Application / Technical Support Engineer

Devoteam has been an international leader in digital strategy consulting, technological platforms, cybersecurity, and digital transformation for companies for 30 years.

Devoteam Tunisie, a subsidiary of Devoteam Group, has been generating value for over 15 years. Working at both the African and international scales, our team consists of more than 150 multidisciplinary consultants equipped with varied skills (digital transformation consultants, developers, project managers, data and cybersecurity experts) working on enriching and innovative projects.

Context:

You will join Devoteam to work with a major client in the cosmetics sector, which provides its international network with a digital platform dedicated to continuous training. This ecosystem brings together different educational contents intended to support the skill development of users. Your role will consist of ensuring the support and technical management of this environment, while contributing to its evolutions.

Role and responsibilities:

The position combines user support and technical contribution: Incident Management: Handling user tickets via ServiceNow (analysis, prioritization, N1/N2 resolution, escalation to development teams) and monitoring critical incidents. Functional Support: Accompanying users and participating in the training of new users if necessary. Technical Monitoring: Investigation of reported anomalies, participation in bug fixing, and implementation of patches. Documentation: Creation and updating of guides, procedures, and user manuals. Testing and Validation: Participation in functional test campaigns and writing test plans. Coordination: Communication with business and technical teams regarding incidents, releases, and new features. Technical Skills: SQL: simple queries for data verification and analysis .NET / C#: code reading and log analysis Azure: hosting and application environment HTML / JavaScript: basic notions for front-end analysis Postman / Swagger: API testing (asset) ServiceNow: incident and request management Behavioral Skills: Service mindset and customer orientation Rigor and methodology Adaptability and proactivity Excellent written and oral communication

Activity Breakdown: 70% Support / Incident Management 30% Technical Contribution / Patches

Bachelor's degree (Bac+3) in IT, Business Analysis, or a similar field Experience in application support (ideally on Docebo or another e-learning platform) - minimum 3 years Ability to analyze and prioritize tickets and to coordinate with developers for their resolution Good level of English to communicate with international teams

Want to showcase your expertise, develop your skills in a constantly evolving environment, and boost your career? Join the tribe!