To be the first level contact with Key Users for daily exchanges (support, feedback) and regular planned meeting to discuss issues, gaps for continuous improvement.
Assisting for any data retrieve / migration or to plan, follow and make synthesis of User Acceptance Tests.Analyzing impacts, propose action plan and follow User Change Management in strong interaction with Project Manager and Key Users before and during deployment.
To insure technical admin tasks related to core-business applications : access, accounts creation.To communicate to users in case of applications changes (functional and / or technical) and any service interruption due to maintenance or issues.
To provide new user training.
To propose improvements in monitoring approach / methodology and set internal SLA to measure service level.To record issues in a systematic manner (Ticket system approach) and to review and analyze all tickets, resolves issues and propose action plan to decrease support cases.
To identify impact of any new information flow on User usual way of working and IS interfaces.To follow with Key Users and IS team punctual tasks and system evolutions.