Required skills
- API
- ITIL
- Reporting
- ServiceNow
- User Support
- Incident Management
- Request Management
- Knowledge Base Management
- Data Quality
- Workshop Facilitation
- Agile
Languages: French
Job description
Seeking a Customer Care Expert for long-term support of a marketplace application in the banking/finance sector. The role involves managing incidents, user requests, and ensuring user satisfaction.
Project overview
We are looking for a Customer Care Expert for a long-term assignment with our client in the banking/finance sector in the Paris region to strengthen the support team for a marketplace-type application. You will be in contact with users, both consumers and service producers, with one objective: their satisfaction, as quickly as possible.
Your missions:
You will work in a complex IT project environment, with APIs and the ServiceNow tool, in French and English. You will join Ingéniance on a permanent executive contract, as part of a community of experts.
Ref: O-AODNR
Profile sought
Bachelor's degree or equivalent (BAC+4/5) and at least 8 years of experience, including 6 to 10 years in a comparable application support or business analysis support environment. You have mastered incident and request management, ideally under ServiceNow, and you know how to handle APIs. You are comfortable in French and English. Customer-service oriented, rigorous, and proactive, you know how to lead workshops and communicate with both technical and functional stakeholders.
Work environment
INGENIANCE is an IT consulting company specializing in capital markets, banking, and insurance for over 18 years. We support major French banking and insurance players on their most critical projects, with recognized expertise in Craft Development, Big Data, Cloud/DevOps, and Agility. Joining Ingéniance means joining a community of experts, being supported by close management, and building your career on high-value-added assignments. Build your success!
- Take charge of and follow up on incident resolution
- Process user requests and questions, qualify requests for information, incidents, and improvement proposals
- Organize and lead workshops with technical and functional teams to master the solution
- Update the knowledge base
- Ensure data quality and produce weekly assistance monitoring reports
- Track indicators to facilitate steering
- Participate proactively in continuous improvement
Project details
- Start: ASAP
- Duration: 1 mois
- Location: Paris, France, FR
- Languages: French
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