IT ServiceDesk specialist for Conga

Your Role and Responsibilities :
Working as IT ServiceDesk support on newly deployed application called Conga (Apttus). Conga is external application which is deployed as part of the biggest project in Q2C area - TSS Quest Volume. This deployment should long-term reduce over 150 local/global applications that are part of Q2C process - in CIO possession.

What do you need for success:
- Fluent English and French (mandatory) , Italian (advantage)
- High focus on customer satisfaction
- Excellent communication skills
- Analytical thinking
- SQL - basic
- Understand TSS contract management & business processes - advantage

Your Role and Responsibilities:
-1st & 2nd level issue management via the Jira ServiceDesk tool, perform primary problem determination/ issue reproduction, 'how to' tickets and handle offering related questions
- Provide/Update system availability/critical defect information in the Jira ServiceDesk customer portal
- Route more complex issues/tickets with all necessary pre-analysis to the Level 3 Support
- Follow up all outstanding requests directed to the Level 3
- Support & provide resolution progress and resolution outlook to end users via Jira ServiceDesk comment
- Involve Q2C Operations team in problem resolution if necessary (data issues)
- Support cut over/installation activities
- Perform application sanity checks
- Monitoring of overall systems performance (systems availability, response times, batch job processing
- Immediately inform Management (TSS/Q2C/CIO) about system problems, affecting the operation / out-of-line situations
- Engage respective squad (Devops/Common/Level 3 teams for problem resolution and follow-up until problem closure)
- Provide input for ASCA and other audits upon request
- Follow and support Disaster Recovery Processes