Expert ITSM
As part of its activities, the organization is seeking an External ITSM Specialist – Expert Consultant (Incident • Problem • Change).
The assignment is full-time for a duration of 6 to 12 months, renewable.
Part of the assignment may, in agreement with the manager, be performed remotely, but a presence at the Gosselies site of at least 2 days per week is expected. On-call Incident Management (IM) is included in the scope (participation in rotations according to schedule).

Mission Context

Within the ITSM Center of Excellence and in a complex and dynamic environment, the organization aims to secure daily execution (Incident & Change) and accelerate the maturity of the Problem Management practice, which is currently at an embryonic stage.
The specialist works alongside the Operational ITSM Manager, without a managerial role, in an expert consultant capacity. Sensitive decisions are made within the existing governance (and, if necessary, with occasional approval from the Operational Process Manager). IM on-call duty is an integral part of the scope (rapid acknowledgment, bridge opening, coordination, communication, then PIR and actions).

Tasks:

After a period of familiarization with the principles and governance in place:

• Incident Management: supervise end-to-end management (identification, classification, prioritization, multi-team/vendor coordination), ensure ticket quality (CI, impact, cause, workaround), and compliance with OLAs/SLAs.
• Major Incident (MIM): upon activation, open the bridge within 15 minutes, structure roles, schedule communications at H+15/H+60 until resolution, then conduct a PIR within 72 hours with a traceable action plan.
• Problem Management – Practice Development (priority):
• Formalize the process (definitions, flows, criteria for transition Incident→Problem, Definition of Ready/Done, RACI),
• Deploy an RCA toolbox (A3, 5Why, Ishikawa, Pareto) and a standard PIR template,
• Set up and maintain the KEDB (Known Error Database) and promote KCS to the Service Desk and resolver groups,
• Establish rituals (weekly Problem triage, monthly Problem review) and the prioritized Problem backlog,
• Consolidate interfaces with Change (prerequisites, risks, post-implementation review) and Incident (automatic triggers, recurrence),
• Co-design Problem KPIs (e.g. % PIR <72h, aging backlog, top 5 recurrence) and associated reporting,
• Train/coach teams in pair to pair format on the RCA approach and Known Error documentation.
• Change Management: orchestrate standard/normal/emergency changes (risk assessment, dependencies, windows), detect conflicts, propose targeted freeze if necessary (with occasional approval), prepare and facilitate CAB/eCAB, require success criteria and backout plan, monitor success rates and post-implementation reviews.
• KPI & reporting (co-construction): co-develop with the team the KPI/OKR (definitions, thresholds, sources, calculation rules), set up/ensure reliability of dashboards (Incident/Problem/Change), and implement new reporting where relevant (after value/effort diagnosis and data availability/quality check).
• Continuous improvement & tooling: propose and implement automations in the ITSM tool (e.g. Incident→Change linking, auto creation of Problem on recurrence, automated MIM channel/bridge, communication templates), strengthen data quality, and facilitate rituals (daily/weekly/monthly).
• IM on-call (included): participate in the rota (evening/night/weekend/public holidays according to schedule), acknowledge <10min on Prio 1/Prio 2 alerts, open the bridge <15min, mobilize teams/vendors, coordinate until resolution, and produce artifacts (timeline, decisions, causes, actions).

Technical and functional skills:

• ITIL4 Foundation required; Managing Professional desired.
• 7–10 years of ITSM experience, proven success in MIM leadership (including on-call), RCA/PIR, CAB/eCAB facilitation.
• Has already developed a Problem Management practice (from an embryonic or low maturity state): process implementation, tooled PIR/RCA, KEDB/KCS, rituals and Problem KPIs.
• Mastery of an ITSM tool (ServiceNow/Jira Service Management/4me, …) and basic observability concepts (logs/metrics/traces).
• Ability to co-construct relevant KPIs with autonomous experts and deploy new reporting where value is demonstrated.
• Knowledge of SLAs/OLAs, Change risk & backout, data quality, and run governance.

Soft skills:

• Expert consultant posture, influential leadership (without hierarchical authority), and assertiveness.
• Excellent communication (oral/written), sense of urgency, pedagogy (pair to pair), and workshop facilitation (PIR/RCA, MIM table tops).
• Analytical mindset, data-driven orientation (impact-based prioritization), and team spirit working with autonomous experts.
• French C2 and English B2.