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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’ 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’ 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