Description
In order to be accepted, the proposed application must fully meet the following minimum requirements:
- The applicant must have the minimum skills and experience required (roles/skills/languages) ;
- The NDA (Non-Disclosure Agreement) annexed to this application must be completed and signed by the applicant him/herself.
Full Time
As a division of Fednot, the service unit ICT develops state of the art solutions to help the notaries in their daily activities. We build solutions, platforms and e-portals, to help the notaries and their employees serve the citizen and to simplify interactions between notaries, their clients and public services. The automation and administrative simplification of the notaries’ workflow is key to succeeding in this endeavor. What makes us unique are the notaries’ profession and its legal context that make for constant and complex challenges we face every day. And aspects of data privacy, information integrity and security, make it even more challenging. Do you have a passion for what you do, do you go for commitment, think and act in a flexible way, and want to contribute to the success of our organization? Then this could be your next step.
Experienced Service Management Officer
Are you ready to shape the future of service management? Join us as an Experienced Service Management Officer and play a pivotal role in ensuring top-notch IT service levels and customer satisfaction!
Ready to dive in? What are your Key Responsibilities:
- Propose and Maintain Service Levels: Develop and propose IT service levels (SLs) and key performance indicators (KPIs), consolidating inputs from architecture and product teams. Continuously assess the relevance of SLs and suggest improvements or adjustments as needed.
- Customer Engagement: Conduct regular IT SL reviews with notary institutions, providers/suppliers, partners, and other stakeholders to ensure alignment and satisfaction. Serve as a primary contact point for major incidents or problems, ensuring clear communication and resolution.
- Process Optimization: Contribute to the implementation and continuous improvement of ITIL processes, including problem management, event management, change management, service catalog management, incident management, and asset management.
- Change Advisory Board (CAB) Participation: Participate in the Change Advisory Board to review and assess the priority of changes, ensuring that service levels are considered in change preparation and release.
- Resource Coaching: Provide coaching and support to Fednot employees involved in service management processes, fostering a culture of excellence and continuous improvement.
What are your Key Relationships:
- Internal: Collaborate with 1st lines, Level 3 support, product management, service management, and other Fednot strategic units.
- External: Engage with level 3 support, service management of suppliers, government partners, notary IT providers, and notaries.
And what about your Required Skills and Qualifications:
- Master’s degree or equivalent experience.
- Certification in ITIL, Kepner & Tregoe, or equivalent root cause analysis methodology.
- Proficiency in UML, BPMN, and IT service management tools.
- Exceptional communication, negotiation, and leadership skills.
- Strong problem-solving and analytical abilities.
- Minimum of 2 years of professional experience in an IT-related domain.
- Language Proficiency:
- Native French or Dutch with strong passive knowledge of the second language, along with proficient working English skills.
What can we offer you:
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- Opportunity to make a significant impact on IT service delivery and customer satisfaction.
- Collaborative and dynamic work environment with room for growth and innovation.
- Competitive salary and benefits package.
- Ready to take your career to the next level? Apply now and be part of our mission to deliver exceptional IT services!
Where are you going to work?
Brussels at Fednot premises ( fixed working days: 2d/week) and Homeworking (3d/week)
Timing
- Start date: 02/09/2024
- End date: 31/12/2024 (can be renewed)
- Interview process: 2 rounds
- 1st round of 1 hour with HR (via Teams) – Please note that only the presence of the candidate is accepted
- 2nd round of 1 hour for a more technical interview with the N+1 and the N+2 (interview onsite) –Please note that only the presence of the candidate is accepted
ProUnity is the single point of contact for this assignment.
If you have any questions, you may contact Charlotte Dejonckheere, Client Satisfaction Manager, per emailcharlotte.dejonckheere@pro-unity.com.