Job Summary

This hybrid role seeks a Technical Lead with 3 to 7 years of experience in Service Desk Service Now and Service Desk App Support. The candidate will provide technical expertise streamline IT business support processes and ensure seamless service delivery while leveraging French language skills.

Responsibilities

Lead the resolution of complex technical issues related to Service Desk and Service Now applications to ensure uninterrupted business operations.
Oversee the implementation and optimization of Service Desk App Support tools to enhance user experience and operational efficiency.
Provide expert guidance to team members on best practices for Service Desk operations and Service Now configurations.
Collaborate with cross-functional teams to identify and address IT business support needs ensuring alignment with organizational goals.
Monitor system performance and proactively address potential issues to maintain high service availability and reliability.
Develop and maintain documentation for Service Desk processes Service Now workflows and App Support guidelines to ensure knowledge continuity.
Conduct regular training sessions for team members to enhance their technical skills and understanding of Service Desk tools.
Analyze user feedback and system data to identify areas for improvement and implement solutions to optimize service delivery.
Coordinate with stakeholders to gather requirements and design solutions that meet business needs while adhering to technical standards.
Ensure compliance with organizational policies and industry regulations in all Service Desk and Service Now operations.
Provide timely and accurate updates to management on project progress system performance and team activities.
Utilize French language skills to communicate effectively with stakeholders and users ensuring clarity and understanding in all interactions.
Drive innovation by exploring new technologies and methodologies to enhance Service Desk and IT business support capabilities.

Qualifications

Possess strong expertise in Service Desk operations Service Now platform and Service Desk App Support tools.
Demonstrate proficiency in IT business support processes and the ability to align technical solutions with organizational objectives.
Exhibit excellent communication skills in French including reading writing and speaking to facilitate effective collaboration.
Showcase problem-solving abilities and a proactive approach to identifying and addressing technical challenges.
Have a solid understanding of hybrid work models and the ability to adapt to dynamic work environments.
Display a commitment to continuous learning and staying updated on industry trends and advancements.

Certifications Required

ITIL Foundation Certification Service Now Certified System Administrator