Service Manager & Analyste fonctionnel

ictjob.be; Belgique; On-site; EUR 70,000 - 100,000; Full time

Job summary

Belgian organization seeks a Service Manager & Functional Analyst who bridges business, IT and strategy, focusing on Finance and HR applications. You will ensure service quality while evolving and optimizing these systems.

You will coordinate incident, problem management, and stakeholder collaboration across Finance, HR, IT and vendors, driving process improvements and governance.

Qualifications

• 5+ years in ITSM, app management or functional analysis.
• Strong Incident & Problem management.
• Experience with BPMN and business process analysis.
• Familiar with ITIL principles and service-oriented environments.
• Fluency in French, Dutch and English.

Responsibilities

• Ensure stability, continuity and quality of business-critical applications.
• Coordinate incident and problem management through resolution.
• Monitor service performance and improve user satisfaction.
• Manage user access, security requirements and compliance.
• Coordinate stakeholders and vendors; manage contracts, licenses, budgets.
• Document governance and knowledge management practices.
• Translate business needs into functional requirements and map processes with BPMN.

Skills

IT service management

Incident management

Problem management

BPMN

ITIL

Fluent FR NL EN

Job description

Ready to play a key role between business, IT and strategy? For a long-term mission within a major Belgian organization, we are looking for a Service Manager & Functional Analyst who enjoys combining operational excellence, stakeholder management and business process improvement. You will become the reference person for a portfolio of critical Finance and HR applications, ensuring service quality while actively contributing to their evolution and optimization. This is an ideal opportunity for someone who enjoys being at the crossroads of business, technology and service management.

Your mission

As a trusted partner for both business and IT teams, you will:

• Service management:
  • Ensure the stability, continuity and quality of business-critical applications.
  • Coordinate incident and problem management activities from identification through resolution.
  • Monitor service performance and continuously improve user satisfaction.
  • Manage user access, security requirements and compliance processes.
  • Act as a central point of contact for business stakeholders and vendors.
• Functional analysis & process improvement:
  • Analyze business needs and translate them into functional requirements.
  • MAP, model and optimize business processes using BPMN.
  • Identify opportunities to improve efficiency, automation and user experience.
  • Support application enhancements, upgrades and transformation initiatives.
  • Contribute to decision-making by providing functional expertise and recommendations.
• Stakeholder & vendor management:
  • Work closely with Finance, HR, IT and external suppliers.
  • Coordinate multiple stakeholders and ensure effective communication.
  • Follow up on contracts, licenses, budgets and deliverables.
  • Maintain governance, documentation and knowledge management practices.

What we're looking for

• Must-have:
  • 5+ years of experience in IT Service Management, Application Management or Functional Analysis.
  • Strong knowledge of Incident & Problem Management.
  • Experience with BPMN and business process analysis.
  • Familiarity with ITIL principles and service-oriented environments
  • Fluency in French, Dutch and English.
  • Good understanding of business applications and stakeholder management.
• Nice-to-have:
  • Experience with Finance, Accounting or ERP applications.
  • Experience with HR or Payroll systems.
  • Knowledge of accounting processes.
  • Experience in large or complex organizations.
  • Previous exposure to public sector environments.