- Organization, implementation and maintenance of (IS) support and evolution
- Coordination of support teams
- Contribute to IS Service management Coordination with the project teams
- Coordination of wiki sites, collaborative sites or social networks
- Follow-up of service quality
- Management and follow-up of user requests
- Guidance regarding the use of information systems / ticketing tool
- Management (process owner) of incidents related to information systems; organization of the reporting
- Conception and organization of user documentation for information systems
- Support of IS and ICT trainings organization
- Participation in user, service, and project meetings
- Elaboration and implementation of relevant Service Management processes.
- Contribute to operational documentation and procedures
Requirements
- Hold a minimum a Bachelor's degree or equivalent
- Have at least 12 years of professional IT experience of which at least 3 years of specific expertise in ITIL compliant environment
- Have at least 3 years of specific expertise in IT management
- Hold ITIL foundation certificate
- Practical experience in business analysis
- Good experience in service introduction / IS go-live preparation
- Ability to apply ITIL processes or similar
- Knowledge of ITIL compliant ticketing user interface ergonomics
- Attention to details Knowledge of wiki, collaborative sites and social networks
- Knowledge in user assistance or support of information systems
- Good reporting skills
- Good knowledge of IT (application and infrastructure)
- Proficiency of English language
- Proficiency of French language is considered an advantage
