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Service management Support Engineer

Il y a 2 mois

Laakdal, Belgique Stefanini NV Temps plein
The right choice for your career

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987.

Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.
We work with over 500 companies across financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities. That includes 300 multinational companies. In fact, right now we have over 25,000 professionals around the world making business more agile, flexible, responsive and innovative: our core values.
Job requirements:
  • Look at opportunities to automate recurring tasks and Nipp monitors to reduce workload and improve resolution time.
  • Look at processes and tools with a critical eye, identify possible improvements and work out a proposal. Think out of the box 1 improvement per Q
  • Pro-actively look for and communicate about ways to avoid incidents from occurring (RCA/Tooling/Business processes) and actions that will lead to productivity and efficiency improvement in general.
  • Provide best possible service and aim for added value to support our customer's business growth.
  • Create tickets for all issues you work on. Ensure all tickets contain necessary and qualitative information and, if applicable, are routed to the correct teams.
  • Conduct daily incident lifecycle checks and actively drive incidents/problems to fast resolution.
  • Use ServiceNow as the lead tool and ITIL best practices
  • Follow correct procedures to log critical issues in line with Sox policies.
  • You are responsible for the knowledge you gather. Work actively on increasing your knowledge seeking out opportunities to undertake learnings, expanding your network and improve your existing skills.
  • Meet deadlines, doing a thorough and accurate job, completing your best work consistently with the right attitude.
  • Distribute PS focus equally on incidents / problem / problem tasks / test-issues in a qualitative way making sure to follow correct procedures.
  • Get familiar with our knowledge DB (confluence), use it and extend it by adding clear, relevant information. Contribute in keeping it up to date.
  • Create and maintain constructive relationships with business partners and other teams and actively pursue open and honest communication with them.
  • Understand the business challenges and form a partnership to achieve the same goals.
  • Right focus on testing issues. Testing is crucial to help the business grow and investigating testing issues boosts your knowledge.
  • When needed, help to support projects either dedicated or ad-hoc.

  • Experience with process improvement and automation in an IT environment.
  • Understanding of ITIL frameworks and best practices for service management.
  • Ability to create and manage tickets with qualitative information and follow-up processes.
  • Knowledge of ServiceNow as a primary tool for incident and service management.
  • Fluent in Dutch & English language (written and spoken)
  • Familiarity with knowledge bases, such as Confluence, and willingness to contribute to and maintain them.
  • Strong analytical skills to identify process improvements and conduct root cause analysis (RCA).
  • Ability to think outside the box and propose innovative solutions for improving workflows.
  • A proactive approach to seeking out learning opportunities and expanding one's knowledge base.

  • Competitive salary and benefits package, including Meal Vouchers, Ecocheques;
  • Company car and fuel card;
  • Hospitalization and group insurance;
  • Extra vacation days;
  • Opportunities to learn and develop: training programs;
  • Personalized career path within the organization;
  • Exposure to an international environment as part of a multicultural team spread across Europe.

Service Management, Business Growth, ITIL Process, Open and Honest, Root Cause Analysis, Innovation, Communication, Management Support, ServiceNow, SOX, Frameworks, Business, Monitors, Confluence, Projects, Productivity, Process Development, Policy, Incident, Root Cause Analysis, Proactivity, Communication, Dutch Language, VOS, Networks, Meet Deadlines, Best Practices, Knowledge base, Tooling, Service, Checks, Testing, Business Process, Automation