Within the Europe IT Department, the Wholesale Excellence Center supports the Wholesale business lines—for our Fragrances & Beauty activities at CHANEL—in optimizing, ensuring the reliability, and enhancing the performance of IT tools (B2B applications, CRM, sales solutions, reporting, etc.).
In a context of digital transformation and high operational demands at CHANEL, the team is seeking an IT Support Apprentice to strengthen user support, improve the quality of IT services, and contribute to performance management within the domain.
MISSIONS
IT Support – Level 1 & Level 2
- Provide user support for Wholesale Europe IT applications (Fragrances & Beauty)
- Qualify, analyze, and handle incidents and requests (L1 / L2)
- Escalate complex incidents to L3 teams, software vendors, or partners
- Track tickets until resolution and ensure user communication
- Contribute to the continuous improvement of the support framework
User Support & Documentation
- Write and update operating procedures, user guides, and FAQs
- Structure and enrich the support knowledge base
- Participate in formalizing IT processes and best practices
Support Activity Analysis
- Analyze data from ticketing tools
- Identify recurring issues and areas for improvement
- Contribute to optimizing support workflows and quality
KPI and OKR Production
- Produce and maintain IT support performance indicators (KPIs)
- Contribute to defining and monitoring IT Wholesale domain OKRs
- Prepare summary reports for management
Quality & Testing (QA)
- Participate in functional testing campaigns during new releases
- Verify the compliance of changes in pre-production and production environments
- Report, track, and document anomalies
- Contribute to the continuous improvement of application quality
PROFILE
Soon to be graduated (Bac+5 / Master’s) from a university, engineering school, business school or specialized school in IT, information systems, or data
First experience in IT application support
Understanding of L1 / L2 / L3 support levels
Required experience with a low-code/no-code tool, ideally: Microsoft Power Platform (Power Apps, Power Automate) and/or Power BI
Comfortable with reporting and data analysis tools; experience with a ticketing tool (ServiceNow, Jira, or equivalent) appreciated
Excellent command of Excel is essential
You combine rigor, method, and organizational skills with excellent interpersonal abilities, allowing you to thrive in international environments.
Your service-oriented attitude, analytical mind, and intellectual curiosity make you an autonomous and proactive person, always ready to adapt and learn.
You are able to communicate in both English and French, written and spoken.
Location: Paris, 8th arrondissement
What CHANEL Can Offer You:
At CHANEL, we are committed to creating an inclusive culture that promotes personal growth and development while contributing to collective performance. We believe that the uniqueness of each individual helps to strengthen the diversity, complementarity, and effectiveness of our teams. We strongly encourage you to apply, as we place great importance on the experience and potential you could bring to the House of CHANEL.
French version :
Au sein de la Direction des Systèmes d’Information Europe de la Maison CHANEL , le Wholesale Excellence Center accompagne les métiers Wholesale – pour les activités Parfums & Beauté – dans l’optimisation, la fiabilité et la performance des outils IT (applications B2B, CRM, solutions de vente, reporting, etc.).
Dans un contexte de transformation digitale et d’exigence opérationnelle élevée au sein de CHANEL, l’équipe recherche un(e) Alternant(e) Support IT pour renforcer le support utilisateur, améliorer la qualité des services IT et contribuer au pilotage de la performance du domaine.
