Sr. Support Engineer

Service Now  - Administrator / Senior Support EngineerSquad

• You will work in the ServiceNow squad as Support Engineer within the Tribe Customer Servicing & Efficiency. The squad is working in an agile way.
• You will work in the central building in Brussels, next to the central station. Homeworking is 50%.

Mission Context

• Support and guide the team through the different processes.  
• Monitoring of the instances.
• Execute maintenance/run tasks (small changes/ LCM / License mngt …)
• ITIL framework knowledge:
  
• Incident management - Second/third line incident management (analyze /alignment / small changes / communication / follow-up…)
• Problem Management
• Asset Management
• Change Management
• Release management: prepare and follow-up releases (runbook preparation and validation, presentation in Change advisory board).
• Process optimization: experience in optimizing workflows, reducing bottlenecks, and automating repetitive tasks.
• Data analysis: understanding of report creation, dashboard management.
• Agile or scrum methodologies.

• Service Now Certified (Admin Course)
• Certified Implementation Specialist or other related certification (nice to have)
• Cloud knowledge (nice to have)
• Monitoring and performance optimization: experience with Service Now instance health checks, performance monitoring and system upgrades.

Soft skills

• Strong team spirit
• Autonomous approach
• Pro-active attitude
• Clear communication
• Cross-functional collaboration: ability to work closely with developers, product owners, and business stakeholders in a complex environment.
• Stakeholder communication: strong communication skills to translate technical issues into business terms and vice versa.
• Project Management knowledge
• Comfortable with identifying and addressing issues and impediments proactively.
• Focused on tackling challenges and finding effective solutions.
• Dutch plus point
• French Plus point
• English Mandatory