Functional Administrator Document Management & ITSM (Dutch…

Job description Do you get energy from systems that work well and users who are truly helped along? As Functional Administrator Document Management & ITSM at KPN, you keep control over incidents, changes and user questions, and translate bottlenecks into concrete improvements. As Functional Administrator Document Management & ITSM, you ensure the daily functional support and continuity of the Document Management System and the ITSM platform. You are the operational link between users, the management organization and suppliers. You ensure that disruptions, service requests and changes are handled properly and that users can rely on stable, well-functioning services. As Functional Administrator, you are responsible for the daily functional management of both systems. You keep track of incidents, changes and open actions and ensure they reach the right parties and are followed up. You understand what users need, translate this into concrete functional changes, and coordinate implementation with technical management and suppliers. In doing so, you look beyond resolving today's incident: you identify recurring problems and opportunities to structurally improve service delivery. Are you ready to take the next step in your career and want to contribute to the digital security of the Netherlands? With us, you connect not only people but also systems, processes and data. As a System Integrator, we ensure that all technological components work together seamlessly. In this way we help organizations stay one step ahead in a world that is digitalizing at lightning speed. Your most important responsibilities: - Functional management and support: You are the operational point of contact for users and support them with questions and disruptions concerning the Document Management System and the ITSM platform. - Incidents and service requests: You coordinate and monitor incidents and service requests, ensure they are assigned to the right management party or supplier, and actively follow them up until an appropriate solution is realized. - Change management: You coordinate functional changes and align them with users, technical management teams and suppliers. You monitor progress and ensure controlled implementation. - Functional operation and continuity: You monitor the functional operation and availability of the systems. You identify disruptions and deviations, analyze the functional cause and ensure the right parties are involved in the solution. - User needs: You gather needs and bottlenecks from users and translate them into clear functional requirements and change requests. - Operational coordination: You take part in management and service meetings, monitor open actions and ensure agreements are demonstrably followed up. Where necessary, you support incident and escalation processes. - Continuous improvement: You analyze recurring incidents, user questions and bottlenecks and, together with users, the management organization and suppliers, translate them into concrete improvements to systems, processes and service delivery. Job requirements You are a practically oriented functional administrator who keeps an overview and takes responsibility for the daily operation of the service. You easily switch between end users, technical management teams and suppliers, and know how to translate user questions into concrete actions and functional solutions. You work in a structured way, actively follow up on actions, and communicate clearly about progress, disruptions and dependencies. In addition, you have: - HBO (university of applied sciences) working and thinking level, preferably in ICT, information management or a comparable field. - Experience with functional management of business-critical applications or platforms. - Experience with Document Management Systems and/or ITSM platforms. - Experience with incident, service request and change management. - Knowledge of or demonstrable affinity with ITIL and service management processes. - Experience translating user needs into functional requirements and changes. - The ability to collaborate effectively with end users, technical management teams and external suppliers. - Good command of the Dutch language. An AIVD screening is a mandatory part of the application procedure.