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Biomérieux
- HR BUSINESS ANALYST
MARCY-L'ETOILE
2017 - maintenant
Support and challenge the information system evolution : provide inputs for initiatives (exploration of new functionalities…); Challenge and support the Business in describing their
functional needs (URS) ; Challenge and approve functional specifications (FRS); Sign-off technical documents completion, approve data model; Support risk analysis of the design; In
close relationship with the business, realize verification and support UAT; Support the deployment / release of the solution (including data migration); Realize training of key users (train
the trainer) on the new functionalities; Communicate about the evolutions to all stakeholders; Define support strategy and organization for new applications.
• Assist Service Manager to handle complex incidents and find solutions.
• Get involved in change requests to identify risks and testing level needed and when applicable, perform similar activities as for system evolutions.
• Define and implement bioMérieux standards: Define application development standards and guidelines and provide inputs to define the architecture strategy; Control that architecture
strategy is implemented through all projects and evolutions; Make sure roles and authorizations aspects are anticipated and defined according to security strategy.
• Perform strategic watching: Explore latest technologies to propose new solutions; Be available in case of business solicitation for exploratory initiatives (consulting).
• On some small projects, the Business Analyst might carry out project management activities : Appropriate project scope, goals, success criteria and deadlines defined in the initiative;
Follow-up project status in terms of planning, cost and quality; provide reporting and communicate to stakeholders; Lead the transfer of the project to the owners at the final step, and
check that it is clearly documented.
=> Typical Studies-Experience, Skills and Qualifications:
* Studies-Experience:
- Master level > 5 years of industry experience or equivalent experience in related industry.
* Skills and Qualifications:
- A seasoned professional having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
=> Scope and Resources Accountability, Typical Performance Indicators:
* Scope and Resources Accountability: Work is accomplished without considerable direction. Exerts significant latitude in determining objectives of assignment. Exercises judgment in
selecting methods, techniques and evaluation criteria for obtaining results. May coordinate the activities of other personnel. Serves as the primary liaison between IS and the business
units on large, important, and complex projects.
* Financial Indicators (revenue, budget, etc.): N/A
* Key Performance Indicators (KPIs): Service Performance in line with business expectations, planned strategic changes, change management. Adheres to project budgets and timelines.
Ensures projects meet requirements by analyzing the results of user acceptance testing.
* Key Contacts (internal/external) and Interfaces: Business representatives, IS Program Managers, Project Managers (IS and Business), IS Partners/vendors, Service Managers, other IS
departments.
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SOAPEOPLE
- Cloud Solution Architect
2015 - 2017
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SAP
- Customer Support Manager
Paris
2015 - 2015
Serving as an internal advocate for the customer and being responsible for overall customer satisfaction, renewal and reference-ability by providing a superior client experience.
The CSM role encompasses ongoing support/guidance, business strategy and transformation advice, and account oversight.
- Being a first point of contact for clients
- Driving the experience with the customers
- Making sure the right resources are assigned to full fill the customers' expectations
- Directly liaising with other departments: developers, system operations, design, consultancy and following up with the resolution
- Ensuring SLAs are met
- Demonstrating technical expertise
- Discussing with clients how they can best benefit of SuccessFactors services
- Identifying opportunities
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SAP
- Tier-3 Support Technical Resolution Analyst EMEA Succession Management & CDP expert
Paris
2012 - 2015
- troubleshoot complex issues & report bugs to engineering for resolution thru Jira Project Tracking system for successfactors modules : Employee Profile, Succession Planning (MDF position, Position, Role, Role-Person) , Development planning, Career Planning, Job Profile Builder
- intense weekly meetings with Tier2 Support team to provide quick next step to TOP-3 issues for each support agent
- mentoring sessions to increase product knowledge among support team
- knowledge management thru article, SAP JAM web articles, & distribution list
- crisis management (data recovery scenario in case of succession / Employee data loss)
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SuccessFactors
- EMEA Platinum Customer Success Advocate
Paris
2008 - 2011
Customer management on all product suite of Successfactors :
- Performance management & objective planning
- Compensation plannning
- Succession & Career Development Planning
- Calibration
- Recruiting
Escalation Management on Mega Customers (> 150 K employees)
Data Restoration Management
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NICE Systems
- Support Engineer EMEA
Neuilly-sur-seine
2007 - 2008
integrator for an voice/voip Recording solution provider : i travel all over EMEA to install and serve very demanding customers ( investment banks, call center, public safety)
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Electronic Group
- Telco Engineer
2004 - 2007
administration & management of a global VOIP Network of IVR applications in 15 countries
deployment of new sites remotely
development of IVR applications using Asterisk pbx
externalization of a 24/7 Support in Philippines to offer support in 12 countries in french, english and spanish
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Sopra Steria
- Support & Package Engineer
Paris
2003 - 2004
Package development for Web Applications IKOS based on Apache Tomcat (JAVA /J2EE)
Support Level 2 on web-based applications and client-server applications
Mass deployment of web applications on all consumer sites
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Esker
- Technical Support Engineer
Villeurbanne
2001 - 2003
Expert in Fax server applications, Document delivery server, terminal emulation
Support Level 2 for all reseller in EMEA area
Technical Training of resellers
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Esker
- Quality Insurance Engineer
Villeurbanne
2000 - 2001
position based in USA
Tests of new software versions
Design of test plans
administration and maintenance of all test platforms (NT,W2K,linux)
Archiving of test environment (Ghost)
virtualization of test environments (VmWare)
Technical Support Traineer for Ms Exchange and Lotus Notes
integration with Esker products
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Esker
- Technical Support Engineer
Villeurbanne
1998 - 1999
On the Phone Support Level 1 on emulations programs (using CRM )
Knowledge Base Management (adding, updating new cases)
Technical Training of Key partners and clients.
