Contexte : Dans le cadre d'un projet Groupe à dimension internationale, nous recherchons un(e) Change Manager confirmé(e) / Senior pour définir, structurer et piloter la conduite du changement accompagnant le déploiement de la soluton choisie. Le projet prévoit 2 vagues de déploiement successives dans un environnement international. Le/la Change Manager travaillera en étroite collaboration avec l'équipe projet, les équipes IT et métiers, les sponsors, managers et relais locaux. Objectif principal : - Construire et piloter la stratégie de conduite du changement de My ID, puis la décliner et l'adapter aux deux vagues de déploiement afin de préparer les populations concernées, favoriser l'adhésion et sécuriser l'adoption de la solution. - L'objectif est de mettre en place une approche structurée, réutilisable et adaptable, en capitalisant sur les enseignements de la première vague pour optimiser la suivante. Missions principales : - Définir la stratégie et la feuille de route Change du projet. - Identifier les populations concernées, cartographier les parties prenantes et analyser les impacts. - Définir et piloter le dispositif d'accompagnement pour les 2 vagues de déploiement. - Construire et coordonner les plans de communication, formation et engagement des utilisateurs. - Mobiliser les sponsors, managers et relais locaux et leur fournir les outils nécessaires. - Mettre en place les dispositifs de feedback et traiter les résistances et irritants. - Mesurer la préparation et l'adoption à travers des KPI adaptés. - Réaliser le RETEX de chaque vague et adapter le dispositif en conséquence. - Alerter l'équipe projet sur les risques pouvant affecter l'adoption ou le déploiement. Principaux livrables : - Stratégie et roadmap de conduite du changement - Cartographie des parties prenantes et analyse des impacts - Plans Change des 2 vagues - Plans de communication et de formation - Kit de déploiement et kits managers / relais - Supports utilisateurs et FAQ - Tableau de bord des KPI de préparation et d'adoption - RETEX et recommandations d'amélioration
Suite à la refonte du système d'information de mon client, je suis en recherche d'un business analyst junior basé à Barcelone pour l'accompagner dans ce projet. Sous la supervision de votre responsable, le stream leader EDI et de votre référent métier, vous serez amené à accompagner les équipes métiers dans la mise en place de leurs nouveaux outils. Pour cela, il faudra effectuer le recueil du besoin, transcrire ce besoin aux équipes techniques, effectuer des tests et faire du change management auprès des métiers.
Nous recherchons un Service Delivery Manager pour rejoindre une équipe Infrastructure & Opérations et prendre en charge le pilotage des services IT dans un environnement Workplace Microsoft. Vous serez responsable de la qualité et de la continuité de service, avec un rôle transverse couvrant le Service Delivery, l'Incident Management et le Change Management. Vous piloterez un support N1 externalisé ainsi qu'une équipe interne et assurerez la coordination des différents acteurs techniques, métiers et fournisseurs. Vous interviendrez notamment sur la gestion des incidents majeurs , le pilotage des changements, le suivi des SLA et KPI, ainsi que l'amélioration continue des processus ITSM. L
Missions : -Gestion de crise : Prendre en charge les incidents majeurs de bout en bout, animer les cellules de crise et coordonner les équipes techniques (SAP, infra, réseaux, Cloud, applicatif). -Communication stratégique : Assurer un reporting clair et régulier auprès des parties prenantes (DSI, équipes métiers, direction). -Amélioration continue (ITIL v4) : Piloter les analyses post-mortem (RCA), suivre les plans d'actions préventives et contribuer aux processus Problem et Change Management. -Reporting & Gouvernance : Participer aux comités de pilotage, produire les KPI/tableaux de bord et veiller à la capitalisation des retours d'expérience (RETEX). Compétences & Stack recherchées : -MIM & ITSM : Expertise avérée en Major Incident Management et maîtrise des bonnes pratiques ITIL v4. -Outils ITSM & Reporting : Pratique solide de Jira ITSM et capacité à créer des dashboards sur Power BI. -Observabilité : Connaissance d'outils comme Splunk ou Datadog. -Culture technique : Compréhension des environnements SAP, des infrastructures On-Premise et des architectures Cloud.
