Principal Business Operations Analyst I

SBS; Courbevoie; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

74Software, affiliated with Axway and SBS, is seeking a Senior Global IT Helpdesk Coordinator to lead and streamline IT support operations across regions worldwide. The role requires ITSM expertise, ITIL knowledge, and strong leadership to enhance global service delivery.

The candidate will manage global ITSM platforms, design workflows, and mentor regional leads while collaborating with infrastructure, security, and application teams.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 10+ years of IT helpdesk experience, with at least 3 years in a senior or global coordination role.
• Proven experience managing and configuring ITSM tools (ServiceNow, Jira, or similar).
• Experience in using chatbots and AI tools.
• Strong understanding of ITIL framework and global service delivery models.
• Excellent communication and leadership skills with experience in multicultural environments.

Responsabilités

• Global Helpdesk Oversight: coordinate and monitor IT support activities across regions and time zones.
• ITSM Tool Management: administer and optimize ITSM platforms for global operations; design workflows and dashboards.
• Process Standardization & Improvement: develop global policies and drive performance metrics.
• Team Leadership & Collaboration: mentor regional leads and ensure consistent training.
• Reporting & Communication: provide regular global performance reports to IT leadership and align with business stakeholders.

Connaissances

Global coordination

IT service management

ITIL

Leadership

Multicultural communication

Chatbots & AI tools

Formation

Bachelor’s degree in IT/CS or related field

Outils

ServiceNow

Jira Service Management

Service Anywhere

Description du poste

Position Overview

English Version

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Senior Global IT Helpdesk Coordinator.

Our new Senior Global IT Helpdesk Coordinator will lead and streamline IT support operations across multiple regions. This role requires strong expertise in managing IT Service Management (ITSM) tools and ensuring consistent, high-quality service delivery worldwide. The ideal candidate will combine technical proficiency, process optimization skills, and leadership capabilities to enhance the global IT support experience.

Responsibilities

Global Helpdesk Oversight

• Coordinateand monitor IT support activities across multiple time zones and regions.
• Ensure adherence to global SLAs and service standards.
• Act as the escalation point for complex technical and process-related issues.

ITSM Tool Management

• Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management, Service Anywhere) for global operations.
• Design andimplement workflows, automation, and reporting dashboards to improve efficiency.
• Maintain compliance with ITIL best practices across all service processes.

Process Standardization & Improvement

• Develop and enforce global helpdesk policies and procedures.
• Analyze performance metrics and implement continuous improvement initiatives.

Team Leadership & Collaboration

• Mentor regional helpdesk leads and ensure consistent training on ITSM processes.
• Collaborate with infrastructure, security, and application teams to resolve systemic issues.

Reporting & Communication

• Provide regular global performance reports and insights to senior IT leadership.
• Act as a liaison between IT support and business stakeholders to ensure alignment.

Qualifications

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 10+ years of IT helpdesk experience, with at least 3 years in a senior or global coordination role.
• Proven experience managing and configuring ITSM tools (ServiceNow, Jira, or similar).
• Experience in using chatbots and AI tools
• Strong understanding of ITIL framework and global service delivery models.
• Excellent communication and leadership skills with experience in multicultural environments.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience with automation and scripting for ITSM workflows.
• Familiarity with cloud environments (Azure, AWS)
• Multilingual capabilities are a plus.

Company Overview

74Software, affiliated with Axway and SBS,together, we deliver secure, mission-critical software that powers a data-driven world.Independently operated leaders with decades of proven expertise.From secure integration and API solutions to cloud-based banking platforms, we help global organizations and financial institutions thrive.

For more than 25 years, Axway has helped major brands and government agencies worldwide with trusted solutions in Managed File Transfer (MFT), B2B integration, APIs, and Financial Accounting Hub products. SBS empowers banks and financial institutions to reimagine the future with a composable, cloud-based architecture supporting deposits, lending, compliance, payments, consumer finance, and asset finance operations across the globe.

Why 74Software?

We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle,so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global cultureperks.

French Version

Bien plus qu'un emploi, une opportunité de construire, évoluer et avoir un réel impact !

Rejoignez notre équipe en tant que Responsable de la Coordination du Support IT Global.

Nous recherchons un(e) professionnel(le) expérimenté(e) pour piloter et structurer les opérations de support IT à l’échelle mondiale, sur plusieurs régions et fuseaux horaires. Ce poste requiert une forte expertise des outils IT Service Management (ITSM) et la capacité à garantir un niveau de service élevé et homogène à l’échelle internationale.Le/la candidat(e) idéal(e) combine expertise technique, optimisation des processus et leadership afin d’améliorer l’expérience globale du support IT.

