Required skills
Job description
This contract role will own and improve the ServiceNow Knowledge Base for the GEMS IS Helpdesk, while supporting ticket quality, service improvement and adoption of ServiceNow changes. The key requirements are ServiceNow experience, ITSM and ITIL knowledge, strong technical writing, knowledge management, quality reviews, and the ability to turn operational n
Project overview
This contract role will own and improve the ServiceNow Knowledge Base for the GEMS IS Helpdesk, while supporting ticket quality, service improvement and adoption of ServiceNow changes. The key requirements are ServiceNow experience, ITSM and ITIL knowledge, strong technical writing, knowledge management, quality reviews, and the ability to turn operational needs into user stories and test scenarios. Professional English and French are required; Dutch is a significant asset, and familiarity with HTML/CSS and Microsoft Copilot or ServiceNow AI capabilities is also requested.
The overall experience band is 5–8 years, with several named specialist skills specified at 3–5 years. The role is based in Brussels and is a contract; the work mode is not specified.
Responsibilities
- Language: English + French and proficiency in Dutch is a significant asset
- 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.
- 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.
- Proactively identify and propose ServiceNow evolutions to improve operational
Requirements
- ServiceNow
- Knowledge management and Knowledge Base lifecycle in an ITSM context
- IT service management, including Incident and Request Management
- ITIL principles
- Technical writing and documentation
- Quality management and continuous improvement, including ticket reviews and KPI reporting
- User story definition, test scenarios and functional testing
- Professional English
- Professional French
- Good understanding of HTML/CSS
- Comfort using AI/LLM tools, particularly Microsoft Copilot or ServiceNow AI capabilities
- Analytical and problem-solving skills
- Communication and constructive coaching skills
Project details
- Start: flexible
- Remote: hybrid
- Location: Belgium, BE
Indexed by 9am's meta-search. You are a job provider? Claim or manage this listing
Found on ubique-systems.com