ITSM (Ivanti) Software Solution Specialist Opportunity

Practical Details:

• Start Date: 15/03/2025
• End Date: 31/03/2026 (with possible extension)
• Regime: Full-time
• Location: Brussels (2 days per week on-site average)
• Application Deadline: 24/02/2025 (interviews may be scheduled before this date)

Job Description:

The Users Support product is part of the Digital Enhancement product line. The primary mission of the team is to deliver robust, user-friendly tools that empower other products and teams, such as the IT Helpdesk, to deliver excellent support services. The team provides second-level support for the Service Management tools. The main tool currently in use is the service portal (Ivanti Service Manager), where staff members can submit requests, and support agents handle and resolve tickets. As we aim to continuously enhance our current support tools and possibly expand our scope, we are looking for a new Software Solution Specialist to join the team.

Tasks:

• Implement and develop functional and technical customer requirements through configuration or scripting in the user support tools (currently Ivanti).
• Ensure operation and software maintenance together with the product team.
• Advise key users on IT service management issues and best practices when using the tool.
• Support the training of end users.
• Participate in testing activities of new developments and configurations within the team and with users.
• Initiate and participate in further developments and improvements of the software.
• Provide ongoing support with the integration of the software into the application and system landscape.

Requirements:

• At least 3 years of experience with and up-to-date knowledge of service management tools (preferably Ivanti Service Manager).
• Knowledge of ITIL-based service management.
• Sound experience in planning, development, operation, and further development of applications or software systems (standard or customized software).
• Good understanding of agile methods.
• Advantageous: Knowledge of similar service management tools such as Service Now or Zendesk.
• Experience with MS SQL, JavaScript, SOAP, and REST API.
• Experience in IT operations management.
• Languages: Proficiency in English. A good level of Dutch and/or French and/or German is a plus.