As part of the operation and maintenance in operational conditions (MCO) of a high-volume digital platform, an Application Support Analyst is sought. You will work within the IT teams of an organization to ensure the processing of incidents and user requests, while guaranteeing service quality and continuity of operations. You will be the interface between technical teams, business teams, and various operational stakeholders.
Beyond daily support, you will actively participate in the continuous improvement of processes and the reduction of recurring incidents.
What you do
- Handle incidents and requests via ticketing tools.
- Qualify, analyze, and resolve functional incidents.
- Prioritize requests according to their criticality.
- Ensure follow-up of tickets until their resolution.
- Manage escalations when necessary.
- Perform corrective actions in back-office tools.
- Optimize processing times and limit ticket re-openings.
Incidents notably concern:
- Authentication and access management
- User onboarding
- Order management
- Transactions and payments
- Data synchronization
- Management of physical or virtual cards
- Other functional operations related to the platform
Profile
- Experience in application support level 2 or 3.
- Good understanding of business processes and their impacts.
- Ability to analyze functional incidents and qualify them from an IT perspective.
- Experience with ticketing tools.
- Ease of use with back-office tools.
- Used to managing a large volume of tickets with varied priorities.
- Service-oriented, analytical mind, and good communication skills.
- Interest in technical environments and operational maintenance.
Practical
- Ticketing tools
- CRM
- Back-office tools
- MCO / application support environment
- Monitoring of operational indicators
How to apply
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