Job Information
Tiffany & Co. CDI - IT Application Support Analyst (M/F) in Paris, France
The Application Support Analyst leads the quality and performance of support for all Commercial and Corporate applications including incident, problem, task and change management, support coordination, and client and vendor liaison-ship /partnership. This role will partner with internal, external support teams, and product owners to supervise and handle incident queues, triage sophisticated application issues, and management continuous improvement processes.
Responsibilities:
Incident, Task, Change, Problem Standard Support
Support system incident, task, change and problem management routines
Monitor progress, status updates and overall ticket health including investigations
Address aging and stalled tickets by providing feedback to support teams / product owners
Support prioritization, escalations and review handling incidents and requests confirming pre-determined SLAs
Participate in the change management and transition to support processes
Identify knowledge, support and training opportunities to improve the overall success of the internal and external teams
Ability to communicate written / oral on sophisticated topics to levels of business community
Initiate Prioritizations and Triage
Investigate, troubleshoot, and work through priority system issues
Analytical thinking and the ability to understand problems is needed for resolution
Structured and solution-oriented way of working, even under pressure
Drive conversations to improve resolution time and comprehensive updates
Develop communication protocols including message, format, and audience
Data Collection / Vendor performance
Ensures support and work is as detailed per contracted SLA
Participate in the data collection process and prepare data for business reviews
Partner in the vendor management and review process
Qualifications:
2+ years of experience with Technical Support
3+ years of experience either supporting and/or delivering out of the box and customized solutions in designated system
Experience participating in high-performing technical and/or support teams
Experience with ITSM methodologies (incident, problem, change, release management, etc.)
Preferred:
- Working experience in retail industry
Additional Information:
Location: Paris 2
Type of Contract: Permanent Contract
All gender identities and orientations are encouraged to apply
Please let Tiffany know if you request any accommodations for interview, we are happy to make any accommodation needed
Soumettre avec CV en anglais, s'il vous plaît
#LI-JG1
Job Identification : 60395
Job Category: : Tech
Assignment Category : Regular Full-time
Remote Positions : No
Professional Experience : Beginner