Service Manager and Functional Analyst Consultant

Keystone Solutions; Brussel Hoofdstad; Sur place; EUR 60 000 - 85 000; Plein temps

Résumé du poste

Keystone Solutions is seeking a consultant for a client project in ICT services, focusing on service management and functional analysis of business applications, particularly in financial and HR domains.

You will collaborate with Budget & Finance, HR, ICT and suppliers, ensuring service continuity, handling incidents and changes, modeling processes (BPMN) and supporting evolution or replacement of critical applications.

Qualifications

• 5+ years in IT service management (ITIL) and incident/problem management.
• Experience in business process analysis and BPMN modeling.
• Trilingual: French, Dutch, English.
• Basic knowledge of general accounting.

Responsabilités

• Ensure continuity and quality of service for users.
• Manage incident and request handling with tracking, escalation, and user communication.
• Conduct problem management and implement corrective actions.
• Manage user access in compliance with security rules and GDPR.
• Engage with suppliers to monitor services and budgets.
• Model and document business processes; propose improvements.
• Provide analytical and functional support for evolution or replacement of applications.
• Coordinate stakeholders and govern change requests and documentation.
• Ensure reporting and contribute to continuous service improvement.

Connaissances

Analyse de processus

Business Process Modelling Notation (B

Incident & Problem Management

Iptor

IT Service Management

ITIL

Notions comptabilité générale

Outils

Iptor

Description du poste

Mission Overview:

Keystone Solutions is seeking a consultant for a client project in the ICT service sector, focusing on service management and functional analysis of business applications, particularly in financial management and HR management.

The consultant will work closely with business teams (Budget & Finance, HR, etc.), ICT, and suppliers. The responsibilities will be carried out under Keystone Solutions' consultancy model and will include, but are not limited to, the following activities:

• Ensuring continuity and quality of service to users;
• Managing incident and request handling: tracking, escalation, and communication with users;
• Conducting problem management: analyzing the causes of recurring issues and proposing corrective actions (procedures, training, improvements, etc.);
• Managing user access and rights, in compliance with security rules and GDPR;
• Managing relationships with suppliers, including monitoring services, licenses, and budget;
• Analyzing, modeling (BPMN), and documenting business processes related to these applications, and formulating improvement recommendations;
• Providing analytical and functional support in the evolution or replacement of the relevant applications;
• Coordinating stakeholders and ensuring good governance of the service (documentation, knowledge base, change requests, etc.);
• Ensuring reporting and contributing to the continuous improvement of the service.

Evaluation Criteria:

Required: at least 5+ years of relevant experience in IT service management (ITIL, incident and problem management), experience in business process analysis and modeling (BPMN), trilingual in French/Dutch/English, and basic knowledge of general accounting.

Assets: proficiency in Iptor or EasyPay, knowledge of HR management and payroll, experience in the public sector.

As a consultant at Keystone Solutions, you will engage in dynamic projects that offer diverse challenges across various client environments, turbo-charging your learning and professional development. We are committed to your career growth within our framework, and being a "K-Stone" means bringing our core values to every engagement.

Duration: As soon as possible - 31/12/2027 15 months (full time)

Skills required:

• Analyse de processus - Level: Confirmed - Most recent: Any time
• Business Process Modelling Notation (BPMN) - Level: Confirmed - Most recent: Any time
• Incident & Problem Management - Level: Confirmed - Most recent: Any time
• Iptor (Logiciel de comptabilité) - Level: Nice to have - Most recent: Any time
• IT Service Management - Level: Confirmed - Most recent: Any time
• ITIL - Level: Confirmed - Most recent: Any time
• Notions comptabilité générale - Level: Confirmed - Most recent: Any time

Language requirements:

Dutch
Level Active knowledge
English
Level Active knowledge
French
Level Active knowledge