Service Management Assistant (PaaS)

Duties 

Technical Documentation
• Develop, maintain, review, and update technical and operational documentation.
• Create and maintain Standard Operating Procedures (SOPs), Agency Instructions (AIs), operational runbooks, implementation guides, service documentation, and process documentation.
• Ensure documentation is accurate, consistent, version-controlled, and aligned with organizational standards.
• Work closely with technical teams to capture and document operational processes and technical procedures.
• Support documentation for new services, operational changes, and continuous improvement initiatives.
• Maintain document repositories and ensure documentation remains current.

Service Management Support
• Provide day-to-day administrative support to Service Delivery Managers.
• Prepare operational reports, dashboards, presentations, and service review materials.
• Support service governance activities and maintain operational records.
• Coordinate routine operational activities across multiple stakeholders.
• Track operational actions and follow up to ensure timely completion.

Financial & Resource Coordination
• Support budget planning, expenditure tracking, and cost monitoring.
• Assist with financial reporting and budget variance analysis.
• Maintain resource allocation plans and track effort (hour) allocation across services and initiatives.
• Produce regular resource utilization and capacity reports.

Change Management
• Create, update, and track Change Requests (CRQs) in accordance with established ITSM processes.
• Coordinate change approvals and ensure all required information and documentation are completed.
• Monitor change progress and communicate status to relevant stakeholders.
• Maintain accurate change records and reporting.

Operational Coordination
• Assist with coordinating operational tasks and activities across technical teams.
• Support task scheduling, tracking, and follow-up.
• Help coordinate activities managed through task management tools.
• Provide general administrative and coordination support for service-related initiatives.
• Provide administrative support for planning and coordination activities associated with operational projects and service improvement initiatives.

Requirements 

• Experience in service management, operations support, PMO support, or a similar coordination role.
• Excellent technical writing and documentation skills.
• Strong organizational and administrative abilities with exceptional attention to detail.
• Experience with budget tracking, expenditure control, and resource (hour) allocation.
• Familiarity with IT Service Management (ITSM) processes, particularly Change Management.
• Experience creating and managing Change Requests (CRQs).
• Advanced knowledge of Microsoft Office, especially Excel, Word, and PowerPoint.
• Experience with ServiceNow, Jira, Azure DevOps, or similar ITSM/project management tools is an advantage.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities while maintaining high-quality documentation and operational records.
• Knowledge of ITIL principles and service management best practices.
• Experience working within infrastructure, cloud, or managed services environments.
• Experience developing technical procedures, operational standards, or knowledge base content.
• Familiarity with service governance, reporting, and operational compliance.

Normal office conditions. Some work outside of normal office hours
may be required. Up to 50 Belgian TDY per year.