Job Purpose

The purpose of this new position is to lead the Digital (Client Group) support squad handled by a Center of Service (Capgemini) and make sure that the service delivered is at the expected level.

Key accountabilities

The Digital Support Analyst is required to provide support for Business teams in leading the dedicated support squads handling the corresponding applications :

• Understand the functional around the various applications to help the Support squads in their day to day activities
• Communicate with the end users on system availability / future evolutions / incidents resolution ETA / organization changes / way of working
• Help the support squads in coordinating the work of the different IT teams to ensure the best level of support (especially with the desktop technicians, application managers or external counterparts)
• Ensure the change management and the relationship with end-users (through training, workshops, etc.)
• Control the KPI production and make sure that it is in line with the defined contractual SLAs
• Launch any required action plan to enhance the quality of service provided to the business teams

Education- Engineering degree or equivalent in IT (Master)

Experience - Experience 2-3 years in application support for Digital applications/ First experience in web developement

Knowledge and skills- Fluent in English and French (written and oral)- Functional knowledge of the internal client(s) business- Proven ability to produce high quality documents (user guides, procedures)- SQL, VBA, Tableau, Python, RPA- ITIL methodology applied to support

Personal skills - Excellent written and oral communication skills- Excellent interpersonal skills- Proactivity, autonomy, dynamism, good organization, rigor- Customer oriented