Application Support Analyst 2 and 3Line Our Client an international company a looking to recruit an Application Support Analyst with experience of 2 and 3 line support. The main responsibility for providing day to day operational support for the Clients Application Portfolio, through the effective use and management of incident, requests and problems. You will be responsible for the regular monitoring and maintenance of the application portfolio. In addition you will provide appropriate SharePoint expertise, in terms of support, content management and development of sites, services and functionality. Responsibilities Provide 2 and 3 line support for the Clients application portfolio Monitor application systems, identifying performance trends and taking action when necessary to stop problems arising Liaise with 3 party suppliers, ensuring issues are escalated and dealt with as necessary and to SLA Manage all system access requests Own application/system documentation and the data repository that holds that information (i.e. SharePoint) Provide technical support to the application architect and project services as required for project deliverables Ensure that pro-formas are completed and submitted and track delivery Provide test support for new and enhanced systems/applications Responsible for Change Management process, ensuring that changes are managed, roll-back plans are in place and that they are appropriately scheduled and approved Owns Configuration Management process Responsible for scheduled maintenance and capacity planning Ensure that security, compliance and legislation is considered in all aspects of the role and associated processes Responsible for the development and maintenance of the Clients data warehouse Run reports and conduct analysis in-line with Business/Management requirements Responsible for the provision of performance information, ensuring timely, accurate reports are provided to the necessary parties Work with the Application Architect and Project Services to ensure that data/information analysis and reporting is considered in the development of new and enhanced systems design to ensure consideration is given to the linking, matching and cleansing of data across systems. Experience Proven experience working in 1 and 2 line support role Experience of working with ITIL processes within an organisation, in particular, incident, request, change and problem Management Experience working in a customer facing technical role Proven experience working with and managing 3 party suppliers Experience managing assets, both hardware and software Knowledge and understanding of the application portfolio Excellent team working and interpersonal communication skills Exceptional oral and written communication skills Good team player and collaborative Ability to work on own initiative and with minimal supervision Technical background in application support and maintenance The position will be based in Peterborough. The salary for this role will be in the range £35K - £40K. Please do send your CV to us in Word format along with your notice period and availability.
Project Manager with Salesforce – Central London Our Client is a global brand with the UK head office in Central London. They are now looking to recruit a seasoned Project Manager with at least 5 to 10 years experience as a Project Manager with experience of the full project life-cycle. Must have at least 3 to 5 years experience of working on Siebel or Salesforce projects. Experience as PM, Product Owner or Senior BA with an enterprise CRM package (preferably Siebel or Salesforce) is a MUST Experience as PM, Product Owner or Senior BA with an enterprise data warehouse and business intelligence tool (preferably Oracle products like OBIEE or Hyperion, or SAP Business Objects) is preferred Minimum Bachelor degree in IT or Business Minimum 5 years IT Project Management experience, preferably within Transformation Programme environment, ideally within the following sectors; Marketing, Creative, Information Technology or Fine Art Experience in Change Management delivery Experience in decommissioning legacy applications Strong business acumen Business planning, strategic prioritisation and pipeline management Highly organised and capable to operate in a multi-stakeholder, fast paced environment Exceptional written and oral communication skills - ability to conduct 'one on one' business as well to present in front of large, senior audiences International (ideally Global) business exposure Business English required; additional languages preferred Salary will be in the range £60K to £75K depending on expertise. Will be based in Central London. Please send your CV to us in Word format.
Project Manager with Siebel – Central London Our Client is a global brand with the UK head office in Central London. They are now looking to recruit a seasoned Project Manager with at least 5 to 10 years experience as a Project Manager with experience of the full project life-cycle. Must have at least 3 to 5 years experience of working on Siebel or Salesforce projects. Experience as PM, Product Owner or Senior BA with an enterprise CRM package (preferably Siebel or Salesforce) is a MUST Experience as PM, Product Owner or Senior BA with an enterprise data warehouse and business intelligence tool (preferably Oracle products like OBIEE or Hyperion, or SAP Business Objects) is preferred Minimum Bachelor degree in IT or Business Minimum 5 years IT Project Management experience, preferably within Transformation Programme environment, ideally within the following sectors; Marketing, Creative, Information Technology or Fine Art Experience in Change Management delivery Experience in decommissioning legacy applications Strong business acumen Business planning, strategic prioritisation and pipeline management Highly organised and capable to operate in a multi-stakeholder, fast paced environment Exceptional written and oral communication skills - ability to conduct 'one on one' business as well to present in front of large, senior audiences International (ideally Global) business exposure Business English required; additional languages preferred Salary will be in the range £70K to £75K depending on expertise. Will be based in Central London. Please send your CV to us in Word format.
