Technical Knowledge Specialist

Company Description

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key-player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

Job Description

Are you ready for a sneak-peek in the day of a Technical Knowledge Specialist in Netcompany-Intrasoft?

As a Technical Knowledge Specialist, you will play an essential role in maintaining the quality of customer service and the continuous improvement of our technical support knowledge. Your primary responsibilities will be to identify knowledge gaps in the way tickets are handled and ensure that relevant information is documented to enhance our knowledge base.

As a Technical Knowledge Specialist you will:

Analyse reopened tickets, user feedback from Satisfaction Surveys, and tickets with specific tags to identify areas for improvement.
Implement actions based on analysis, such as organizing technical/soft skills training, workshops, and updating templates, SOPs, How-to articles, and FAQs.
Create new documentation and processes based on ticket analysis findings, collaborating with the team and Team Leader.
Organize workshops on specific topics requested by the team or management, or propose workshops based on ticket analysis findings.
Ensure new processes are known and implemented by the team, working in collaboration with the Team Leader and Incident Manager.
Review and update Standard Operating Procedures (SOPs) monthly to meet KPI targets, using ISSMDOC.
Contribute to the reorganization and updating of the SPSS WIKI, removing obsolete information, and proposing new structures.
Identify recurrent questions from internal and external users using Service Now, and ensure relevant, up-to-date documentation is available on corresponding portals and WIKI.

Qualifications

What would make you a fit for the role:

A Bachelor’s degree in the relevant field.
At least 2 years of experience with similar activities.
Proficiency in analysing reopened tickets, user feedback, and tagged tickets to identify actionable insights.
Experience in organizing and conducting technical/soft skills training sessions and workshops.
Demonstrated ability to create and update templates, SOPs, How-to articles, and FAQs.
Strong skills in developing new documentation and processes based on analysis findings.
Proven ability to ensure the implementation and adoption of new processes by the team.
Experience in maintaining and updating Standard Operating Procedures (SOPs) using tools like ISSMDOC.
Expertise in reorganizing and updating WIKI structures, removing obsolete information, and integrating new processes.
Ability to identify recurrent questions and ensure relevant, up-to-date documentation on portals and WIKIs.
Excellent communication skills in English

Additional Information

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

The opportunity to work in a modern environment.
A competitive compensation & benefits package
Hospitalization plan
Hybrid working model
Meal and commuting allowance
Well-being activities (on premises)
Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany - Intrasoft Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market. Whether you're collaborating with clients on their premises or harnessing the power of cutting-edge technologies at our own facilities, you'll have the opportunity to shape the future of digital services in an environment that values your ideas and fosters your growth.

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU

#BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.