Description
Job Spec:
* 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, )
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
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.