Job Description

The role acts as a primary focal point between technical departments, business users, and external SaaS vendors, ensuring that all software solutions operate smoothly and strict Service Level Agreements (SLAs) are met. You will manage technical documentation, conduct regression testing, and oversee the knowledge transfer process to ensure service continuity. With a strategic eye on compliance, security, and budgeting, the role also involves monitoring license requirements, tracking deployment KPIs, and providing expertise during vendor contract renegotiations or technical auditing phases.

Key Responsibilities

• Advanced Application Support & Incident Management: Own end-to-end incident resolution and request workflows, tracking tickets via corporate ITSM platforms, escalating issues to external SaaS vendors, and coordinating with global shared service centers to fulfill SLAs.
• Application Operability & Knowledge Governance: Maintain up-to-date documentation bases, including inter-application flows and functional test cases, while organizing cross-functional follow-up meetings to anticipate software obsolescence and legal non-compliance.
• Deployment Coordination & Vendor Relations: Lead or contribute to application rollouts, define implementation procedures, verify target platform operational readiness, and manage related procurement requests, deployment KPIs, and invoicing verification.
• Financial & Functional Expertise Contribution: Provide technical and operational insights for budget forecasting, license maintenance, project cost estimates, and vendor SLA negotiations, while handling exceptional technical requests like specialized data extractions.

Requirements

• Technical Frameworks & Tooling Proficiency: Solid expertise in ITIL processes, quality assurance methodologies, and ticketing platforms, alongside familiarity with application management, test management, document management, and DevOps environments.
• Operational & Financial Acumen: Proven knowledge of basic IT architecture, functional business applications, and budgeting/forecasting processes within an international corporate environment.
• Collaborative & Multicultural Mindset: Strong interpersonal skills with a distinct customer-service orientation, the ability to prioritize tasks across diverse departments, and a track record of working autonomously within large, multicultural teams.
• Language Skills: Mandatory proficiency in French and professional fluency in English (both written and spoken) to seamlessly interact with worldwide stakeholders.