Full time,
Application Support Agent senior
Join our dynamic team as a Senior Application Support Agent and make a real difference in the IT field!
Are you a technical support expert ready to take on new challenges in a dynamic environment? We are looking for a Senior Application Support Agent to join our team full-time and provide essential support for critical tools used for financial and administrative operations. If you enjoy solving complex problems, optimizing systems, and ensuring the smooth operation of IT processes, this position is for you!
About the Position:
As a Senior Application Support Agent, your mission will be to provide comprehensive support for vital tools such as:
- PF – Payment Factory (systems related to financial transactions)
- MIPS (mission management tools)
- PABS – Post Activity Beneficiaries Suite (management of beneficiaries after activity)
You will be on the front line to analyze and resolve incidents, while contributing to the continuous improvement of these critical systems. You will work closely with various internal teams to ensure the smooth operation of these key services.
Your Responsibilities:
- Technical Support: Resolve user requests, incidents, and questions by providing clear and effective responses.
- Problem Analysis: Perform root cause analyses (RCA) to identify problems and propose sustainable solutions.
- Collaboration: Work with development teams and system administrators to implement corrective actions.
- Incident Management: Track tickets and ensure incidents are resolved within agreed timelines.
- Testing: Participate in testing new releases and bug fixes.
- Documentation: Maintain up-to-date user manuals, FAQs, and wikis to provide optimal user support.
- Compliance with ITIL Best Practices: Apply ITIL standards for incident and problem management, ensuring comprehensive documentation.
Desired Profile:
- SQL Skills: Minimum of 3 years of experience with SQL and Oracle SQL Dev.
- PL/SQL Knowledge: Proficiency in PL/SQL to efficiently resolve issues and improve systems.
- Technical Support: Strong experience in technical support in a web environment.
- Problem-Solving Skills: Excellent analytical and problem-solving abilities, with a rapid adaptation capacity.
- Communication: Strong oral and written communication skills in English.
- ITIL Knowledge: Familiarity with ITIL processes, especially incident and problem management.
- Team Spirit: Comfortable working in an international and multicultural environment, able to collaborate effectively with diverse teams.
Additional Assets:
- Knowledge of Unix/Linux systems.
- Understanding of XML concepts.
- Experience with web APIs/Postman.
Why Join Us?
- Direct Impact: Contribute to the performance of essential systems for financial and administrative operations.
- Innovative Environment: Evolve in a dynamic and international environment that fosters collaboration and innovation.
- Development Opportunities: Access professional development opportunities and expand your technical skills.
- Work with Experts: Join a team of passionate professionals committed to delivering innovative solutions in application support.
Ready to Take on the Challenge?
If you are motivated to solve complex problems and work in an exciting IT environment, we would be delighted to meet you! Apply today to join our team and play a key role in ensuring the smooth operation of our essential systems.
Send us your CV and cover letter and start your adventure with us!
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