About This Role
This role involves supporting users and ensuring the smooth operation and evolution of business applications, particularly Salesforce. You will be the primary contact for users, contributing to the quality of application services within a dynamic environment.
Responsibilities
- Handle user incidents and requests
- Track requests using a ticketing tool
- Support users in application usage
- Diagnose functional anomalies
- Analyze incident causes and ensure their resolution or escalation
- Monitor incidents until full resolution
- Act as the primary contact for business teams
- Gather, qualify, and analyze needs
- Ensure clear communication on request tracking and resolution
- Perform functional tests during corrections or application evolutions
- Participate in validating fixes before production deployment
- Identify and report any anomalies
- Understand business needs and translate them into functional requirements
- Identify areas for application improvement
- Propose evolutions and contribute to the continuous improvement of tools and processes
- Write and update procedures
- Design functional guides and user support materials
- Capitalize on incidents and provided solutions
- Provide functional support for Salesforce
- Perform light configuration of the Salesforce solution
- Coordinate with technical teams and/or service providers
- Support users on tool evolutions
Requirements
- First experience in application support, application project management, or functional analysis
- Comfortable interacting with users and understanding their issues to provide appropriate solutions
- Strong analytical and problem-solving skills
- Service-oriented and pedagogical approach
- Rigorous in tracking incidents and requests
- Ability to communicate with various stakeholders
- Autonomous and proactive
- Interest in business tools and applications
Important Details
- Team: Reinforcement of existing teams
