Glondu Elsy

A. Scoping, design, and delivery of evolutions on the Salesforce CRM:

• - Scope: Provident Agent (A2P)

- Study of the existing system and expression of needs (facilitation of business workshops) - Transform business needs into simple and realistic functional solutions - Writing functional specifications, user stories - Facilitation and monitoring of project Kanban (Agile rituals): from scoping to delivery of features in production, management and prioritization of the backlog of evolution requests - Management and coordination of the project team's activity (Developers, Testers, Ops)

B. Ensure the alignment of product quality with user needs and requirements

- Challenge the business on requested features and their contribution to business improvement to aid prioritization. - Challenge the technical team on the sustainability and validity of proposed technical solutions in relation to future business evolutions. - Challenge the test team on the test strategy and scope to ensure the best possible quality level - - Participation in testing. - Support and training for RUN teams after production deployment: development of operating procedures for users

A. Coordination and monitoring of Level 2 Salesforce requests

• - Scope: General Agents (AGA) and Provident Agents (A2P)

- Analysis and processing of the user request portfolio: anomalies, pain points, and prioritization of evolution requests - Management and oversight of Level 1 Salesforce telephone support - Facilitation of communication with Feature Teams (PO, Salesforce Dev, Business)

- Training and coaching of new QDS Salesforce entrants

B. Uphold service quality commitments to the tribe

- Define and guarantee service quality commitments, indicator analysis, and reporting - Incident management: opening, participation in resolution conferences, communication to business teams, post-mortems - Reporting, facilitation of quality committees - Change management for existing processes - Promote the deployment of new tools (following deliveries) and the development of good tool practices - Administration of CRM CABs to approve the deployment of evolutions into production

A. Project Management

- Consolidation and management of the project portfolio (prioritization, budget monitoring, data validation) - Progress tracking and mapping - Project coordination with Project Managers and Business Relationship Managers - Analysis and budget estimations of various projects and arbitration on continuity

B. Structuring and optimization of existing processes

- Inventory of the 250 ongoing projects at SGTS France - Implementation of reporting for project steering committees - Creation of a time tracking process for ongoing projects