Track and resolve user service requests using ServiceNow and JIRA, providing timely updates and ensuring resolution in line with agreed operational level agreements (OLAs) to maintain user satisfaction and service reliability.
Log, categorise, and escalate software defects to the appropriate teams, ensuring full traceability and resolution tracking to maintain system reliability and user satisfaction.
Document knowledge, known issues and transfer this knowledge to colleagues.
Categorise and prioritise incoming tickets across multiple intake channels (forms and email), applying consistent triage rules for impact, urgency, and escalation to ensure timely resolution and service continuity. Obtain agreement from management for all Critical and High-priority tickets.
Adhere to ticket response time targets and ensure complete ticket hygiene including impact/urgency/category, work notes, and resolution codes.
Minimum 2 years of experience in end user assistance and support of information systems, including financial systems.
Minimum 2 years of experience of ITIL practices such as Incident Management, Knowledge Management, and Problem Management.
Minimum 2 years of experience in using ITSM tools, e.g., ServiceNow, Jira Service Management.
Minimum 2 years of experience of ERP systems, including SAP.
Minimum 1 year of experience of using wiki, collaborative sites and social networks.
Minimum 3 years of experience of the office automation tools, including MS-Office.
Excellent communication / writing skills in English.
Capability of integration in an international/multi-cultural environment, rapid selfstarting capability and experience in working in team.
Ability to participate in multi-lingual meetings.
Level: Senior
Delivery mode: Near Site (Brussels)
Deadline 23/11/26
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