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WMS Reflex - Application support analyst (H/F) - 31

# 6908
Toulouse
LOGISTIC
12 mois (à partir de 11 janv.)
Temps plein
#ERP / EDI#SQL
Partager

Mission

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.

Profil recherché

Requirements:

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

Avantages

Localisation : Occitanie

Longue durée

Démarrage asap

MARIE GAUTHIER

Supply Chain Commmunity Specialist

Email : mgauthier@club-freelance.com

Tel : +33 9 80 09 14 30

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Marie

Talent Community Specialist

mgauthier@club-freelance.com

+33980091430

Je suis Talent Community Specialist, n'hésitez pas à me contacter pour rejoindre ma Communauté !

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