Service Desk Knowledge Management | Far site
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Location:
Mainly remote (with possible occasional on-site presence in Brussels) 🌍 Environment: European Institutions and international stakeholders. You will be responsable for:
• End-to-end management of the Service Desk knowledge base
• Creation and maintenance of articles on known errors, workarounds and resolution steps; drafting of internal procedures
• Knowledge harvesting from incidents and tickets together with analysts and developers
• Production of FAQs and troubleshooting guides for L1/L2 support; documentation of administration tools
• Management of the KB lifecycle, including audits, archiving, version control and continuous improvement. Minimum Requirements ✅ Must-Have
Requirements:
• EQF Level 7 qualification (Master’s degree or five years of higher education) and at least 5 years of professional IT experience; or University degree at EQF Level 6 (bachelor’s degree or three years of higher education) and at least 7 years of professional IT experience.
• English or French B2 level or higher.
• Relevant experience preparing incident-resolution and troubleshooting documentation. Required knowledge
• Expertise in collaborative and knowledge-management platforms: Confluence, SharePoint, or ITSM knowledge modules such as ServiceNow and incident management in Jira.
• Ability to understand and document administration tools, basic SQL concepts and API endpoints related to application support.
• Knowledge of HTML/CSS for web documentation and experience with screen recording to explain technical procedures.
• Ability to identify recurring patterns in support tickets and turn them into useful knowledge articles.
• Excellent written communication, autonomy, results orientation, analytical thinking, and experience working collaboratively in international and multicultural environments. 📩 If you meet the requirements and are looking for your next challenge in a European project environment, we would love to hear from you. The present job offer is drafted taking into account impartiality and non-discrimination on the grounds of gender, race, ideology, or any other reason. Especially, it takes into account the respect for the current regulations regarding gender equality between women and men (Royal Decree-Law 6/2019).
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