ITSM Tooling & Proactive Monitoring Owner (m/f/x)

Full-time – Brussels & Hybrid Work

Who we are

Fednot is the Federation of Belgian Notaries. With the support of nearly 200 employees, we help more than 1,100 notary offices deliver high-quality services to citizens at key moments in their lives (buying a home, starting a business, getting married...).

Our ICT division develops innovative solutions that empower notaries in their digital transformation, ensuring smooth, reliable, and secure digital services.
Within Fednot ICT division, Customer Care is dedicated to delivering efficient, accurate, and user-friendly support, driven by data excellence and teamwork, to enhance trust and satisfaction among notaries, partners, and citizens.

We are strengthening our Service Management capabilities and looking for an ITSM Tooling & Proactive Monitoring Owner — a tech-savvy problem solver who is passionate about making IT tools work smarter for people and processes, thrives on autonomy and finds it exciting to transform alerts and dashboards into practical insights that empower teams to act quickly and effectively.

The role

As ITSM Tooling & Proactive Monitoring Owner, you are responsible for keeping our ITSM platform efficient, conform and user-friendly, while driving monitoring practices that help prevent issues before they appear.

You work closely with support teams, infra engineers, development teams, and third-party suppliers. You coordinate improvements, translate needs into clear actions, and help colleagues use our tooling effectively.

Your responsibilities

In this role, you ensure that our ITSM tool, our processes, and our monitoring practices all work together to support smooth, reliable IT operations.

• Own and optimise the ITSM tool (Omnitracker) so incidents, requests, reminders, and alerts are routed correctly, followed up efficiently, and handled by the right teams. You coordinate improvements with suppliers, prepare user trainings, and ensure the tool remains user-friendly and compliant with security and privacy standards.
• Translate business and operational needs into clear, functional workflows, using BPMN modelling and impact analysis to support development teams. You help teams define which alerts they need, how processes should flow, and how the tool can best support their day-to-day work.
• Shape and optimize proactive monitoring practices, driving L3 technical teams in setting alerting rules, ensuring systems and parameters are correctly configured, and verifying that alerts trigger the right actions. You follow through until alerts are meaningful, actionable, and integrated into incident/problem processes.
• Act as a central coordinator between internal customers, support teams, infrastructure, developers, and external suppliers. You bring structure, ensure process consistency, and maintain clear communication so all stakeholders stay aligned.

In short: you make sure our ITSM tool, our processes, and our monitoring reinforce each other — enabling teams to work efficiently and ensuring issues are detected, routed, and resolved as smoothly as possible.

Your background

• Master’s degree or equivalent experience.
• Minimum 5 years’ experience in IT support, service management, or a similar IT coordination role.
• Hands-on experience with an ITSM platform (Omnitracker, ServiceNow, TOPdesk, Jira SM, Xurrent, etc.).
• Experience with workflow modelling (BPMN, UML) and functional analysis.
• Experience coordinating suppliers and internal IT teams.

Your skills

• Solid understanding of ITIL v4, USM or similar service frameworks.
• Strong analytical and problem-solving abilities.
• Able to translate needs into clear actions — thinking and acting like a Product Owner.
• Comfortable giving structure and challenging existing ways of working.
• Excellent communication skills, able to connect with both technical and non-technical stakeholders.
• Fluent in both Dutch/English or French/ English and you at least have a good understanding of the other national language.

Where to find us?

We’re located right in the center of Brussels. The Metro Station is right by the corner and the Central Train Station is just two blocks away.

Where are you going to work?

Hybrid: In the office (40%) & Homeworking (60%).

If you apply with us, your CV and motivation letter, which include identification details, details related to the profession and academic curriculum, will be kept in our database for 3 years for reasons of justified interest (e.g. contacting us for a new job). These data will not be exchanged with third parties, unless there is a legal obligation to do so. You can always exercise all rights included in the GDPR in particular, right to access and information, right to data erasure, right to limitation of processing, right to rectification, right to objection and right to lodge a complaint with the supervising authority, by contacting info@privanot.be. We ensure that all your personal data are treated in accordance with the applicable privacy legislation.