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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product ownership and functional administration of customer support platforms, particularly Zendesk, while driving process improvements and automation. Possesses strong analytical skills and a customer-focused mindset to enhance service quality and stakeholder collaboration.
Highest-signal resume keywords
Product OwnershipFunctional Administration of ZendeskAgile MethodologiesSoftware Licensing KnowledgeCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalysisBacklog ManagementWorkflow AutomationApplication IntegrationAPIsSaaSCustomer SupportUser Acceptance TestingPerformance MonitoringLicensing Models
Soft Skills
Excellent CommunicationAnalytical MindsetProblem-SolvingSelf-MotivatedOrganizational Skills
Tools & Technologies
ZendeskServiceNowFreshdeskJira Service ManagementSalesforce
Industry Keywords
Information Systems TransformationCustomer SuccessGovernanceStakeholder ManagementService Quality
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead customer support and software licensing management platforms in the context of an information systems transformation
- Own the product vision and roadmap for Zendesk and 10Duke solutions
- Prioritize business needs with the Support, Customer Success, Product, and Sales teams
- Ensure process consistency and service quality across the platforms
- Oversee the functional administration of Zendesk and the licensing platform
- Evolve workflows, automations, business rules, and licensing models
- Identify opportunities for improvement, automation, and the use of AI
- Gather, analyze, and formalize business requirements
- Facilitate design workshops, manage the backlog, and coordinate user acceptance testing phases
- Support the gradual migration of legacy applications to the target platforms
- Monitor performance indicators and user satisfaction
- Lead governance with internal stakeholders and external partners
- Contribute to the continuous improvement of processes and tools
Requirements
What you’ll need- Higher education degree (Master’s level or equivalent) in computer science, information systems, business administration, or a related field
- At least 5 years of proven experience as a Product Owner, Business Analyst, Application Manager, or in a similar role
- Strong experience in the functional administration of critical business applications
- Proficiency in Agile methodologies and backlog management
- Experience with Zendesk or a comparable solution (ServiceNow, Freshdesk, Jira Service Management, etc.)
- Good understanding of software licensing, SaaS, and customer support environments
- Knowledge of APIs, application integrations, CRM systems (Salesforce is a plus), and IAM/SSO concepts
- Professional fluency in English
- Customer-focused mindset and strong service orientation
- Excellent communication and coordination skills
- Analytical mindset and a strong problem-solving approach
- Self-motivated, organized, and able to prioritize effectively
- Strong cross-functional leadership skills and the ability to bring together diverse stakeholders
Benefits
Comp & perks- Performance-based variable compensation
- Profit-sharing and incentive bonuses
- Vacation bonus
- Swile meal card
- Health insurance and disability/death benefits, fully covered by the company
- 75% reimbursement of public transportation costs or sustainable mobility allowance
- Access to Coline.care, a platform dedicated to workplace health and well-being
- Remote working policy
- Tailored support for your career development (career reviews, training, and internal mobility)
- A corporate foundation and our Linkmakers program: three charities to support each year
- A community of GreenMakers carrying out environmental initiatives throughout the year