IT Problem
il y a 2 semaines
Who is BTO Research?
BTO Research is a consulting firm, part of the Relatech Group, that has been supporting its clients in innovative projects for over 15 years, ensuring a customized approach to meet market challenges.
Founded in 2008, we have gathered and enhanced the historical experience of consulting to which we have added two key elements: research and innovation.
This journey has led us to a team of over 300 professionals across four countries, with numerous projects and the most cutting-edge knowledge in Project Management, Digital Transformation, Change Management, Cybersecurity and Digital Marketing.
We believe in the value of excellence and promote an environment where people can grow together, thanks to the contamination between different skills.
IT Problem & Knowledge Manager (ServiceNow / ITIL):
Your role
The Problem & Knowledge Manager ensures the effective execution and continuous improvement of Problem Management and Knowledge Management processes. You maintain IT service stability, coordinate incident resolution, and promote structured knowledge sharing across IT and business teams.
Manage the full lifecycle of problems, including detection, analysis, resolution, and reporting.
Coordinate IT and business stakeholders to identify root causes and implement permanent fixes.
Maintain accurate problem records, known errors, and workarounds in ServiceNow.
Monitor incident trends, KPIs, and propose process improvements.
Oversee Knowledge Management activities, ensuring technical and functional documentation is accurate, up to date, and accessible.
Promote a culture of knowledge sharing and continuous improvement.
Requirements
Minimum 2 years' experience in Problem Management.
Experience in Knowledge Management or documentation management.
Strong knowledge of IT environments (applications, infrastructure, networks).
Ability to analyze data, trends, and KPIs.
Excellent communication, facilitation, and organizational skills.
Ability to manage multiple priorities in a dynamic environment.
Fluent in French ; English is considered an asset
Tools & Certifications
Hands-on experience with ServiceNow.
ITIL v4 Certification (mandatory or strongly preferred).
Where: Luxembourg
What We Offer
A dynamic, young, and fast-growing environment
Flexible thinking and working approaches
Hands-on experience in a stimulating, project-based context
Opportunities to learn from industry professionals
On-the-job training (and more)
The chance to work on real projects with tangible impact
The chance to work on real projects with tangible impact
Inclusion & Equal Opportunity
We believe in people, diversity, and meritocracy. Our recruitment processes are open to everyone—regardless of gender, ethnicity, orientation, or ability. For us, talent is a matter of energy, not labels.
Discover more about us #BTO
Explore our world
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