IT Process and User Support Officer

AXIANS EI; Brussels (IL); On-site; USD 52,000 - 81,000; Full time

Job summary

Axians is seeking an IT Process and User Support Officer in Belgium. You will improve regulatory and operational processes, enhance usability of IT platforms, and collaborate with business users, IT teams, and stakeholders to optimize digital workflows.

You will also draft SOPs, support user testing, develop dashboards, and contribute to continuous improvement of IT tools. The role offers exposure to European institutions projects and a multicultural environment.

Qualifications

• 3+ years of professional experience in similar roles or tasks.
• Experience supporting digital workflows, business processes, or IT-enabled operations.
• Strong organizational skills with the ability to manage multiple stakeholders and priorities.
• Excellent communication and user support skills.
• Proactive, service-oriented, and detail-minded approach to problem-solving.
• Interest in regulatory, public sector, or business process-driven environments.
• Interest in learning and adopting new IT tools and technologies.
• Ability to work effectively in a dynamic and multidisciplinary environment.

Responsibilities

• Identify opportunities to streamline, optimize, and automate the updating of process information across documents, tools, and platforms.
• Support users in the use of digital survey and collaboration tools, providing guidance and follow-up on user needs.
• Contribute to exploring potential AI applications in business processes and operations.
• Interface between stakeholders and technical teams for the development of dashboards and reporting solutions.
• Assist in drafting, preparing, reviewing, and updating SOPs for various workflows.
• Develop detailed workflow subtasks and ensure alignment with IT processes and system functionalities.
• Provide user support and coordinate user testing activities, including issue management and feedback collection.
• Monitor functional mailboxes and escalate requests as needed.
• Draft periodic reports on user requests, business needs, prioritization, and IT developments.
• Contribute to continuous improvement of business processes and digital tools supporting operations.

Skills

Business Process Improvement

User Support

Workflow Analysis

SOP Development

UAT & Issue Management

Dashboard Development

Requirements Gathering

Digital Tools Management

AI Awareness

Communication & Collaboration

Job description

Join Axians, where innovation thrives on trust and autonomy, and where every challenge is an opportunity to create technology with impact.

IT Process and User Support Officer (Belgium)

We are looking for an IT Process and User Support Officer to join our team in Belgium. In this role, you will support the implementation of regulatory and operational processes by improving the efficiency, usability, and user experience of business-critical IT platforms, with a particular focus on assessment and decision-making workflows. You will collaborate with business users, IT teams, and various stakeholders to optimize digital workflows, enhance user support services, and contribute to the continuous improvement of systems, tools, and operational procedures.

What You Will Do on a Daily Basis

• Identify opportunities to streamline, optimize, and automate the updating of process information across different documents, tools, and platforms.
• Support users in the use of digital survey and collaboration tools, providing guidance and follow-up on user needs.
• Contribute to ongoing reflection and exploratory initiatives regarding the potential use of Artificial Intelligence in business processes and operational activities.
• Act as an interface between stakeholders and technical teams for the development and enhancement of dashboards and reporting solutions.
• Support the drafting, preparation, review, and updating of Standard Operating Procedures (SOPs) for various workflows.
• Develop detailed workflow subtasks and ensure alignment with corresponding IT processes and system functionalities.
• Provide user support and coordinate user testing activities, including issue management, follow-up, and feedback collection.
• Monitor and manage functional mailboxes, ensuring timely handling of requests and appropriate escalation where necessary.
• Draft periodic reports on user requests, business needs, prioritization, and the development of IT functionalities.
• Contribute to the continuous improvement of business processes, user guidance materials, and digital tools supporting operational activities.

Your Key Skills

• Business Process Improvement and Optimization
• User Support and Stakeholder Management
• Workflow Analysis and Documentation
• Standard Operating Procedures (SOP) Development
• User Acceptance Testing (UAT) and Issue Management
• Dashboard Development and Reporting
• Requirements Gathering and Process Mapping
• Digital Tools and IT Platform Management
• Artificial Intelligence Awareness and Innovation
• Communication and Cross-Functional Collaboration

Your Main Qualifications

• At least 3 years of professional experience in similar roles or tasks.
• Experience supporting digital workflows, business processes, or IT-enabled operational activities.
• Strong organizational skills with the ability to manage multiple stakeholders and priorities.
• Excellent communication and user support skills.
• Proactive, service-oriented, and detail-minded approach to problem-solving.
• Interest in regulatory, public sector, or business process-driven environments.
• Interest in learning and adopting new IT tools and technologies.
• Ability to work effectively in a dynamic and multidisciplinary environment.

What We Offer

Multicultural Environment

You will work alongside professionals from all over the world, fostering a diverse and enriching workplace.

Diverse Projects

Engage in impactful projects with cutting-edge technological advancements facilitated by European Institutions.

Skill Development

Work in a knowledge-driven environment where you'll continually develop both technical and professional skills through exposure to complex projects.

Long-term Opportunities

Our partnerships with European Institutions offer stable, long-term roles where you can make a real difference on a European scale.

Contributing to European Initiatives

Make a meaningful impact on regional and global challenges.Axians is the VINCI Energies brand dedicated to Information Technology and Digital Transformation. With an international presence and a people-to-people approach, we combine technology, innovation, and proximity to create real impact for organizations and society.

Join Axians

At Axians, we believe that talent does not fit a single profile. We value diversity and promote an inclusive environment where everyone has the opportunity to grow and contribute. If you have a disability or impairment, we are committed to ensuring equal opportunities throughout the recruitment and onboarding process. Whenever needed, we provide reasonable accommodations so that you can participate on an equal basis. If you require any accommodation, please let us know by contacting us at [e-mail].