At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for an User Experience Specialist – IT Support Operations to join our UniQue team in Belgium!
What will you be bringing to the team?
* Champion a culture of user-centered design in IT support operations.
* Monitor user feedback channels (e.g., surveys, portals, support comments).
* Collect and analyze qualitative and quantitative feedback on IT services.
* Engage with centralized service desk and escalate issues in coordination with ESOC management.
* Log, triage, and prioritize UX issues and insights.
* Recommend or prototype improvements to support processes or digital interfaces (e.g., service portals).
* Conduct or support user research activities including interviews, surveys, and focus groups.
* Facilitate regular UX review sessions with stakeholders.
* Prepare and present UX insight reports to internal teams and leadership.
* Collaborate with service desk and knowledge teams to improve self-service success rates.
* Identify automation opportunities and propose innovative solutions.
* Apply CSI methodologies to introduce measurable service improvements.
* Contribute to the documentation of lessons learned, design patterns, and best practices.
* Use metrics and KPIs to support user satisfaction tracking and reporting.
* Perform additional duties as assigned.
Requirements
What do you need to succeed in this position?
* A higher vocational training in a relevant discipline with 2 years of post-related experience, OR Secondary education with 4 years of post-related experience.
* Demonstrated experience in:
o UX principles: usability, accessibility, and journey mapping.
o Collecting and analyzing user feedback and interpreting insights.
o Facilitating feedback loops and prioritizing UX needs.
o Analytics interpretation and behavior tracking.
o Advising on IT support interfaces (e.g., service portals).
* Familiarity with ITSM tools (e.g., BMC Remedy, ServiceNow, or similar).
* Knowledge of ITIL-based service management, especially incident, request, and knowledge processes.
* Experience conducting user journey mapping and usability assessments.
* Experience supporting pilot projects (e.g., A/B testing) would be an asset
* Strong skills in analytics, problem-solving, and stakeholder management
* Time management skills with the ability to manage multiple priorities
* Experience building knowledge services and reporting capabilities
* Exposure to CSI frameworks and methodologies (e.g., PDCA/Deming Cycle) would be an asset
* Experience working in international, military, or multicultural environments.
* An active NATO security Clearance at the time of application is mandatory
At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation, or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.