Duties & Role:
1. Organisation, implementation and maintenance of (IS) support.
2. Coordination of support teams.
3. IS Service management.
4. Coordination with the project teams.
5. Coordination of wiki sites, collaborative sites or social networks.
6. Follow up of service quality.
7. Management and follow up of user requests.
8. Guidance regarding the use of information systems.
9. Management of incidents related to information systems; organisation of the reporting.
10. Conception and organisation of user documentation for information systems.
11. Conception and management of IS and ICT trainings.
12. Participation in user, service and project meetings.
13. Elaboration and implementation of relevant support processes.
Skill, Knowledge & Experience:
1. Master Degree with at least 13 years of related experience or a Bachelor Degree with at least 17 years of related experience.
2. Knowledge of French, at least C1 level.
3. Expertise in Information Systems.
4. Ability to understand, speak and write English C1.
5. At least 5 years of specific expertise in End user support of information systems.
6. At least 5 years of specific expertise in ITIL.
7. At least 3 years of specific expertise in Knowledge of wiki, collaborative sites and social networks.
8. At least 3 years of specific expertise in Process improvement related to service management.
9. At least 3 years of specific expertise in Knowledge of Confluence and Jira.
10. At least 3 years of specific expertise in Ticketing tools such as ServiceNow or similar.
11. At least 5 years of specific expertise in Follow up of service quality (Capacity, availability, SLA breaches...).
12. At least 5 years of specific expertise in Preparation of related documentation (User manuals, Problems report, KPI reports, etc).
13. At least 5 years of specific expertise in Implementation of support processes (Incident management, Change, etc).
Desirable Experience and Education:
1. OPTIONAL CERTIFICATION: ITIL foundation certification.
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