Our client is looking for a Software Solution Specialist for Service Management Tools.
The Users Support product is part of the Digital Enhancement product line. It is dedicated to providing seamless support experiences for all group staff members and partners. The team’s primary mission is to deliver robust, user-friendly tools which empower other products and teams within the company to deliver great support services.
Currently, the main tool in the product scope is the service portal (currently using Ivanti Service Manager), where Group staff members can submit their requests, and support agents handle and resolve the tickets. As we aim to continuously enhance our current support tools and possibly expand our scope, we’re looking for a new Software Solution Specialist to join the team.
Main tasks:
- Implementation/development of functional and technical customer requirements through configuration or scripting in the user support tools (currently Ivanti),
- Ensuring operation and software maintenance together with the product team,
- Advise key users on IT service management issues and best practices when using the tool,
- Supporting the training of end users,
- Participate in testing activities of new developments and configurations within the team and with users,
- Initiating and participating in further developments and improvements of the software,
- Ongoing support with the integration of the software into the application and system landscape of the Group.
Requirements:
- University degree in business informatics, computer science or comparable
- At least 3 years of experience with and up-to-date knowledge of service management tools (preferably Ivanti Service Manager)
- Knowledge of ITIL-based service management
- Sound experience in planning, development, operation and further development of applications or software systems (standard or customized software)
- Good understanding of agile methods
Not a must, but an advantage:
- Knowledge of similar service management tools such as Service Now or Zendesk
- Experience with MS SQL, Java Script, SOAP and REST API
- Experience in IT operations management
Languages:
- English
- Good level of Dutch and/or French and English is required.
Additional information:
- Location: Schaerbeek (Dockx).
