About Altia
Altia is a high-value digital transformation services company that has undertaken, changed, and reformulated international projects for nearly a thousand clients, leaders in their sectors, who have understood that their businesses can be revolutionized through digitalization. Over its 30 years of experience, it has proven to be a robust company with a future, a capacity for innovation, and adaptability.
Are you passionate about helping users get the most out of digital tools? Do you enjoy creating engaging training materials, delivering impactful learning experiences, and supporting users in an international environment?
We are looking for a Junior IT Support, Training and Documentation Officer to support information systems by coordinating support and user-assistance activities, service management, documentation and training.
Location: Far-site (Brussels)
Responsibilities
â˘Organisation and optimisation of support processes and knowledge bases
â˘Coordination of L1-L3 support teams
â˘Incident, request, problem and change management
â˘Monitoring of KPIs, SLAs and service trends
â˘Preparation of user documentation
â˘Delivery of training
â˘Onboarding and knowledge-transfer activities
â˘UAT, functional and regression testing
â˘Liaison between end users, business stakeholders, development teams and IT support teams
Minimum requirements
Required experience:
â˘University degree at EQF Level 6 (Bachelor's degree or at least three years of higher education)
â˘At least 2 years of professional IT experience
â˘At least 3 years of experience in end-user assistance or information-systems support
â˘At least 3 years of experience producing training materials and delivering training
â˘At least 3 years of ServiceNow experience
â˘At least 2 years of Jira experience
â˘Very good written and spoken English, CEFR C1 or higher. French is an asset
Required knowledge:
â˘IT support processes: L1/L2 support, ticket triage, escalation and incident handling
â˘ITIL v4 practices: Incident, Request Fulfilment, Problem and Change Management
â˘ITSM tools, especially ServiceNow and Jira Service Management; CMDB/CSDM knowledge is particularly relevant
â˘Collaboration and documentation platforms: Confluence, SharePoint and Microsoft Teams
â˘Service-quality and operational reporting, including KPI/SLA monitoring
â˘User documentation, training delivery, onboarding and knowledge transfer
â˘UAT, functional testing and regression testing
â˘Security awareness, including phishing, MFA and password policies
Mandatory certifications: ITIL 4 Foundation (or equivalent), ServiceNow Certified Implementation Specialist - IT Service Management (or equivalent), and ServiceNow Certified Implementation Specialist - Data Foundations (CMDB and CSDM).
