À propos du poste

Nous recherchons un(e) Analyste support applicatif et assurance qualité pour rejoindre une équipe dynamique et contribuer à l'évolution d'une plateforme numérique essentielle aux opérations de l'entreprise. Vous serez responsable d'assurer un support applicatif de qualité auprès des utilisateurs tout en participant activement aux activités d'assurance qualité afin de garantir la stabilité, la performance et l'amélioration continue des applications. Ce rôle combine le support aux utilisateurs, l'analyse des incidents, les tests applicatifs et la collaboration avec les équipes de développement pour offrir une expérience utilisateur optimale.

Responsabilités

Offrir un support fonctionnel et technique aux utilisateurs en assurant un service rapide et professionnel. Analyser, prioriser et assurer le suivi des incidents et des demandes jusqu'à leur résolution. Effectuer l'analyse des problèmes récurrents et proposer des pistes d'amélioration. Produire et suivre les indicateurs de performance (KPIs) afin d'identifier les tendances et opportunités d'optimisation. Participer à la gestion des incidents majeurs et assurer le respect des niveaux de service (SLA). Collaborer avec les équipes de développement, d'infrastructure et d'affaires afin de résoudre efficacement les problèmes. Effectuer les validations après les mises en production afin de confirmer la stabilité de la plateforme. Participer aux activités d'assurance qualité et aux tests des nouvelles fonctionnalités. Contribuer à l'amélioration continue des processus de support et de qualité.

Exigences techniques

Solide maîtrise de SQL. Expérience avec des outils de gestion des incidents et des demandes (ServiceNow, Jira ou équivalent). Connaissance des environnements Web (HTTP, API REST, Postman, etc.). Expérience avec les plateformes de communication telles que Twilio et Mandrill. Expérience avec un outil d'automatisation des tests end-to-end (Ghost Inspector constitue un atout). Bonne compréhension des processus de tests fonctionnels et d'assurance qualité.

Profil recherché

Baccalauréat en technologies de l'information, administration des affaires ou domaine connexe. Bilinguisme français / anglais (oral et écrit). Excellentes capacités d'analyse et de résolution de problèmes. Sens du service à la clientèle et bonnes aptitudes en communication. Capacité à gérer plusieurs priorités dans un environnement dynamique. Esprit d'équipe, autonomie et rigueur. Intérêt marqué pour l'amélioration continue et l'optimisation des processus.

Atouts

Expérience en support applicatif de niveau 2. Connaissance des processus ITIL. Expérience en assurance qualité (QA) et validation post-déploiement. Expérience avec des outils d'automatisation des tests.

Ce que nous offrons

Poste permanent à temps plein. Mode de travail hybride (4 jours au bureau, 1 jour en télétravail). Programme complet d'assurances collectives dès l'embauche. Régime de retraite. Bonification annuelle. Opportunités de formation et de développement professionnel. Programme d'aide aux employés et à leur famille. Accès à la télémédecine. Rabais corporatifs auprès de différents partenaires. Environnement de travail collaboratif favorisant l'innovation et le développement des talents. Equal Opportunity Notice Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.

Virginia residents may access our state specific policies here.

Residents of all other states may access our policies here.

Canadian residents may access our policies in English here and in French here.

Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

· the individual's skill sets, experience and training;

· licensure and certification requirements;

· office location and other geographic considerations; and

· other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).