1st/2nd Line Support Expert

Description

Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution

1st line support analysis of application incidents·

2nd line support analysis, tracking and monitoring of business workflow application problems and impediments up to their resolution

Redaction of detailed problem descriptions and reports as meaningful input for upstream support teams (3rd line, application developments teams)

User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail

Mastering of information sites and maintenance of the unit's knowledge base

Follow-up of service quality in the context of application problems and impediments

Management and follow-up of user requests

Guidance regarding the use of information systems

Management of problems and impediments related to information systems; organisation of the reporting

Conception and organisation of user documentation for information systems

Participation in user, service and project meetings

Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues

Qualifications

• Bachelor Degree in IT or related field with a minimum of 3 years of professional IT experience or 6 years of professional experience without a higher post-secondary school degree

• Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications, is essential

• Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.)

• Knowledge of end user/client support in e-Business/e-Commerce is an asset

• Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance

• Good reporting methods

• Good IT skills; very good knowledge of MS-OFFICE tools is mandatory

• Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory

• Good knowledge of business workflow application analysis tools (e.g. PL/SQL, SOAP-UI) is an asset

• Very good knowledge of written and spoken English is required (B2 or higher)

• Reference: 20-05578