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 Défense.

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

• 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

• 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:

• Go-live and hyper-care environments
• Critical incident management
• 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