Support Executive

Support Executive – ServiceNow IT Service Management

Requirement IDs: 10752539 / 10752540 / 10752541 / 10752542

Role: Support Executive

Location: Brussels, Belgium

Branch: TBEL – Brussels

Start Date: 30-Jun-2026

Duration: 6 Months

Experience Required: 8–10 Years

Status: Open

Recruiter: Duddagi Sravan Kumar

Job Summary

We are looking for experienced Support Executives with strong expertise in IT Service Management and ServiceNow ticket handling. The role involves centralized request handling, incident categorization, ticket management, and user support for Belgian users while ensuring compliance with defined operational standards and processes.

Key Responsibilities

• Handle centralized reception and acceptance of:
• Requests
• Incidents
• Events
• Alerts
• Create and manage tickets in ServiceNow.
• Perform initial incident analysis, categorization, prioritization, and assignment based on organizational standards.
• Verify and differentiate between:
• Service Requests
• Incidents
• Ensure accurate ticket classification using:
• Service Catalogue Categories/Subcategories
• Configuration Items (CI)
• Create covering tickets for requests received outside standard processes or guide users to raise tickets correctly.
• Complete and validate ticket information by coordinating with end users where required.
• Communicate with users regarding request updates and follow-up actions.
• Ensure proper ticket lifecycle management and adherence to support procedures.

Required Skills

• 8–10 years of experience in IT Support / Service Desk / ITSM environments.
• Strong hands-on experience with:
• ServiceNow IT Service Management
• Incident Management
• Ticketing Systems
• Request Fulfilment
• Experience in:
• Ticket categorization and prioritization
• User support and coordination
• ITIL-based support processes
• CI and Service Catalogue management
• Strong communication and stakeholder handling skills.
• Ability to manage and resolve user queries efficiently.

Competencies

• ServiceNow – IT Service Management

Preferred Skills

• Experience supporting enterprise users in international environments.
• Exposure to ITIL processes and operational support frameworks.
• Strong analytical and documentation skills.