Are you an IT Service Management Expert with 7+ years of experience in ITSM processes and Problem Management? Apply now for a long-term contract opportunity with a leading client in Charleroi, Belgium.
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Requirements:
* 7+ years of experience in IT Service Management (ITSM), with proven success in managing Major Incidents (MIM), RCA, and PIR.
* Expert knowledge of Incident, Problem, and Change Management practices within complex environments.
* Proven track record of developing a Problem Management practice from low maturity, including KEDB/KCS implementation and RCA tooling (5Why, Ishikawa, Pareto).
* Strong expertise in orchestrating Change Management, including CAB/eCAB animation and risk assessment.
* Proficiency in ITSM tools (such as ServiceNow, Jira Service Management, or 4me) and observability concepts (logs, metrics, traces).
* ITIL4 Foundation certification.
* Expertise in defining and implementing KPIs, OKRs, and operational reporting for ITSM processes.
* Ability to participate in an on-call rotation for Incident Management (evenings, nights, and weekends).
* ITIL Managing Professional certification (Desirable).
* Language(s): French (Fluent), English (fluent)
Job description:
* Supervise end-to-end Incident Management, ensuring quality of tickets and adherence to OLAs/SLAs across multi-provider teams.
* Manage Major Incidents (MIM) by opening bridges within 15 minutes, structuring roles, and leadings communications and Post-Implementation Reviews (PIR) within 72 hours.
* Formalise and deploy the Problem Management process, including defining workflows, RACI matrices, and \"Definition of Ready/Done\".
* Establish and maintain the Known Error Database (KEDB) and promote Knowledge-Centered Service (KCS) across the Service Desk and resolution groups.
* Facilitate Problem Management rituals, including weekly triage and monthly reviews, while maintaining a prioritised backlog.
* Orchestrate Change Management activities, assessing risks and dependencies for standard/normal/emergency changes and managing the CAB/eCAB.
* Co-develop and implement ITSM dashboards and reporting suites to track process performance and data quality.
* Propose and implement automations within the ITSM tool to optimise workflows, such as automatic bridge creation or Incident-to-Change linking.
* Provide expert consultancy and pair-to-pair coaching to technical teams on RCA methodologies and quality documentation. xphnsxz
* Participate in the Incident Management on-call rotation to ensure rapid response and coordination for Priority 1 and 2 alerts.