01
TRCI-26-06761
ServiceNow Knowledge & Quality Officer
This contract role will own and improve the ServiceNow Knowledge Base for the GEMS IS Helpdesk, while supporting ticket quality, service improvement and adoption of ServiceNow changes. The key requirements are ServiceNow experience, ITSM and ITIL knowledge, strong technical writing, knowledge management, quality reviews, and the ability to turn operational needs into user stories and test scenarios. Professional English and French are required; Dutch is a significant asset, and familiarity with HTML/CSS and Microsoft Copilot or ServiceNow AI capabilities is also requested. The overall experience band is 5–8 years, with several named specialist skills specified at 3–5 years. The role is based in Brussels and is a contract; the work mode is not specified.
Position summary
- Location
- Belgium
- Workplace
- Hybrid
- Employment
- Contract
- Experience
- Minimum 5 years and Maximum 8 years
Role overview
Why This Role Matters.
This contract role will own and improve the ServiceNow Knowledge Base for the GEMS IS Helpdesk, while supporting ticket quality, service improvement and adoption of ServiceNow changes. The key requirements are ServiceNow experience, ITSM and ITIL knowledge, strong technical writing, knowledge management, quality reviews, and the ability to turn operational needs into user stories and test scenarios. Professional English and French are required; Dutch is a significant asset, and familiarity with HTML/CSS and Microsoft Copilot or ServiceNow AI capabilities is also requested. The overall experience band is 5–8 years, with several named specialist skills specified at 3–5 years. The role is based in Brussels and is a contract; the work mode is not specified.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Own and maintain the ServiceNow Knowledge Base for the GEMS IS Helpdesk.
03
Create, review and improve knowledge articles, troubleshooting guides and procedures.
04
Ensure documentation is clear, consistent, accurate and adapted to its target audience.
05
Identify knowledge gaps based on recurring incidents, requests and technician feedback.
06
Coordinate the lifecycle of knowledge articles, from creation and review to retirement.
07
Promote knowledge sharing and reuse within the GEMS IS Helpdesk.
08
Monitor ticket quality, documentation and adherence to GEMS IS Helpdesk processes.
09
Coach technicians through constructive feedback and best-practice sharing.
10
Analyse user feedback and contribute to improving user satisfaction.
11
Track and report on Knowledge and Quality activities and KPIs.
12
Proactively identify and propose ServiceNow evolutions to improve operational
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ServiceNow
Required
02
Service Now
Required
03
ServiceNow Knowledge Management
Required
04
ServiceNow Knowledge Base
Required
05
ITSM
Required
06
ITIL
Required
07
Incident Management
Required
08
Request Management
Required
09
Knowledge Articles
Required
10
Technical Writing
Required
11
HTML
Required
12
CSS
Required
13
User Stories
Required
14
Functional Testing
Required
15
Test Scenarios
Required
16
Microsoft Copilot
Required
17
Copilot
Required
18
LLM
Required
19
ServiceNow AI
Required
20
KPIs
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
ServiceNow
Knowledge management and Knowledge Base lifecycle in an ITSM context
IT service management, including Incident and Request Management
ITIL principles
Technical writing and documentation
Quality management and continuous improvement, including ticket reviews and KPI reporting
User story definition, test scenarios and functional testing
Professional English
Professional French
Good understanding of HTML/CSS
Comfort using AI/LLM tools, particularly Microsoft Copilot or ServiceNow AI capabilities
Analytical and problem-solving skills
Communication and constructive coaching skills
Preferred
Nice to Have
Dutch proficiency
Experience using ServiceNow AI capabilities
Experience supporting knowledge sharing and user satisfaction improvement
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for ServiceNow Knowledge & Quality Officer
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