Kahina S.

- Management of support requests and assistance for internal and external users (business users, operational staff, suppliers, and VI clients) via the Service Desk tool

- Incident management, SLA compliance, and communication coordination across various channels, from detection to resolution

- Facilitation and participation in meetings to monitor anomalies and evolutions with stakeholders of CRM, Invoice Share, and Supplier Atlas tools

- Identification of pain points and recommendation of solutions during the weekly team meeting (SAM)

- Development of reports for KPI monitoring (Power BI)

- Creation of an email template file to answer recurring questions and optimize communication with users

- Contribution to the improvement of Service Desk contact forms, specifically for business applications

- Execution of batch processes for data updates (Control M)

- Management of authorizations across all VI business applications

- Training and support of new hires

- Identification and analysis of problems and ensuring their resolution within deadlines using Openshift logs, Kibana

- Management of support requests and assistance for clients, Bpifrance employees, banking and regional partners via the Zendesk ticketing tool

- Anticipation and detection of latent and recurring problems through the update of internal and external user guides

- Organization and participation in incident follow-up meetings

- Establishment of the emergency unit in collaboration with the Incident Manager

- Communication on scheduled downtimes and malfunctions to users and employees via the banking application's admin space

- Organization of weekly meetings for incident monitoring, collection, and escalation of evolution requests to the feature team

- Proposal and implementation of solutions to improve N2 support and overall user experience

- Enrichment of the support knowledge base by capitalizing on topics covered with Notion and Stonly tools

- Recruitment and support of new hires

- Execution of queries on Sqldev for business teams for reporting purposes

- Assignment of access rights to applications in the Bpifrance repository

- Performance of end-to-end functional and non-regression tests on low environments (MOE/MOA)

- Requirements gathering and expression

- Participation and facilitation of ceremonies: Participation in Poker planning for objective story estimation, Sprint monitoring and support for the DEV Team,

- Participation in various committees and ceremonies (Testing Committee, Sprint Retrospective, and Sprint Demo)

- Performance of GUI functional, compatibility, and non-regression testing

- Insertion and execution of test cases in the HP/ALM tool

- Anomaly management under JIRA

- Writing user guides and training materials

- Providing level 1 application support

- Organization of ad-hoc training sessions for users

- Incident management with the JIRA tool