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Problem & Knowledge manager

NSI

Emplacement:
Luxembourg , Luxembourg

Catégorie:
Informatique - Administration

Type de contrat:
Non fourni

Salaire:

Non fourni

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Description du poste:

Afin de renforcer nos équipes, nous sommes à la recherche d'un Problem & Knowledge Manager parlant Français et Anglais.

Responsabilités:

Gestion des problèmes (Problem Management): Évaluer les problèmes pour s'assurer de leur authenticité
Surveiller et contrôler la détection, l'enregistrement, l'attribution, l'escalade et la résolution des problèmes
Collaborer avec les équipes IT et coordonner les experts techniques et les experts métier des services
Documenter les informations relatives aux problèmes dans le ticket
Publier les solutions de contournement
Publier les erreurs connues
Coordonner les décisions concernant l'application d'un correctif
Suivre les plans d’action et s'assurer de leur mise en œuvre
Examiner les problèmes résolus pour vérifier leur qualité et leur exhaustivité
Améliorer l'efficience et l'efficacité du processus de gestion des problèmes
Élaborer des rapports réguliers sur les tendances des incidents et proposer des recommandations d’amélioration
Rassembler et rendre compte des métriques du processus
Gestion des connaissances (Knowledge Management): Gérer et coordonner les activités quotidiennes de gestion des connaissances
Créer et maintenir des modèles de documents
S’assurer que la documentation technique et fonctionnelle est à jour, accessible et pertinente
Coordonner la création et la validation des articles de la base de connaissances
Promouvoir une culture de partage des connaissances au sein des équipes IT et métiers
Mettre en place des outils et des processus pour garantir l’efficacité du cycle de vie des connaissances
Rassembler et rendre compte des métriques du processus, élaborer des rapports réguliers
Développer du matériel de connaissances conformément aux normes de publication
Valider l'exactitude des nouvelles soumissions de connaissances

Exigences:

Au moins 2 ans d'expérience dans un poste similaire
Maîtrise de ServiceNow
Bonne connaissance des environnements IT (infrastructure, applicatif, réseaux)
Expérience en Knowledge Management ou gestion documentaire
Capacité à analyser des données (tendances d’incidents, KPIs)
Certification ITIL v4
Excellentes compétences en communication et pédagogie
Diplomatie et capacité de facilitation
Sens de l’organisation et orientation résultats
Capacité à gérer des priorités multiples et à travailler dans un environnement dynamique

Ce que nous offrons:

Environnement dynamique et innovant
Formations
Perspectives de carrière
Package salarial à la hauteur de vos compétences

Informations supplémentaires:

Offre publiée:
20 janvier 2026

Type de travail:

Travail sur site

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