We are looking for an IT Service Management Process Specialist who is willing to relocate to join our Client’s team in Brussels, Belgium.
Eligibility :
* Candidate must currently reside in the EU.
* Portuguese Citizenship is mandatory.
* Completed Bachelor or Master degree is mandatory.
* Candidate must be prepared to obtain EU Clearance after accepting the job offer.
Key Responsibilities :
Service Request Process Definition :
* Define the lifecycle for handling service requests, from submission to resolution.
* Categorize, prioritize, and classify requests by aligning with ITIL and industry best practices while considering specific Purchaser requirements.
* Integrate processes with existing IT systems for seamless request intake and fulfillment.
* Develop workflows for routine service requests (e.G., hardware / software).
* Align with supported IT services by collaborating with Purchaser’s stakeholders (e.G., Service Delivery Managers).
* Work with Service Engineers to ensure self-service forms are comprehensive for effective resolution.
Incident Management Process Definition :
* Design processes for swift incident detection, classification, prioritization, and resolution.
* Define escalation frameworks and communication strategies for affected users.
* Align incident management with IT services through coordination with Purchaser’s Service Delivery Managers.
* Partner with Service Engineers to optimize self-service incident forms.
Process Documentation and SOPs / SOIs :
* Deliver comprehensive documentation of processes, workflows, SOPs, and SOIs for Service Requests and Incident Management.
* Provide the Service Request Definition Model (SRDM) as per Purchaser standards.
* Manage underlying services provided by other Business Areas (BAs) within the NDWC’s scope.
ITSM Tools & Automation :
* Assess and advise on integrating processes with existing IT Service Management (ITSM) tools.
* Identify and propose automation opportunities for repetitive tasks, notifications, and escalations.
Business Requirements Analysis :
* Collaborate with stakeholders to gather and analyze business needs.
* Translate requirements into structured, functional specifications for form designs.
Continuous Improvement & Maintenance :
* Monitor, review, and propose process improvements post-rollout.
* Regularly update forms for efficiency and compliance with evolving NATO standards.
User Feedback & Experience Enhancement :
* Collect and analyze user feedback to understand pain points and opportunities.
* Implement process enhancements for better user experience.
Required Qualifications :
* Proven expertise in managing IT Service Management processes, ideally with ITIL knowledge.
* Experience in designing and documenting service request and incident process workflows.
* Proficiency in ITSM tools and automation concepts.
* Strong understanding of Service Request and Incident Management frameworks and best practices.
* PC literacy and ability to use Purchaser Information Technology Service Management (ITSM) ticketing systems.
* Fluent in English (written and spoken).
* Excellent communication skills to liaise between technical teams, stakeholders, and end-users.
Why Join Us?
* Employment :
Indefinite Contract from the start.
* Relocation Support :
Great relocation package.
* Health Insurance :
2 days on-site, 3 days remote.
Access to a Udemy Business subscription with thousands of workshops and courses.
* Team Culture :
Collaborative and innovative work environment.
If you meet the above criteria and are ready for an exciting opportunity in a dynamic environment, submit your CV!
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