L2/L3 Expert–SaaS Procurement Platform

Nous recherchons pour l'un de nos clients secteur énergétique dans un contexte international un   L2/L3 Expert – SaaS Procurement Platform   sur la defense.

  L2/L3 Expert – SaaS Procurement Platform 

Provide senior-level technical and functional support (L2/L3) and act as interim Product Lead to ensure successful go-live, stabilization, and transition of the EPC Connect platform.

Key Responsibilities

 Support & Incident Management

• Resolve complex incidents (interfaces, integrations, data issues)
  
• Ensure ServiceNow (SNOW) ticket quality, prioritization, and SLA compliance
  
• Supervise and support internal L2 resources
  
• Define and enforce incident management processes and playbooks
  

L3 & SaaS Vendor Management

• Act as primary interface with Ivalua (SaaS provider)
  
• Manage escalation  
• Ensure end-to-end resolution and root cause analysis
  

Product Enhancement Ownership (Product Lead Role)

• Own and manage enhancement backlog
  
• Translate business requirements into functional/technical specifications
  
• Prioritize enhancements with business stakeholders
  
• Coordinate delivery with  Internal L2 teams and  SaaS provider (L3)

Go-Live & Hypercare Leadership

• Act as technical authority during go-live
  
• Lead incident resolution during hyper care phase
  
• Monitor: Incident backlog,  SLA performance, System stability KPIs
• Ensure rapid system stabilization

 Knowledge Transfer & Capability Build

• Train internal team members (L2 + future product owners)
  
• Develop:  Runbooks, Troubleshooting guides,  Documentation
• Ensure progressive handover before contract end
  

Key Deliverables

• Fully operational L2/L3 support model
  
• Documented incident playbooks & escalation procedures
  
• Managed enhancement backlog framework
  
• Go-live readiness and stabilization support
  
• Weekly reporting: Incident metrics, SLA compliance, Risks & escalations,
•  Knowledge transfer completion evidence

Expected Outcomes

• Stable September go-live with no major disruption
  
• Controlled incident backlog and SLA adherence
  
• Effective SaaS escalation handling
  
• Internal team able to:
  
• o Operate L2 support independently
  
• o Take over product ownership
  
• Reduced reliance on external support
  

Required Profile

•  8–12+ years in  SaaS application support (L2/L3) and  Procurement / Source-to-Pay platforms (Ivalua)
• Proven experience in:

• o Go-live and hyper-care environments
  
• o Critical incident management
  
• o Product Lead / Technical Lead roles
  

Technical Skills

Strong expertise in:

• Integrations (APIs, middleware)
  
• Data troubleshooting
  
• ServiceNow or similar tools
  
• Good understanding of:
  
• ERP / Procurement ecosystem
  

Soft Skills :

• Strong analytical & problem-solving skills
  
• Excellent stakeholder communication (Business + IT + Vendor)
  
• Ability to operate in high-pressure environments
  
• Coaching and mentoring mindset