We are looking for a seasoned consultant to support the definition, optimization, and implementation of Service Request and Incident Management processes. You will work closely with IT operations teams to enhance service delivery, streamline workflows, and ensure alignment with industry best practices such as ITIL.
Your responsibilities
- Define and document end-to-end workflows for service requests and incident handling.
- Collaborate with service delivery managers and engineers to align processes with operational needs.
- Design and optimize Smart IT forms and questionnaires for self-service support.
- Identify automation opportunities and integrate with ITSM tools (e.g., BMC Remedy).
- Conduct business analysis and translate requirements into functional specifications.
- Participate in Agile sprint planning, execution, and review cycles.
- Provide training and knowledge transfer to internal teams.
- Continuously improve processes based on user feedback and performance metrics.
Your profile
- 10+ years of experience with ITSM platforms (e.g., BMC Remedy, ServiceNow).
- 5+ years working in Agile/Scrum environments.
- Strong understanding of ITSM engine logic, workflows, and form design.
- Experience designing Smart IT forms and questionnaires.
- Advanced proficiency in Microsoft Excel and SharePoint.
- Familiarity with scripting languages (e.g., JavaScript) is a plus.
- Strong analytical and documentation skills.
- Excellent communication in English (written and spoken).
- Professional, reliable, and detail-oriented.
- Valid security clearance at Secret level (mandatory).
- Willingness to work on-site full-time in Braine-l'Alleud.
Why join ABAKUS IT-solutions?
- Work on a high-visibility, long-term international project.
- Join a dynamic and collaborative team of IT professionals.
- Contribute to impactful digital transformation initiatives.
- Enjoy a structured Agile environment with clear deliverables.
- Competitive compensation and travel reimbursement.
Ready to take your ITSM expertise to the next level? Apply today and be part of a mission that matters !
