We are looking for a ServiceNow Knowledge & Quality Officer to strengthen our Helpdesk organisation.
In this versatile role, you will drive different topics, mainly related to Knowledge Management, Operational Quality and User Satisfaction, reporting directly to the Head of Helpdesk and Workplace Services.
Your responsibilities;
Knowledge Management :
- Own and maintain the ServiceNow Knowledge
- Create, review and improve knowledge articles, troubleshooting guides and procedures.
- Ensure documentation is clear, consistent, accurate and adapted to its target audience.
- Identify knowledge gaps based on recurring incidents, requests and technician feedback.
- Coordinate the lifecycle of knowledge articles, from creation and review to retirement.
- Promote knowledge sharing and reuse within the Helpdesk departement.
Quality & Continuous Improvement:
- Perform quality reviews of incidents and service requests.
- Monitor ticket quality, documentation and adherence.
- Coach technicians through constructive feedback and best-practice sharing.
- Analyse user feedback and contribute to improving user satisfaction.
- Track and report on Knowledge and Quality activities and KPIs.
ServiceNow:
- Follow up on ServiceNow evolutions and internal developments related to our scope.
- Proactively identify and propose ServiceNow evolutions to improve operational efficiency, address agents' needs and adapt Helpdesk processes.
- Participate in weekly follow-up meetings with the ServiceNow development team.
- Track progress on User Stories.
- Test new developments and validate that they meet requirements.
- Translate needs and issues into clear User Stories.
- Drive adoption of new ServiceNow features and developments within the team
- Experience with ServiceNow.
- Strong technical writing and documentation skills.
- Good understanding of Incident and Request Management.
- Familiarity with ITIL principles. Strong analytical and problem-solving skills.
- Excellent attention to detail.
- Able to transform technical information into clear, structured and user-friendly content.
- Comfortable providing constructive feedback and working with technical teams.
- Proactive, organised and focused on continuous improvement.
- Good written and verbal communication skills.
- Professional proficiency in English and French is required
- Good understanding of HTML/CSS
- Able to translate issues and business needs into User Stories and test scenarios
- Comfortable using AI and LLM-based tools, particularly Microsoft Copilot and built-in AI capabilities within ServiceNow
All our positions are open to both women and men and are, of course, open to people with disabilities.