Medior ITSM Compliance & Quality Officer (Freelance optional)

📋 Tasks and responsibilities

You will join an ICT service environment that delivers digital solutions within a regulated professional setting, with a strong focus on usability and modern technologies.

As an ITSM Quality & Compliance Officer, you will take ownership of improving asset management and CMDB maturity while ensuring that ITSM practices remain aligned with internal governance and external regulatory frameworks such as ISO27001, DORA, NIS2 and the Cyber Resilience Act.

You will work closely with the IT Governance Lead, Service Management Officers, ITSM tooling owners and other stakeholders.

• CMDB & Asset Management
  • Define and implement the target architecture for asset management and the CMDB.
  • Update and align the CMDB structure and its documentation with internal standards.
  • Define roles, responsibilities and processes for maintaining asset and configuration management.
• Quality & Compliance
  • Ensure ITSM processes such as Incident, Request, Problem, Event, Change and Service Level Management comply with ISO27001, DORA, NIS2 and the Cyber Resilience Act.
  • Set up KPIs and dashboards to monitor CMDB health and overall ITSM process quality.
  • Run monthly performance reviews and recommend continuous improvement actions.
• Asset Import & Mapping
  • Lead the phased import and mapping of business assets to IT components.
  • Ensure clear traceability between business applications and the supporting IT infrastructure.
• Training & Awareness
  • Prepare and deliver training sessions and SOPs for stakeholders.
  • Organise at least two training waves focused on processes and tool usage.
• Automation & Continuous Improvement
  • Define automation requirements for CMDB management.
  • Prepare the business case and roadmap for automation initiatives.

Work setup

The position is based in Brussels (1000) with a hybrid way of working. A minimum of 2 days per week on site is required.

A full-time or 4/5 schedule can be discussed.

Planned start date: 08/06/2026.

📝Your profile

This role matches a profile with experience comparable to a Medior IT Quality Analyst.

• Education & experience
  • Master's degree or equivalent through experience.
  • At least 5 years of professional experience in an IT support-related environment.
  • Proven experience in project coordination and in modelling complex workflows or processes using BPMN and UML.
  • Experience with certification audits is a plus.
• Technical skills
  • Hands-on experience with ITSM platforms such as OmniTracker, ServiceNow, TOPdesk or Jira Service Management.
  • Solid understanding of ITIL V4, USM or similar IT service delivery best practices.
  • Ability to define relevant KPIs and build reporting dashboards for quality and compliance follow-up.
  • Relevant experience with business modelling, BPMN, IT project environments, ITIL and ITSM platforms.
  • Strong analytical, problem-solving and troubleshooting skills.
• Soft skills
  • Excellent communication and stakeholder management skills, including collaboration with non-technical stakeholders.
  • Highly analytical and able to synthesise information, with a proactive mindset.
  • Strong cross-functional collaboration skills.
  • Able to translate needs into clear and actionable steps.
  • Comfortable bringing structure and constructively challenging existing ways of working.
  • Able to drive change and foster collaboration.
• Languages
  • Fluent in Dutch and English or French and English.
  • Good understanding of the other national language.

💼 Offer

You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)