She/He will be responsible of the following tasks
- 1st line support analysis of application incidents
- Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
- Organisation, implementation and maintenance of (IS) support
- User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail
- Analysis, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
- Analysis of business cases, requirements and processes
- Business model analysis
- Reviewing and aligning ICT processes and business requirements
- Analysis user requirements
- Functional and technical documentation
- Follow-up of service quality in the context of incident, problem and impediment management
- Management and follow-up of user requests
- Guidance regarding the use of information systems
- Management of incidents related to information systems; reporting
Your profile
- Excellent writing and communication skills (proficiency level on EN spoken and written and adequate FR)
- Knowledge in end user assistance of information systems
- General IT skills and good knowledge of presentation tools (e.g. PowerPoint) and MS-Office
- Very good knowledge in ITIL procedures or equivalent and the related support tools is a major asset
- Knowledge of Confluence Wiki would be an asset
- Capability of integration in an international /multi-cultural environment, rapid self-starting capability and experience in working in team
- Ability to participate in multi-lingual meetings
- Knowledge of project management and development methodologies would be an asset (Preferably PM2, Prince2, PMI, Waterfall and/or Agile)
