Senior Itsm Consultant

il y a 1 mois

Mons, Belgique Vector Synergy Temps plein

**Location**:
Mons, Belgium
**Security Clearance**:
NATO Secret
**Introduction**:
Senior ITSM Consultant is a pivotal role, core to stabilizing and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships at all levels within the operations and delivery group is a key part of this role as it is creating an outstanding customer experience.
**Skills, knowledge, experience required**:

- A Honours Degree and/or significant commercial experience with BMC products;
- Understanding of:

- Operating systems, databases, TCP/IP and network communications;
- Outstanding customer service skills;
- Excellent written, verbal and telephone communication abilities;
- Strong interpersonal skills with the ability to interact with personnel in multiple business roles;
- Self-motivated and taking the initiative;
- Ability to:

- Prioritize workload and complete tasks within an agreed timescale;
- Work under pressure;
- Work independently;
- Read and speak in English.

**Desirable**:

- Technical skills in Microsoft and Linux Server, as well in Kubernetes and Docker or other related tools.

**Duties/role**:

- Assessing Incidents received into the support queue, assigning according to the assignment matrix, and responding to customers within the response SLA;
- Managing Incidents to resolution, ensuring that the customer is kept up-to-date with their actions;
- Submitting tickets to BMC in the correct format and facilitating all calls/web meetings between BMC and the customer;
- Ensuring customer satisfaction;
- Recognizing the workload of the rest of the team and proactively assisting with prioritization and technical suggestions to ensure Incidents are dealt with in the most effective manner;
- Working on P1 issues independently or with Service Delivery Managers offering expertise on a technical bridge;
- Mentoring Juniors;
- Performing medium-sized changes and developments for Managed Service customers;
- Using the Salesforce for time recording;
- Handling special projects with no degradation of ongoing assignments and responsibilities;
- Working out of hours where necessary;
- Providing 24x7 support for customers on a rotational basis.

**Additional information**:
If you are interested, please reach out to this offer’s point of contact for further information.
VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

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