Support referent - Speaker french

• 202505638

• Lisbon, Portugal

About Us

WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.
From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828.

Our WTW Regional Delivery Hub based in the heart of Lisbon - encompasses a strong global team of who deliver operational excellence through innovation and streamlined solutions every single day.

The Opportunity

In our "Corporate Risk and Broking" division, we empower companies to navigate the complexities of risk and insurance management. By aligning our strategies with our clients’ corporate goals, we create robust, cost-effective solutions that protect their businesses and fuel growth.

We are currently seeking an Application Support Lead for VEOS Motor Fleet within our Information Systems Department. As an expert in user support, you will report to the Head of the Motor Fleet domain.

What will you do?

• Operational management:
  • Monitor, prioritise, and resolve incidents, service requests, and support queries in line with expected quality standards and timelines.
  • Act as the escalation point for users.
  • Monitor tickets using the management tool (ServiceNow) and ensure appropriate handling.
• Team & Process Coordination
  • Organise and enhance collaboration methods within the support team (e.g., backlog tracking, balanced workload distribution) and support the development of team members’ skills.
• Continuous Improvement & Best Practices
  • Proactively contribute to the evolution of tools and the support model.
  • Assist in establishing performance indicators and activity reporting.
  • Formalise procedures, enrich the knowledge base, and contribute to the standardisation of best practices.
  • Handle the receipt, qualification, and resolution of incidents or requests related to VEOS Motor Fleet from users.
  • Escalate issues to Level 3 support and follow up on their resolution.
  • Analyse recurring incidents and recommend corrective or preventive actions.
• User Support & Functional Assistance
  • Support users in their day-to-day use of the application and address functional needs.
  • Document incidents, problems, and requests escalated to Level 3.
  • Participate in post-deployment testing during version upgrades or patch releases.
• Collaboration & Communication
  • Collaborate with internal technical teams and external providers to escalate and monitor complex incidents.
  • Oversee the interfaces between VEOS Motor Fleet and other internal business applications and external partners.

What You’ll Bring

• Educated to degree level in Computer Science or a related field (equivalent to Bachelor).
• Experience in an application support role involving the analysis and resolution of business application incidents, and at least 1 year as a support lead or team supervisor.
• Strong expertise in business management tools, as well as ticketing systems and collaborative management platforms.
• Excellent interpersonal skills, with a strong ability to communicate effectively and listen attentively.
• Good knowledge of SQL.
• Solid understanding and practical experience with ITIL processes, including Incident, Service Request, Support Request, Problem, and Change Management.
• Familiarity with ServiceNow (ITSM tool) is a plus.
• Good command of both French and English, spoken and written.

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey. Apply now and turn your potential into success with WTW!

WTW is an equal opportunity employer