Service Delivery Manager - Global Support Specialist - Global Estimating Tool

Genesis Oil and Gas Consultants; Nanterre; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A global technology and engineering firm is seeking an L2 Global Support Specialist in Nanterre. You will provide critical support for the Estimating Value Assistant tool, ensuring efficient operations and user assistance. The position requires a degree in Estimating/Engineering or a related field, along with at least 10 years of experience in IT application or service delivery management. Strong troubleshooting, communication, and project management skills are essential. Join a collaborative environment that values innovation and professional growth.

Prestations

Learning opportunities at T.EN University

Supportive work environment

Qualifications

• At least 10 years as an IT Application Manager or IT Service Delivery Manager.
• Experience in troubleshooting application performance issues.
• Proven ability to manage stakeholders across multiple teams.

Responsabilités

• Provide functional and technical support for EVA.
• Monitor EVA’s performance and stability.
• Participate in User Acceptance Testing (UAT) before releases.

Connaissances

Troubleshooting application performance

Project management (Agile)

Effective communication

Problem-solving skills

User training

Coordination across teams

Formation

Degree in Estimating/Engineering and IT

Outils

SQL

ITSM tools (ServiceNow, Jira)

Description du poste

Be part of the solution at Technip Energies and embark on a one-of-a-kind journey. You will be helping to develop cutting-edge solutions to solve real-world energy problems.

We are currently seeking an L2 Global Support Specialist - Global Estimating tool, reporting directly to Digital Transformation Manager - Estimating in our Estimating team based in Nanterre, Paris, France.

About us

Technip Energies is a global technology and engineering powerhouse. With leadership positions in LNG, hydrogen, ethylene, sustainable chemistry, and CO2 management, we are contributing to the development of critical markets such as energy, energy derivatives, decarbonization, and circularity. Our complementary business segments, Technology, Products and Services (TPS) and Project Delivery, turn innovation into scalable and industrial reality.

Through collaboration and excellence in execution, our 17,000+ employees across 34 countries are fully committed to bridging prosperity with sustainability for a world designed to last

About the opportunity we offer

EVA (Estimating Value Assistant) is the Global Estimating Tool which is a critical application developed by T.EN to support and optimize the estimating process for Tender / Proposals & Contracts / Projects. It is designed to standardize, centralize, and enhance cost estimation activities, ensuring consistency, accuracy, and traceability across T.EN Business Projects. EVA plays a vital role in decision‑making and financial forecasting, making it a strategic tool for the company.

Given its importance, EVA contains highly confidential data, requiring a robust and responsive support structure to ensure smooth operations. The L2 Global Support role is essential to guarantee incident resolution, user assistance, system monitoring, and overall reliability of EVA in production environment.

This position focuses on providing functional and technical support, liaising between business key‑users (ambassadors), L1 Support, and L3 DigiTeam to facilitate issue resolution and continuous improvement.

• Incident & Problem Management
  • Provide functional and technical support for EVA.
  • Troubleshoot and analyze user‑reported issues, escalating to L3 when needed.
  • Document known issues, workarounds, and solutions in a knowledge base.
• User Support & Training
  • Assist L1 teams in communicating releases and new functionalities.
  • Prepare and update training materials for end users and internal teams.
  • Conduct knowledge transfer sessions to enhance user autonomy.
• System Monitoring & Maintenance
  • Monitor EVA’s performance and stability.
  • Validate functional and technical integrity after updates or deployments.
  • Contribute to system health monitoring dashboards.
• Release & Change Management
  • Participate in User Acceptance Testing (UAT) before releases.
  • Identify and track functional bugs during regression and functional testing.
  • Manage and execute test campaigns as an alpha tester.
  • Communicate release notes and new features to key users.
• Continuous Improvement & Knowledge Management
  • Gather user feedback and provide recommendations for improvements.
  • Support business analysis activities for process optimization.
  • Contribute to refining functional specifications and support plans.
• Collaboration & Governance
  • Work closely with Business, DigiTeam, and EVA Product stakeholders.
  • Act as a bridge between L1 and L3 Support teams for smooth issue resolution.
  • Provide regular reports on support activity and KPIs.

Starting Date: As soon as possible

About you

We love to hear from you and how you match with this position. To be successful in this mission you should consider the following requirements:

Qualifications

• Education: Degree in Estimating/Engineering and IT or a related field.
• Experience: at least 10 years as an IT Application Manager or IT Service Delivery Manager.
• Familiarity with software deployment processes and system updates.
• Ability to handle multiple tasks efficiently and prioritize workload effectively.
• Experience in troubleshooting application performance issues and identifying root causes.
• Experience in coordinating with multiple teams (business, IT, security) to ensure seamless application support.
• Strong initiative to find ways to improve solutions, systems, and processes.
• Problem‑solving, conflict‑resolution and decision‑making skills in a multi‑team context.
• Proven ability to manage stakeholders and communicate effectively across multiple teams.
• Experience in project management, specifically with Agile methodologies.
• Language: Read / Write / Comprehend / Speak English.

Nice to have

• Prior experience in Estimating solutions.
• Experience with SQL (for queries & application log analysis) and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Experience with debugging, performance profiling, optimization, tests automation.
• Agile certifications (e.g., Certified Scrum Master, SAFe Agilist).
• Experience in training users and managing documentation.
• Exposure to monitoring tools and performance optimization.
• 2-3 years of experience in L1/L2 support for enterprise applications.
• Understanding of IT service management (ITIL).

Your career with us

Working at Technip Energies is an inspiring journey, filled with groundbreaking projects and dynamic collaborations. Surrounded by diverse and talented individuals, you will feel welcomed, respected, and engaged. Enjoy a safe, caring environment where you can spark new ideas, reimagine the future, and lead change. As your career grows, you will benefit from learning opportunities at T.EN University, such as The Future Ready Program, and from the support of your manager through check‑in moments like the Mid‑Year Development Review, fostering continuous growth and development.

What’s next

Once receiving your application, our Talent Acquisition professionals will screen and match your profile against the role requirements. We ask for your patience as the team completes the volume of applications within a reasonable timeframe. Check your application progress periodically via personal account from the candidate profile during your application.

We invite you to get to know more about our company by visiting and following us on LinkedIn, Instagram, Facebook, X and YouTube for company updates.