Application and Functional Support Officer N1/N2 — Customer Relations (M/F)

Project overview

Context:

Within the information systems department of a national group, you will join the application support team dedicated to customer relationship tools.

You will assist users located across several sites in metropolitan France and overseas. The scope includes contact center telephony, activity planning, customer email processing, and consultation of contractual information.

Your objective is to ensure the proper use of applications, contribute to incident resolution, and disseminate business best practices.

Main Deliverable:

Monitoring and updating ticketing indicators to manage activity and support quality.

Your missions:

• Provide N1/N2 application support
• Take charge of, qualify, and track incidents and requests in ServiceNow.
• Resolve N1 requests and N2 requests covered by documented procedures.
• Analyze complex situations, gather necessary diagnostic information, and forward it to the competent teams.
• Assist users in tracking their requests and using the software.
• Perform application availability checks.
• Participate in functional administration
• Create user accounts and manage authorizations according to current procedures.
• Update application parameters within the support scope.
• Participate in periodic access rights reviews.
• Implement actions requested by business management from regional teams.
• Contribute to application quality and improvement
• Participate in the testing of anomaly corrections and evolutions.
• Identify and report malfunctions as well as improvement needs.
• Promote best practices and support users during evolutions.
• Write and update procedures and the knowledge base.
• Monitor ticketing indicators and contribute to improving support quality.

Project details

• Start: flexible
• Remote: hybrid
• Location: 92120 Montrouge, France, FR
• Languages: French