IT Ops Specialist

OverviewJoin Pigment: The AI Platform Redefining Business Planning Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time. Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario. With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we\'ve raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software. At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you\'re driven by innovation and ready to make an impact at scale, we’d love to hear from you.As an IT Ops Specialist, you are a key point of contact for employees, supporting users both remotely and on-site. You are the friendly, reliable face of IT, helping teams stay productive while preserving company interests such as security, data protection and operational reliability.Your mission is to ensure IT support not only keeps pace with business growth but scales intelligently. Support is the foundation of the role, but beyond resolving requests, you are expected to continuously improve how the Support and IT Run operate. By combining technical skills, empathy and a strong sense of ownership, you help build a support experience that grows sustainably with the company. You work in a modern, cloud-first environment, supporting devices, internal tools, onboarding, and daily IT operations. The role is mostly on-site, as Paris is our main office. Occasional remote work is possible, in coordination with the IT team and operational needs.Your MissionsIT Support & Run OwnershipProvide day-to-day IT support for employees, covering office services, devices, accesses, SaaS tools and general IT requestsOwn user requests end-to-end, from investigation to resolution, with a strong focus on reactivity, clear communication and accurate answersConduct proper technical investigations before escalation, including system checks, configuration reviews, access verification and log analysis when relevantEnsure tickets are well-categorized, regularly updated and resolved efficiently, prioritizing user impact and long-term quality rather than simple closureEscalate issues only when necessary, with clear context and documented investigationOrganize backup and handover with the rest of the IT team when needed to ensure continuity of support and recurring Run activities (ex: Weekly All Hands setup)Keep the IT support backlog clean, monitored, and actionableSupport Tools, Documentation & ScaleMaster the administration of the IT support platform (Freshservice) to continuously improve G&A operations, covering workflows, forms, automations, reporting and usage guidelinesMaintain clear, up-to-date ticketing tool documentation and a shared knowledge baseEnable ticketing tool users (IT and other teams) on proper usage, improving request quality and documentation based on real questionsAnalyze ticket data to identify recurring requests and reduce volume through documentation, self-service, automation, AI-based answers and optimizations for efficient resolutionDay-to-Day IT OperationsManage onboarding and offboarding activities, including device inventory, stock management, account and access setup, onboarding sessionsStay aware of IT continuous changes (automations, new tools, etc) to anticipate access needs and support impactAssist with basic IT tools administration tasks, including identity and device managementCollaborate with other departments for an efficient IT Run, like the People team for onboarding/offboarding, the Workplace team for on-site events, office projects and daily operational needs, the Security team for requests approval, common processes improvementsDrive continuous improvement by suggesting, testing and implementing ideas to enhance the overall user experience and IT efficiencyContribute to IT projects, including automation and AI initiatives in supportWithin the First 3 MonthsReach full autonomy on the IT Run, owning the support flow end-to-end without constant supervision and very limited escalationDemonstrate strong reactivity, ownership, organization and effective backup coordinationDeliver clear, actionable reporting on recurring issues and top user requestsBuild a data-driven support optimization plan, focused on documentation and Support tool improvements, including AI/self-service and process simplificationWhat We’re Looking ForStrong problem-solving and reasoning skills, with the ability to investigate issues end-to-end and know when to ask questionsAutonomous, rigorous, and humble mindset; able to take ownership while learning from feedbackClear, calm and service-oriented communicatorYou’re eager to learn and happy to propose new ideas that improve how things are doneIt’s a strong plus if you haveExperience with macOS, Windows (including basic commands) and SaaS tools such as Google Workspace, Slack, and ZoomFamiliarity with ticketing tools (Freshservice is a strong plus)Good understanding of security best practices and IAM/MDM conceptsInterest in automation and AI-driven supportComfort working in English; French is a plusWe conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.What you will getCompetitive salaryEquityThe best health insurance with Alan Blue entirely free for you and your familyTrust and flexible working hours #J-18808-Ljbffr