Problem & Knowledge Manager (M/F)

Luxembourg Digital & IT Luxembourg On-site

TMC Luxembourg is looking for a Problem & Knowledge Manager (M/F) for one of its clients.

About The Member Company

We are a global high-tech consultancy company with a team of entrepreneurial engineers, scientists, and digital experts from around the world. Together we form a fast-growing and proud community. We offer consultancy services to high-profile clients globally in diverse service areas, such as:

• Technology & Engineering
• Energy & Renewables
• Life sciences & Pharma
• Digital & IT

As part of strengthening our ITSM processes, we are looking for a Problem & Knowledge Manager responsible for ensuring the daily execution of Problem Management and Knowledge Management activities.

Your role will involve overseeing the entire lifecycle of problems: their evaluation, registration, coordination of technical and business teams, publication of known errors, as well as tracking corrective actions. You will ensure the quality of information documented in the tickets, the implementation of necessary fixes, and the continuous improvement of the process through trend analysis and the creation of regular reports.

In addition, you will be responsible for structuring, maintaining, and optimizing all technical and functional knowledge. You will coordinate the creation, updating, and validation of knowledge base articles, guarantee the relevance and accessibility of documentation, and foster an active culture of knowledge sharing. You will also contribute to the implementation of tools and processes needed to ensure effective management of the knowledge lifecycle.

This role is crucial to supporting operational performance, improving incident resolution, and enhancing the overall maturity of the organization.

• Minimum 2 years of experience as a Problem Manager
• Experience in Knowledge Management or documentation management
• Proficiency in ServiceNow
• Good knowledge of IT environments: infrastructure, applications, networks
• Ability to analyze data (incident trends, KPIs, metrics)
• Excellent communication and teaching skills
• Diplomacy, facilitation skills, and a service-oriented approach
• Organization, thoroughness, and results orientation
• Ability to manage multiple priorities in a dynamic environment

Why choose Employeneurship?

Our Employeneurship model is unique, a true innovation in the high-tech consultancy sector. It is THE working relationship of the 21st century for highly skilled technical professionals. It is based on five main pillars:

• You will benefit from a permanent employment contract that offers stability and security,
• You will learn to assess your value in the market and receive a share of the profits generated by your work through individual profit-sharing,
• We will support you with personalized coaching and a dedicated training plan, enabling you to develop your entrepreneurial skills,
• Our structure of technical competence cells will offer you a strong, meaningful, and relevant network of experts,
• The Entrepreneurial Lab will be your playground to explore new ideas and perhaps participate in launching start-ups.

The 5 basic principles of employeneurship

A long-term working relationship

Enjoy the security of a long-term contract and a stable source of income while getting the opportunity to work at diverse projects.

Individual profit sharing

Full transparency. That's it. For each of your projects, you know your hourly rate, your costs, and your individual performance-based profit sharing, all in order to stimulate your inner entrepreneur.

Business cells

Our employeneurs are grouped in business cells based on their technical expertise. They are small, focused and function as high-grade knowledge networks. And as buzzing communities of close colleagues.

YOUniversity

Every employeneur drives their own career. Together, we make a plan for personal and professional growth. Receive personal coaching and an extensive training budget to keep developing yourself and deliver outperformance at our clients.

The Entrepreneurial Lab

Work on your technical dreams in our lab. Collaborate with others in multidisciplinary teams to unlock out-of-the-box thinking and innovative ideas as well as entrepreneurial skills.