IT Customer Service Analyst

Main mission

Ensure effective management of business application requests to guarantee quality service.

Key responsibilities

• Oversee incident and ticket management through to complete resolution
• Coordinate support team actions and partners for rapid response
• Measure and analyze user satisfaction to identify improvement areas
• Update knowledge base and propose process enhancements
• Produce activity reports and lead operational steering committees

Key skills

• Bac +2 degree in information systems or equivalent
• ITIL® v3 or ITIL® 4 Foundation certification
• Experience in application incident management
• Excellent communication in French
• Ability to manage stress in crisis situations

Technical environment

ServiceNow, JIRA