Bonjour, Je suis à la recherche d’un Application support analyst WMS Reflex pour un de mes clients basés en Occitanie : IT Application Support analyst is in charge of handling incidents, problems, service requests, and SLA management, for specific accounts in his/her scope of responsibilities. Tasks : Incident Mgt Analyse, sort and prioritizes the incidents. Assign to the relevant level 3 (Editor/Vendor, Developer, Infra, EDI, Partner ). Communicate to the requester the evolution of the incident in a proactive way.
Manage the incident process to meet the SLA requirements. Organize the escalation. Produce REX documents (Post Mortem) to trace all chronology of events on major incidents. Problem Management Coordinate the Root cause analysis, at least on all major incidents and recurrent ones.
Follow-up on the results with the IT Management/Key operational contacts. Service request Handle all service request within the agreed SLA. Assign and follow-up with Subject Matter Expert when relevant. SLA Measure SLA by category.
Report SLA to Application Support Manager. Report SLA to usual operational Contacts / Stakeholders. Set-up action plan to improve SLAs. Implement and document standard operating procedures.
Manage the relationship with each country Helpdesk. Manage the relationship with software editors Helpdesk. Requirements: Good knowledge on WMS Reflex SQL, requests Ticketing + SLA English fluent Location: Occitanie Long-term Asap start-up If you are interested in this opportunity, send me your CV at with your contact details by reminding the reference 6908, or contact me directly at + XXX XX XX XX XX! See you soon !