Description
Production support Agent - 12 months contract - Brussels
(ServiceNow, Service Now, Incident Management, Problem management, PL/SQL)
One of our client is looking for a Production Support Agent who will work in the IT Support team in charge of Level 1 support of applications managed by the Delivery Center. The mission is in Brussels and the contract is for 12 months.
The main mission of the support team is:
- Ensuring that users can operate in a safe and stable production environment on a daily basis by
- monitoring and supporting daily batch and application environment
- troubleshooting and solving application and technical production issues
- assisting application users
- Assuring a role of continuous improvement by
- identifying opportunities for application tools improvements
- identifying recurrent issues and root causes for prioritization of fixes
The main activities are:
- Working in a self-organizing team
- Investigating application and technical production issues, identifying root causes
- Determining solutions to production issues and implementing them in a timely manner
- Liaising with application development teams and infrastructure teams to troubleshoot issues
- Communicating to business on production issues at inception and at regular intervals until closed
- Collecting, logging and tracking application and technical production issues systematically in the Incident management tool
- Supporting and promoting the continuous improvement of the services and applications
- Creating and maintaining support knowledge database (procedure, how-to)
- Supporting users in using the system and implementing their configuration requests
Expected competencies:
- strong analytical/problem solving skills, attention to detail
- proficient communication and interpersonal skills in working with business users and development teams
- ability to pick up and expedite solutions quickly
- highly organized, efficient and autonomous
- proactive and taking initiative
- real team player and aware of cross-cultural working
- fluent in English and in Dutch or French
- strongly interested in Deal Management and Back Office processes with focus on invoicing and accounting
The right candidate has to be experienced in Service Now, Incident management, Problem management and PL/SQL.
If this is of interest to you then please send me your updated CV and full contact details in the first instance and I will call you to discuss in more detail.