Incident Management and User Experience Specialist

il y a 1 semaine

Brussels, Belgique Proximus Group Temps plein

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

As "Incident Management and User Experience Specialist" within the DTI/ICX division, your role is to manage generic IT incident and problem management tasks for the CWS community, as well as driving actions to improve the user experience.

In the context of incident management, your tasks consist of handling of P1/P2 incident notifications, business impact analysis, communication with users, ensuring communication with management and follow-up of BCIS / PERT incidents with DTI&NBU departments.

Specifically:

- You handle notifications coming from the NOC during working; You supervise the incident dashboard and make sure P1/P2 incidents are handled according to their severity. You also take part in the on-call rota organized outside working hours and at weekends to manage communication to the partners and relations with management.
- In the event of major incidents, you will ensure communication with CWS and DTI management. You participate in the PERT management group.
- In the event of major incidents and crises, you will participate in crisis management.
- You will take the lead in improving incident management procedures, assessing the impact, and automating these procedures.

As part of problem management, you supervise the review of incidents with DTI and NBU Services:

- You organize the consolidation of the previous week's incident list. You validate the impact for the different user communities.
- You represent the team at weekly meetings.
- You challenge the causes of incidents communicated by the IT teams and ensure that the right measures are taken to avoid this type of incident structurally or to reduce the impact on users.
- You supervise the follow-up of these action points with the other team members and the DTI problem manager.

As part of the ICX (IT Customer Experience) initiative to improve the user experience of the CWS user community, you will be responsible for the following tasks:

- You will supervise the user community.
- You supervise the actions taken to prioritize and resolve the Key Annoyances.

You participate in quality management:

- You define KPIs and report to management.

In this way, you contribute to improving efficiency within our company and to the satisfaction of our users.

With your expertise, you support your manager in the overall incident management activities and the improvement of the user experience within Proximus.

Profile
- A good knowledge of the Proximus organization and an understanding of the Proximus business model and the vision behind the project(s) are required. You maintain a network of relevant contacts.
- You work independently, you know how to prioritize and take responsibility. Problem solving and project completion require good judgment and innovative/creative thinking.
- You are stress-resistant, tidy, accurate, results-oriented and able to meet deadlines.
- You are customer-oriented and have a positive attitude in all situations. You communicate clearly and precisely.
- You have advanced presentation skills (management presentation/Exco).
- You are adaptable with a positive attitude to change.
- Knowledge of languages: N/F/E

What do we offer you?

Naturally we have a competitive salary package for you. But there is so much more
- We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like
- We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
- We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
- We are, of course, committed to sustainability. What else did you think?
- We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus)
- We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
- We put our customers first. And because we are all customers somewhere, you already know what that means. That’s good.
- And the ever-important work-life balance? We keep it in the right place.

In a nutshellWe offer you a job full of opportunities to grow and learn, a job that will push you forward, as you shape the digital future with us. And in doing so, you might achieve more than you thought possible. Are you a professional who thinks like this? Someone who sees solutions where others only see obstacles. Then you are a talent that can still grow with us. Every day.

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