IT Application Support analyst is in charge of handling incidents, problems, service requests, and SLA management, for specific accounts in his/her scope of responsibilities.

Tasks :

• Incident Mgt

Analyse, sort and prioritizes the incidents.

Assign to the relevant level 3 (Editor/Vendor, Developer, Infra, EDI, Partner…).

Communicate to the requester the evolution of the incident in a proactive way.

Manage the incident process to meet the SLA requirements.

Organize the escalation.

Produce REX documents (Post Mortem) to trace all chronology of events on major incidents.

• Problem Management

Coordinate the Root cause analysis, at least on all major incidents and recurrent ones.

Follow-up on the results with the IT Management/Key operational contacts.

• Service request

Handle all service request within the agreed SLA.

Assign and follow-up with Subject Matter Expert when relevant.

• SLA

Measure SLA by category.

Report SLA to Application Support Manager.

Report SLA to usual operational Contacts / Stakeholders.

Set-up action plan to improve SLAs.

• Implement and document standard operating procedures.
• Manage the relationship with each country Helpdesk.
• Manage the relationship with software editors Helpdesk.

Requirements:

• Good knowledge on WMS Reflex
• SQL, requests
• Ticketing + SLA
• English fluent

Localisation : Occitanie

Longue durée

Démarrage asap

MARIE GAUTHIER

Supply Chain Commmunity Specialist

Email : mgauthier@club-freelance.com

Tel : +33 9 80 09 14 30