N2 Application Support Consultant - Fluent English (M/F)

FOKUS is a Digital Services Company (ESN) that belongs to its employees.

Joining us means participating in the development of a unique company model that reflects who we are!

An ESN that combines Human and Technologies.

A company that values the successes of its employees and makes their well-being an absolute priority.

Passionate teams participating in future technological evolutions.

If you want to change the ESN landscape, join us!

Be FOKUS(ed).

The position:

As part of a permanent contract (CDI) recruitment, we are looking for an N2 Application Support Consultant - Fluent English M/F to strengthen our "Consulting" excellence hub.

You will join a team of approximately 25 people based in Toulouse, dedicated to the development and support of an Electronic Document Management (GED) solution.

You will work on a solution covering a wide scope, specifically dedicated to the production and operation of technical documentation. The solution is used by industrial clients, particularly in environments with high stakes for availability and reactivity.

The position is mainly structured around client technical support, project supervision, and driving product evolutions in an AGILE environment.

In this capacity, your missions are as follows:

• Provide N1/N2 support, analyze and reproduce incidents, and then follow anomalies through to resolution
• Handle functional and technical issues for a solution customized by client, identify workarounds, and support users
• Intervene on technical environments: GitLab configuration files, Jenkins builds, internal tests, and validation of fixes
• Create and track tickets with development teams and coordinate various stakeholders until anomaly resolution
• Maintain direct contact with clients and participate in steering meetings to present KPIs, improvements, and request tracking
• Support sales teams in pre-sales and participate in demonstrations for prospects and clients
• Contribute to support improvement: optimization of Jira Service Management, updating the knowledge base, creating FAQs, and thinking around a chatbot
• Support new clients in implementing the tool: customization, deployment, and user training
• Participate in projects for the evolution and improvement of the solution, in collaboration with technical and functional teams

Technical environment: Atlassian suite (Jira, Jira Service Management), JQL, SQL, GitLab, Jenkins, CI/CD, and containerized environments

2 days of remote work per week are possible for this position following an onboarding period of approximately 1 month.

Occasional travel to client sites is to be expected (approximately once a month depending on needs).

Profile sought:

A graduate of a computer science program at BAC+3/5 level, you have significant experience of at least approximately 5 years in an application support position.

Your mastery of the Atlassian suite (Jira, Confluence, JSM) and XML is indispensable.

You are comfortable with the functional administration of Jira, notably user rights management, dashboard creation, workflow configuration, and the use of JQL queries. A good understanding of SQL queries is appreciated.

Fluency in English is indispensable for this position to allow you to converse with interlocutors abroad.

Knowledge of the CI/CD environment (Jenkins, GitLab, Docker) and document engineering issues (GED, S1000D, ATA, DITA) are necessary for this position.

Ideally, you understand the principles of branch, merge, and environment management in GitLab/Jenkins as well as containerized environments.

You possess a solid technical culture allowing you to understand code issues, manipulate Jenkins/GitLab, and interact effectively with development teams.

Your ability to adapt, your ease in facilitating meetings, as well as your taste for challenge and technological excellence are indispensable qualities for this position.

Your common sense and your appetite for meeting user needs are indispensable qualities for this position.

If you wish to join a human team working on a large-scale project and you want to join an innovative ESN, APPLY!