As an IT Support Coordinator, you will be responsible for the implementation, execution, and constant improvement of the support model for Parfumerie Versailles as Level 1 and for the invoicing process as Level 2.Responsible for implementing and operating our support model based on Service Now, ensuring SLA compliance, updating the knowledge database, defining and executing improvement plans, excelling in the invoicing process and troubleshooting, and connecting with other areas to enable improvement plans.Responsible for overseeing our organization's IT Support. As a support coordinator, you'll be tasked with managing both human and technological resources to ensure that every problem, incident, or request is properly managed and that our invoicing process is working properly and improved by transformation projects in coordination with the IT ERP Service Manager. At the same time, you'll need to ensure your organization complies with proper rules and regulations.As a coordinator, you must be comfortable working with a wide range of other technical and functional professionals and providing direction when necessary. Also, this position is part of a global/regional IT team.KEY RESPONSIBILITIESManage all user requests by Service Now and ensure proper resolution according to SLAs.Must have a good understanding of Support models and Service Now. This normally includes:SLAsIncident managementP1sKnowledge base updates to improve serviceWell versed on invoicing processes end to end and troubleshooting.Responsible for establishing strong partnerships with vendors to set clear expectations. This includes:Establishing service level agreements (SLAs)Must be aware of the strategic direction of the organization as well as new technologies on the horizon.Put a strong monitoring system in place for operational KPIs.Regularly communicate what they are doing and how their work relates to the success of the organization.Knowledgeable of TV Screen setups, displays, and lighting setups for Points of Sales.Set and implement user access controls and identity and access management systems.Perform regular audits to ensure security practices are compliant.Desired knowledge on Fashion and Luxury goods technologies.Availability for occasional travel depending on needs of Points of Sales.What are we looking for?Advanced skills in English.Advanced knowledge on ITIL.Intermediate knowledge on Infrastructure Management.Advanced knowledge on Service Now.Advanced knowledge of the invoicing process.Advanced knowledge on Microsoft platforms.Good communication skills.BEHAVIORAL KNOWLEDGE AND SKILLSOrganization.Discipline.Teamwork.Emotional intelligence.Focus.Logical argument.Analytical skills.ACADEMIC EDUCATIONGraduation: IT Systems, Computer Science, or other areas in IT or Mathematics.EXPERIENCE2 years in IT Support.#J-18808-Ljbffr
