Technical Support PM: User Community & Incident Management

Keoni; France; Remote; EUR 45,000 - 65,000; Full time

Job summary

Keoni Consulting seeks a Project Manager (Technical Support) to coordinate User Community Monitoring, Incident Management, and Projects. You will bridge user communities with IT, collect incidents and feedback, qualify issues, and escalate to security or SOP teams, ensuring timely action and clear communication.

You will organize regular meetings, track backlogs, and contribute to production changes, shaping how the user base experiences our digital workplace.

Qualifications

• Experience in coordinating user communities with IT teams.
• Ability to collect, qualify and escalate incidents and pain points.
• Strong communication and cross-functional coordination skills.

Responsibilities

• Identify and maintain business contacts; organize regular meetings.
• Collect incidents, needs and feedback; qualify issues before escalation.
• Monitor backlogs, provide visibility on ongoing issues, and escalate when needed.

Skills

Workstation

MS 365

Windows 11

Network telephony

ServiceNow

JIRA

Planner

Incident analysis

Community management

User communication

Synthesis

Cross-functional coordination

Explain technical topics

Tools

ServiceNow

JIRA

Planner

Ticketing tools

Job description

Keoni Consulting seeks a Project Manager (Technical Support) to coordinate User Community Monitoring, Incident Management, and Projects. You will bridge user communities with IT, collect incidents and feedback, qualify issues, and escalate to security or SOP teams, ensuring timely action and clear communication.

You will organize regular meetings, track backlogs, and contribute to production changes, shaping how the user base experiences our digital workplace.