Pilotage Global du Helpdesk

• Coordonner et superviser les activités de support IT sur plusieurs régions et fuseaux horaires.
• Garantir le respect des SLA globaux et des standards de service.
• Agir comme point d’escalade pour les incidents techniques ou organisationnels complexes.

Gestion des outils ITSM

• Administrer et optimiser les plateformes ITSM (ex. ServiceNow, Jira Service Management, Service Anywhere) pour un usage global.
• Concevoir et déployer des workflows, automatisations et tableaux de bord afin d’améliorer l’efficacité opérationnelle.
• Veiller au respect des bonnes pratiques ITIL sur l’ensemble des processus de service.

Standardisation & Amélioration Continue

• Définir et appliquer des politiques et procédures globales de support IT.
• Analyser les indicateurs de performance et piloter des initiatives d’amélioration continue.

Leadership & Collaboration

• Accompagner et coacher les responsables helpdesk régionaux, en assurant une formation homogène aux processus ITSM.
• Collaborer avec les équipes infrastructure, sécurité et applicatives pour résoudre les problématiques systémiques.

Reporting & Communication

• Fournir des reportings globaux réguliers et des analyses à destination du leadership IT.
• Jouer un rôle d’interface entre le support IT et les équipes métiers afin d’assurer un alignement constant.

Qualifications requises

• Bac+3/5 en Informatique, Systèmes d’Information ou domaine connexe (ou expérience équivalente).
• 10+ ans d’expérience en support IT / helpdesk, dont au moins 3 ans dans un rôle senior ou de coordination globale.
• Expérience confirmée dans la gestion et la configuration d’outils ITSM (ServiceNow, Jira ou équivalent).
• Expérience dans l’utilisation de chatbots et d’outils d’IA pour le support IT.
• Solide compréhension du framework ITIL et des modèles de services globaux.
• Excellentes compétences en communication et leadership, dans des environnements multiculturels.

Qualifications appréciées

• Certification ITIL Foundation ou supérieure.
• Expérience en automatisation et scripting pour les workflows ITSM.
• Connaissance des environnements cloud (Azure, AWS).
• La maîtrise de plusieurs langues est un atout.

Présentation de l’entreprise

74Software, affilié à Axway et Sopra Banking Software, regroupe des leaders indépendants proposant des logiciels sécurisés et critiques, au cœur d’un monde piloté par la donnée.De l’intégration sécurisée et des solutions API aux plateformes bancaires cloud, nous accompagnons les grandes organisations et institutions financières à l’échelle mondiale.

Depuis plus de 25 ans, Axway accompagne des marques majeures et des organismes publics avec des solutions reconnues en Managed File Transfer (MFT), intégration B2B, APIs et Financial Accounting Hub.Sopra Banking Software permet aux banques et institutions financières de réinventer leur avenir grâce à une architecture composable et cloud, couvrant les dépôts, le crédit, le conformité, les paiements, le financement à la consommation et le financement d’actifs à l’échelle mondiale.

Pourquoi rejoindre 74Software ?

Nous valorisons la diversité des parcours et des expériences, convaincus que nos collaborateurs sont notre plus grande force. Rejoindre 74Software, c’est intégrer un environnement où vous pouvez vous épanouir, évoluer et avoir un impact concret.

Nous proposons des avantages attractifs pour soutenir votre santé, votre développement et votre équilibre de vie : couverture santé, dispositifs de retraite, congés payés, flexibilité du travail, développement de carrière, rémunération compétitive et avantages liés à notre culture internationale.

Equal Opportunity Employer

We are committed toprovidingequal opportunities and ensuring a fair and inclusive recruitment process.We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.

Company Overview

74Software, affiliated with Axway and SBS,together, we deliver secure, mission-critical software that powers a data-driven world.Independently operated leaders with decades of proven expertise.From secure integration and API solutions to cloud-based banking platforms, we help global organizations and financial institutions thrive.

For more than 25 years, Axway has helped major brands and government agencies worldwide with trusted solutions in Managed File Transfer (MFT), B2B integration, APIs, and Financial Accounting Hub products. SBS empowers banks and financial institutions to reimagine the future with a composable, cloud-based architecture supporting deposits, lending, compliance, payments, consumer finance, and asset finance operations across the globe.

Why 74Software?

We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle,so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global cultureperks.

Equal Opportunity Employer

We are committed toprovidingequal opportunities and ensuring a fair and inclusive recruitment process.We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.