Description
Job Purpose:
- Ensure 2nd level support for Client and Candidate solutions (all incidents and service requests) is handled effectively and efficiently meeting the agreed SLA's and achieving customer service expectations
- Communicate relevant and accurate information on high priority & critical incident in timely manner to agreed stakeholders
Main Accountabilities/Measured On:
- Agreed SLA/OLA for Client and Candidate Solutions
- Satisfaction of the end-users and Business Customers via customer surveys and other forms (interviews, external reviews, benchmarks, )
Stakeholders:
- Subject Matter Experts from IM Production & Solution Delivery Management
- External Partners, suppliers
- System owners, platform owners
- Local Service Desk Managers and Agents
- Business partners
- Security, Risk and Compliance
Main Tasks & Responsibilities:
- Diagnose, troubleshoot and resolve incidents raised by local Service Desks
- Fulfill service request including system administration, user & access management
- Manage high priority & critical incidents (Troubleshooting, resolution & communication)
- Manage Client and Candidate Solutions interfaces incidents
- Assign ticket to next level of support if required
- Follow up with third party incidents if needed
- Coordinate user communications
- Document known errors, workarounds, resolutions, requests fulfilment procedures in the knowledge base
- Transfer knowledge to local Service Desks
- Analyze, create and assign Problem tickets
Personal Attributes:
- Strong team player
- Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and team work
- Ability to act under strong pressure and to manage efficiently crisis situation
- Ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
- Excellent communication skills, written and oral
Professional & Leadership Experience:
- Minimum 2 years of experience in a Functional Analyst role
- Knowledge in SalesForce Administration and set-up
- ITSM tool knowledge such as ServiceNow is an advantage
Education & Training
- Education in IT
- ITIL v3 Certification
- SalesForce Admin Certification is an advantage
Minimum Requirements:
- Good to excellent command of English and French
- Any additional language is an advantage
If this is the role for you please send your CV as interviews are being arranged ASAP.
Spring Technology is acting as an Employment Business in relation to this vacancy.
Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.