Job Description : Your tasks: User guidance and support (by video/chat/phone sessions or emails) regarding the use of premises information systems / ICT tools. Categorize and prioritize incoming tickets and users' requests, escalate where needed. Follow-up of related incidents, of any user's requests and bug reports. Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base. Conception and organization of user documentation for information systems and/or Service support procedures. Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution. Follow-up of service quality in the context of incident, problem and impediment management. Requirements University degree in IT or relevant discipline, combined with minimum 3 years of relevant working experience in IT. Proven knowledge in end user assistance and support of information systems. Good knowledge of ITIL. Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana). Knowledge of wiki, collaborative sites and social networks and office automation tools. Work experience with SAP, and Oracle would be considered an asset. ITIL foundation certification would be a strong asset. Excellent command of the English language, good understanding of French would be an asset.