dashboards to monitor SLA performance. Remote work across Europe is offered to suitable candidates.

Qualifications

• 17 years of experience in IT support processes and management practices (Incident, Request Fulfilment, Problem, Change).
• 17 years of experience creating operational and service quality reports.
• 7 years using collaboration platforms and managing documentation/user guides.
• 7 years using ITSM tools for incident, problem, and request management.
• 10 years using issue tracking tools and collaboration tools to support planning and delivery.

Responsibilities

• Organize and maintain IS support processes and knowledge bases.
• Coordinate L1-L3 support teams for timely incident resolution.
• Perform ITSM activities following ITIL practices.
• Coordinate with development teams and stakeholders.
• Develop and maintain user documentation and training materials.
• Support service reporting dashboards for SLA visibility.
• Escalate complex issues with detailed reproduction steps.

Skills

ITSM processes

Incident management

KPI tracking

Stakeholder coordination

Knowledge base management

Education

ITIL Foundation

ITIL 4 Foundation

Tools

ServiceNow

Jira Service Management

Confluence

SharePoint

MS Teams

Jira

Job description

SEIDOR seeks an IT Support Coordinator to manage IS support processes and knowledge bases for Europe. You will coordinate multi-level support teams, ensure timely incident resolution, and enforce ITIL practices across incident, problem, and request management.

The role involves developing user documentation, delivering IS trainings, and maintaining dashboards to monitor SLA performance. Remote work across Europe is offered to suitable candidates.