Dans le cadre d'un renfort, Werin Group Digital recherche un(e) team leader support sur le périmètre Business Automation pour un de ses clients grand-compte.
Le client envisage un CDI à l'issue des 8 mois de prestation..., New! Démarquez-vous en passant des tests de personnalité gamifiés. Lancez-vous dès maintenant, en découvrant les trois tests disponibles gratuitement!
Under the responsibility of the support manager, you will be in charge of the operational
management of RUN Business Automation activities.
The team is currently composed of one support analyst. Implementation of dedicated support
for Business Automation activities is underway in collaboration with Build teams.
Operational follow-up
- Coordination of daily team activities
- Backlog and KPI monitoring
- Reporting alerts to the Support manager
- Proposed improvements (organization, processes, etc.)
Run Process improvement
- Ensure that SOP, WI, Knowledge base are up to date
- Coordination with the Build teams : participation in the planning, verification and realization of
deliveries in production
- Take an active part in cross-functional topics with other teams (Process & Quality team, L1, etc.)
- Backup of the Incident Manager for the P1 incidents on Business Automation scope
User experience improvement
- Proposal of Build and End-user actions to reduce incidents and problems (ITIL)
- Update and enrichment of the request catalog
- Testing the evolutions of the request catalog
Support activities
- Acknowledgement, analysis & resolution of Incidents, Requests, Changes and Problems in
compliance with ITIL best practices and KPIs.
- Identification of potential fixes & evolutions, coordination with Build & Expert Teams.
* Avoir le sens du service et des résultats
* Capacité à interagir avec tous les invervenants de l'IT et le métier
* Have good analytical
* Team-oriented
* A proactive, force of proposal approach
* Be rigorous
* Technical abilities on RPA or BAW or Power Platforms...
* 3 or more years of experience in IT environment and Support
* ITIL certification is a plus
Environnement de travail
Entreprise située proche du métro
Organisation : 3 jours en présentiel et 2 jours en en télétravail
Equipe dynamique et Responsable avec bon état d'esprit