ServiceNow Knowledge

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Brussels, Belgique V-IT Cronos Temps plein

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The ServiceNow Knowledge & Quality Officer operates within the GEMS IS Helpdesk, supporting a demanding and evolving IT environment. The role helps ensure high-quality support, effective knowledge sharing and user satisfaction, while continuously improving ServiceNow and Helpdesk processes based on operational needs, agent feedback and service performance. In this versatile role, you will drive different topics, mainly related to Knowledge Management, Operational Quality and User Satisfaction, reporting directly to the Head of Helpdesk and Workplace Services.

Responsibilities

Knowledge Management

Own and maintain the ServiceNow Knowledge Base for the GEMS IS Helpdesk.
Create, review and improve knowledge articles, troubleshooting guides and procedures.
Ensure documentation is clear, consistent, accurate and adapted to its target audience.
Identify knowledge gaps based on recurring incidents, requests and technician feedback.
Coordinate the lifecycle of knowledge articles, from creation and review to retirement.
Promote knowledge sharing and reuse within the GEMS IS Helpdesk.

Quality & Continuous Improvement

Perform quality reviews of incidents and service requests.
Monitor ticket quality, documentation and adherence to GEMS IS Helpdesk processes.
Coach technicians through constructive feedback and best-practice sharing.
Analyse user feedback and contribute to improving user satisfaction.
Track and report on Knowledge and Quality activities and KPIs.

ServiceNow

Follow up on ServiceNow evolutions and internal developments related to our scope.
Proactively identify and propose ServiceNow evolutions to improve operational efficiency, address agents' needs and adapt Helpdesk processes.
Participate in weekly follow-up meetings with the ServiceNow development team.
Track progress on User Stories.
Test new developments and validate that they meet requirements.
Translate needs and issues into clear User Stories.
Drive adoption of new ServiceNow features and developments within the team.

Skills

Experience with ServiceNow.
Strong technical writing and documentation skills.
Good understanding of Incident and Request Management.
Familiarity with ITIL principles.
Strong analytical and problem-solving skills.
Excellent attention to detail.
Able to transform technical information into clear, structured and user-friendly content.
Comfortable providing constructive feedback and working with technical teams.
Proactive, organised and focused on continuous improvement.
Good written and verbal communication skills.