CSM Expert (Soutien Métier)

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KEY RESPONSIBILITES

 Provide support to teams

Provides operational support for areas of work methods by integrating the “how to do” with tools

Actively supports customer relationship programmes, for example, can follow-up new IT and Network CSM during customer meetings

Contributes to the definition and implementation of local procedures

Disseminates or even set-up the information media presenting the evolutions of associated processes and IS

Ensures compliance with good practices

Diagnoses and identifies the need for skill development in relation to team managers

Ensure the implementation of training

Appropriates, adapts and even designs training materials

Deliver initial and local trainings for team members

Continuous training programmes for process evolutions (and IS associated in synergy with the Key User)

Individual training and coaching for people requiring support / specific tutoring (in agreement with team managers)

Detecting malfunctions and needs for improvement

Detects and qualifies the malfunctions of working method, processes, transmits them to the concerned parties for support (problem management, process managers, etc…)

Provides feedback to teams with managers

Transverse activities

Participates in local or national events with Service Client process leaders

Contributes to information or work meetings under the supervision of process or SLM / SIE managers for the business activities for which he is responsible

 SKILLS AND REQUIREMENTS

Degrees in the following fields are considered:

- Business and related areas;

- Information technology

- Any other related

- ITIL V3 Foundation (optional)

- Certified from any other professional body (optional)

Knowledge of IT and Network – Security (Unified Defense, WPS), Cloud Computing (Share Cloud solutions) and Business VPN solutions (BVPN EU, Gallery)

Customer orientation approach

Leadership skills

Pedagogy

Interpersonal skills that will enable the candidate to work with people at all levels.

Problem-solving and negotiation skills

Good time-keeping skills to enable effective management of training schedules

Personal commitment to improving own knowledge and skills.