QA Support Specialist

Job Description

Our client is a financial holding company and a leading investment group in the insurance and reinsurance fields, with a footprint spanning 45 countries across Europe, the Middle East, Africa, and Asia.

Currently our client is looking for an QA support specialist who will refer to a manager at the Digital Solution’s department.

Key Responsibilities:

. Own and manage the end-to-end operation of the IT ticketing system supporting internal teams and affiliated entities across digital initiatives.
• Ensure proper logging, prioritization, categorization, and resolution of incidents and service requests across various digital projects.
• Monitor ticket queues, response times, and resolution timelines to ensure compliance with defined SLAs.
• Act as the main escalation point for complex or critical issues impacting medical operations or digital initiatives.
• Ensure consistent documentation of issues, resolutions, and workarounds within the ticketing system.
• Coordinate with internal technology teams, vendors, and third-party providers for issue resolution.
• Define and enforce standard operating procedures for IT support and service delivery across digital products and projects.

Qualifications & Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 5 years of experience in IT support, service desk, or application support roles.
• Strong understanding of ITIL-based support processes (Incident, Problem, and Request Management).
• Basic knowledge of SQL (Structured Query Language).
• Strong sense of ownership, accountability, and customer focus.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Ability to produce clear and structured operational and performance reports.
• Fluency in both French and English.