Incident Manager French & English

Company Description

Everience is an international consulting group delivering AI-augmented digital services. It combines expertise in digital transformation, artificial intelligence and data-based value creation, enabling companies to harness the potential of AI to support their businesses.

With a 4,000-strong workforce across 18 locations in France and around the world, the group helps its clients to transform their user experience and to secure and leverage their data, devising new applications and co-creating the businesses of tomorrow.

Everience places the augmented employee at the heart of its approach, in accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace.

Our ambition is to build our future in an "symbiotic age" where AI enhances human capabilities, and technology sustainably supports business performance and the aspirations of individuals.

Job Description

Main responsibilities of the roles are:

• To analyse data extracted from ITSM (ServiceNow), whether already transformed (PowerBI, Excel, ServiceNow reports) or in raw form.
• To identify blocking points and improvement opportunities in the way end-user support is delivered - not only within the company's perimeter, but with a global view across all support teams.
• To identify potential candidates for Shift Left, Self-Help, or automation initiatives.
• To control and monitor support teams' backlogs, raising alerts on issues such as ping-pong tickets, aging tickets, or recurrent bottlenecks.
• To liaise with support teams to understand how they operate and to detect possible improvements in ITSM workflows, communication, and processes.
• To collaborate with Everience Romania Knowledge Managers to highlight knowledge gaps or improvement areas that could lead to a higher resolution rate for company's support teams acting within this scope.
• To prepare and draft PowerPoint presentations for customer meetings, reporting, or governance sessions.

Qualifications

• Knowledge of French (min. B1 level) and English (min. B2 level).
• Experience with ServiceNow reporting and ticket handling.
• Intermediate Excel knowledge.
• Strong analytical skills.
• Basic Power BI knowledge is considered a plus.

Additional Information

What we offer:

• Competitive salary
• Performance bonus
• Expense account for holidays
• Meal tickets and gift vouchers
• Training opportunities
• Regina Maria medical package
• Extra vacation days
• Fruits on the house

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All our positions are open to people with disabilities