Job Description

The Application Support Analyst leads the quality and performance of support for all Commercial and Corporate applications including incident, problem, task and change management, support coordination, and client and vendor liaison-ship /partnership. This role will partner with internal, external support teams, and product owners to supervise and handle incident queues, triage sophisticated application issues, and management continuous improvement processes.

Responsibilities:

Incident, Task, Change, Problem Standard Support

• Support system incident, task, change and problem management routines
• Monitor progress, status updates and overall ticket health including investigations
• Address aging and stalled tickets by providing feedback to support teams / product owners
• Support prioritization, escalations and review handling incidents and requests confirming pre-determined SLAs
• Participate in the change management and transition to support processes
• Identify knowledge, support and training opportunities to improve the overall success of the internal and external teams
• Ability to communicate written / oral on sophisticated topics to levels of business community

Initiate Prioritizations and Triage

• Investigate, troubleshoot, and work through priority system issues
• Analytical thinking and the ability to understand problems is needed for resolution
• Structured and solution-oriented way of working, even under pressure
• Drive conversations to improve resolution time and comprehensive updates
• Develop communication protocols including message, format, and audience

Data Collection / Vendor performance

• Ensures support and work is as detailed per contracted SLA
• Participate in the data collection process and prepare data for business reviews
• Partner in the vendor management and review process

Qualifications:

• 2+ years of experience with Technical Support
• 3+ years of experience either supporting and/or delivering out of the box and customized solutions in designated system
• Experience participating in high-performing technical and/or support teams
• Experience with ITSM methodologies (incident, problem, change, release management, etc.)

Preferred:

• Working experience in retail industry

Additional Information:

• Location: Paris 2
• Type of Contract: Permanent Contract
• All gender identities and orientations are encouraged to apply
• Please let Tiffany know if you request any accommodations for interview, we are happy to make any accommodation needed
• Soumettre avec CV en anglais, s'il vous plaît