For a client in the manufacturing sector, the role of the Application Support coordinator consists, in part, in managing day to day operations application support in order to keep the operations running smoothly all around the world. It also consists in working hand in hand with the PMO office to ensure seamless project deployments and transfer to operations. In this role, the expectations include the analysis and proposals for improvements of support and transfer processes, participation in the deployment of recommended solutions, change management with involved teams around the world, customer experience management and critical thinking.
Your future duties and responsibilities:
Coordinate day to day operations in order to keep operations running smoothly or bring them back up in a timely manner. Evaluate, propose and initiate application support process improvement initiatives;
Evaluate and propose change and release management process improvements;
Develop business relationships with CGI and third-party partners to maintain operations stability;
Review incidents under your sector’s responsibility with CGI and third-party partners to ensure efficient business communications and allow fast resolution;
Participate in the implementation of a new service desk tool to enable improved support processes and resolution time;
Limited Off-hours support (on call for emergency);
Develop and provide support in change management efforts regarding IS processes to the client users;
Build and maintain the internal business relationship network around the client;
Participate in negotiations for long term support contracts with third party partners;
Manage the project transfer to operation process for your sectors;
Support projects managers, Business Analysts and the business for all application support and transfer to operation queries;
Coordinate efficient communications throughout projects, incidents, emergencies, etc.
Required qualifications to be successful in this role:
Bachelor's degree in computer science, information systems or a related study, or equivalent project-related experience;
Minimum of 5 years of experience in Information Systems;
Good knowledge of ERP systems (Enterprise Resource Planning systems such as SAP). Salesforce.com is an asset;
Bilingualism (French, English), Spanish is an asset;
Experience in business relationship management and project management is an asset
Six Sigma green belt certification is an asset.
Critical competencies and personal characteristics
Strong analytical skills
Excellent communication skills
Very good judgment skills
Self-starter and autonomy
Strong innovation skills
Team player with leadership and collaborative skills to deal with cross-functional teams to ensure successful delivery of solutions.
Mobile Application Management
What you can expect from us:
Insights you can act on
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