Empresa:

Hexa Consulting

Descrição da Função

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: Comprehensive coverage for your well-being.
• Hybrid Work Model: 2 days on-site, 3 days remote.
• Continuous Learning: 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!

Observações

Not Specified (Portugal)