Pour un grand acteur de la banque d'investissement, nous recherchons un(e) Business Analyst Senior / Expert Paiements pour accompagner un programme stratégique de transformation des paiements internationaux. 🎯 Objectif : intervenir sur les évolutions fonctionnelles et techniques des plateformes de paiement, de l'analyse des besoins jusqu'au déploiement et à l'accompagnement post-migration. 🚀 Vos missions ✔️ Analyser les besoins et les spécificités locales en coordination avec les équipes Program Management ✔️ Être le point de contact avec les différents régulateurs pour la collecte et l'analyse des données ✔️ Réaliser les analyses technico-fonctionnelles sur les paiements internationaux et HVP ✔️ Rédiger les spécifications et assurer le design fonctionnel des solutions par plateforme ✔️ Valider les solutions avec les équipes d'architecture fonctionnelle et technique ✔️ Définir la stratégie de tests, piloter les recettes et analyser les écarts ✔️ Préparer et accompagner les migrations, le Change Management, le TOM et les Runbooks ✔️ Assurer l'Aftercare / Hypercare après les déploiements
Nous recherchons un Major Incident Manager Senior pour piloter la gestion des incidents majeurs dans un environnement SI complexe et critique.MissionsPiloter les incidents majeurs de bout en bout. Animer les cellules de crise et coordonner les équipes techniques : SAP, infrastructure, réseaux, cloud, applications. Assurer la communication auprès de la DSI, des métiers et de la direction. Réaliser les RCA / post-mortem et suivre les plans d'actions correctifs et préventifs. Contribuer à l'amélioration continue des processus ITIL v4 : Incident, Problem et Change Management. Produire les reportings, KPI et tableaux de bord. Participer aux comités et assurer la documentation/capitalisation des incidents. Compétences recherchéesMajor Incident Management / Incident Management senior ITIL v4 Environnements SAP, infrastructure on-premise & Cloud Jira ITSM Splunk et/ou Datadog Power BI Coordination transverse et gestion de crise
Intervention au sein d'une équipe Corporate Banking sur une plateforme digitale de gestion du processus de crédit corporate, dans un environnement bancaire complexe et fortement réglementé. Compétences clés : Solide expérience en Business Analysis bancaire Bonne connaissance du crédit corporate / processus de crédit Expérience sur les problématiques de réconciliation et Market Facilities Analyse et cadrage des besoins métiers Rédaction de spécifications fonctionnelles détaillées Compréhension des interfaces, règles métier et flux de données Capacité à travailler dans des environnements intégrés avec systèmes bancaires, risque, data et reporting Tests & déploiement : Conception et exécution de tests fonctionnels Préparation et coordination des UAT Coordination des déploiements Suivi des anomalies et validation des solutions Gestion du Go-Live et de l'after-care Change Management : Communication auprès des utilisateurs Formation et accompagnement au changement Documentation fonctionnelle et technique Support post-production En résumé :
Dans ce cadre, la prestation consiste à contribuer à/aux : · Expertise fonctionnelle confirmée en termes de gestion de projet / Equipe IT en charge des applications fiscale. · Expertise sur les réglementations CRS/FATCA & la production de reporting fiscaux à destination d'une clientèle internationale. · Diverses évolutions sur les applications liées à la fiscalité. · Projets stratégiques d'évolution du système d'information. · Différentes analyses, support au développement, testing, documentation et change management associée. Les livrables attendus sont : · Mise en place de process de contrôles sur l'exhaustivité et la qualité des données aux regards des exigences réglementaire. · Contribution active à la veille réglementaire et l'indentification des impacts sur le système d'information. · Maintien et estimations des charges du backlog. · Amélioration continue du backlog, du produit et des practices. · Documents d'analyse technico-fonctionnelle. · Rédaction et exécution des plans de tests. · Support et investigation technique dans le cadre d'incidents. · Développements et évolutions techniques. · Assistance aux différents Utilisateurs et/ou Bénéficiaires.
Our Client is a retail technology software company. They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience. Key skills required: Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external. Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line. Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate. Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle. Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers. Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team! Essential Skills … At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry. Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise. Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar. Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications. Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus. Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment Based in Central London. The salary for this role will be £25K - £35K. Please send your CV to us in Word format.
Business Analyst – Milton Keynes Our Client is keen to recruit a seasoned Business Analyst with 5 to 8 years proven track record of working on projects with an understanding of the full project life-cycle. Must be able to demonstrate excellent business analysis skills coupled with excellent techniques and ideally with some methodology. Should be confident with the ability to work well the stake holders and to guide and lead them to successful end results. The following are some of the key points about this role: Must be able to analyse the structure of the business (integration between Marketing, Finance & Education) Identify how the business use technology and what their goals are in line with identified requirements. As-Is/To-Be process mapping Identify problems within the business relating, through data modelling techniques and process flows. Have the ability to streamline processes. You will have strong documentation management experience and skills. Communicate with senior people within the organisation. Align internal and external stakeholders of the benefits of new technology or strategies/requirements/processes. Part of this assignment will be to run workshops and training sessions in order to ensure that everyone is on board and understands the processes involved. You will have knowledge of some if not all of the following: Finance systems and integration – tailored around the education sector Marketing & admissions background YoY management of enrolled children/existing pupils Technology within education and use of VLE's Change management expertise The Client and the role is based in Milton Keynes and there will be some travel occasionally. The rate will be dependent on skills you bring to the assignment. Please do send your CV to us in Word format along with your availability.
