Lead Service Analyst- Planisware & Customer Support

• The CSO One Steering is responsible for ensuring effective communication about the product’s lifecycle to users. It communicates the main information concerning the One Steering product and captures their key requests.

• RUN:

• Coordination and communication around the run activities of the ONE STEERING product applications (PYRAMID, SG ONE STEERING ANALYTICS, SG ONE STEERING WEBPORTAL, GPC)
• Facilitation of run governance instances in relation with user entities (one quarterly meeting for each entity (GCOO, GBIS, MIBS))
• Production review and ONE STEERING KPIs (PYRAMID, SG ONE STEERING ANALYTICS, SG ONE STEERING WEBPORTAL, GPC)
• Participation in product management governance by providing user support feedback (participation in PMT) – Facilitation of the quarterly summary
• Participation in production monitoring meetings (Pyramid weekly, GPC/Reporting tools weekly)
• Facilitation of the major incident resolution follow-up meeting Critical Issue Board (weekly)
• Management of release communication (ensuring communications are issued by support and understandable by users) in connection with the different deliverables and showcases

• CRISIS MANAGEMENT:

• Analyze issues and establish action plans
• Follow up on action plans and analyze results and KPIs

• IMPROVEMENTS ON THE ONE STEERING PRODUCT:

• Improvement of run processes: Support, release, problem management, communication to users (make improvements visible) – Organize a review in preparation for the quarterly meeting with the business including Datalake & GPC and including a continuous improvement process for the entire product (run processes, user support, monitoring, deployment, communication)
• Implementation of the continuous improvement plan with support
• Identify optimization opportunities for low value-added activities (e.g., user creation)
• Identify optimization opportunities for batch processing
• Performance analysis and implementation of an action plan with the software vendor if necessary
• Analysis of services provided to users to improve their satisfaction (gather user feedback)
• Study what would be relevant to implement to get this feedback regularly (annually)
• Improve overall communication around the One Steering product and the new value brought by the latest releases
• Implementation of communication to users (automated lists, outages, communication templates, One Steering landing page, SharePoint, etc.) in collaboration with the POs

• DELIVERY – Supporting the POs, the CSO may intervene if needed in the following activities:

• Support the PM and POs if necessary to define the vision to be shared in PMT for prioritization
• Attend demos to validate the alignment between needs and what has been developed
• Contribute to ER meetings CM and PPM to advise ERs if needed – currently optional
• Contribute to Backlog grooming RMTM & PPM for topics in which the CSO is involved
• Assist in enriching monitoring and data quality (e.g., data quality Engine Data, chain monitoring, etc.)

• Skills required :
• Be able to communicate clearly on complex subjects
• Have some solid basements on Project Management
• Be available for users in case of escalation
• Be organized and be able to coordinate 

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