Job Description

Digital Support or Admin

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KEY EXPECTED ACHIEVEMENTS

Technical Support & Problem Solving

Delivers post-sales support and solutions to the customers, acting as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages after deployment : go-live / migration, implementation, day-to-day management, upgrade, patching, , etc.

Resolves technical questions regarding the use of and troubleshooting of the digital solution.

Finds the root cause of an application malfunction and develops action plans (patch application, configuration changes, work-around) and assist customer in test and implementation to address the issue.

Manages service request queues and works with team members to jointly resolve issues.

Performs assessments (functional, business process, technical, configuration, performance).

Escalates the issue to business or development teams if too severe to address

Researches product technical, functional and domain technology related areas and conduct knowledge transfer sessions for customers.

Maintenance & Evolutions

Performs the setup and debugging during the launch period.

Executes or provides stand-by assistance for maintenance window interventions.

Identifies potential issues: foresight to anticipate and address potential issues before they become issues.

Provides key feedbacks on the digital solution performance as well as needs for evolutions to improve users\xe2\x80\x99 experience

Specifies or upgrades solution parameters for a particular customer installation, aligned with DCAD prescriptions or local legal requirements.

Manages the changes, migrations and back-ups.

Updates operating documents.

Solution Administration & Daily Customer Service

Monitors data quality (see below), service level, user access and security.

Creates, updates and removes the user accounts, manages rights and accesses

Creates, updates and removes the contents of the digital solution

Set-ups the solution according to local specificities, if relevant

Solves users\xe2\x80\x99 issues and requests, provides advice and assistance or interfaces with customers and Support to manage escalations and lead resolution.

On-boards new (internal or external) users ensuring them a smooth onboarding process.

Delivers adhoc training/coaching aligned with defined learner competencies, needs, and/or outcomes

Updates user documentations (user guides...)

Contributes to the debriefing and evaluation of the digital solution

Data Management & Quality

Verifies accuracy and consistency of collected data/content before entering them

Enters data/content, ensuring data compliance and appropriate security protection

Applies methods and practices to manage the full life cycle of data from creation or acquisition to disposal

Control the quality of data related to own role, according to the defined framework

Conducts data/contents cleaning to rid the solution of old, unused, outdated, duplicate or incorrect data

Requests for data quality rules evolution in order to improve non-quality detection

Develops reports to check data fill and quality of information for key user information

Applies the policies and procedures for quality set by the organization.

Applies reaction standards to solve quality issues

Michelin