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IT Support Analyst/Engineer with Level 1 and Level 2 Role Description This full-time IT Support Analyst/Engineer role covers both Level 1 and Level 2 support and is offered on a hybrid basis, with work primarily in London and some work from home flexibility. Day-to-day responsibilities include handling incoming support tickets, responding to user queries, and providing first-line technical assistance for hardware, software, and network issues. The role also involves performing more advanced second-line diagnostics, resolving complex incidents, escalating problems when required, and updating documentation and knowledge bases. The IT Support Analyst/Engineer will install and configure systems, manage user accounts and access permissions, monitor system performance, and assist with routine maintenance tasks and upgrades. Collaboration with other IT team members and clear communication with non-technical users are key aspects of the position. Qualifications · Candidates should possess strong Technical Support and Information Technology skills, including experience with common operating systems, hardware, and business applications. · Candidates should possess solid Analytical Skills and Troubleshooting abilities to diagnose issues, identify root causes, and deliver effective solutions. · Candidates should possess clear and professional Communication skills, with the ability to explain technical concepts to users at different levels of technical understanding. · Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials are beneficial, along with experience in Level 1 and Level 2 support environments. · Ability to work in a hybrid setting, manage priorities in a busy service desk environment, and maintain a customer-focused, inclusive approach when supporting diverse user groups. For this position you will have at least 5 years experience in IT as an IT Support Engineer with 1st and 2nd Level support experience - ideally in the Banking/Financial industry. In-depth knowledge of and troubleshooting experience with Windows, Office applications and conferencing applications. Responsible for the support and maintenance of the IT infrastructure and to provide IT support to staff and other group colleagues. To assist in the response to service outages and other IT related problems as well as maintenance and upkeep of for security of the systems in place. · To provide IT Support and assistance to the branch's staff in a timely manner. · Responsible for the maintenance of the IT infrastructure of the Branch by providing first & Second line support of software, hardware and networking that includes installation, configuration and troubleshooting. Support endpoint security standards (antivirus/firewall/patching/two-factor authentication). · Provide day to day support to the Admin and HR function to cover: joiners/leavers/movers process, CCTV & Paxton Card Access. · Assist the IT Manager in delivering various IT related projects by managing the day to day operational aspects of such projects. · End User Computing support for all staff. (eg Install, configure, and maintain desktops, laptops, printers, Phones/Mobiles and other IT equipment.) · Networking Fundamentals – DNS, DHCP, TCP/IP, and LAN/WAN. · Good understanding of cybersecurity measures · Coordinator between the London Users and Group IT Security on all requests for systems access and to ensure that such permissions are provided promptly, are regularly updated and that the Group Access Matrix Protocol is followed at all times. · Preserve the Assets of the Office by implementing Disaster Recovery and back up procedures and ensuring that the standards comply with Group requirements. · Provide IT support to ensure the smooth running of daily and periodic reports for the London Compliance team to ensure adherence to the Anti Money Laundering Provisions. · Undertake Data Extraction for reporting requirements for all the other stakeholders at the branch. · To hold Administrator function for some of the systems housed at the Office. Responsible for the granting of access and maintenance of system matrixOverall networking equipment monitoring (ie Network Switches, Firewall and other appliances) and support inclusive of the server room. · To plan and carry out maintenance checks to ensure IT Operations, infrastructures are running smoothly and ensure daily routine task completeness. · Manage inventory of computers, network equipment including tracking of purchased equipment and services. · To maintain and ensure that the BCP site is always ready for continuous bank operations · Important Business Services - IBS owner is to ensure the resilience of the IBS they are responsible for (Ensure appropriate RCSAs, CETs, KRIs are in place to monitor procedures and controls within their units) · Assist the HOD/Manager with implementing/putting in place, any applicable training/guidance/SOPs to staff relating to cyber security & operational resilience. · To maintain the branch Avaya IP Office Phone system and to ensure that the recording system is always up and running at all times. · To perform monthly infrastructure test and report for Risk Assessment. · Manage Incident Handling procedure (This includes monitoring as well as post-incident follow up). · Respond to IT service requests and incidents in a timely manner, prioritizing based on business impact, especially for critical banking functionsSupport the Branch operations as and when needed and any other tasks assigned by Management of the Branch. Data Integrity and Compliance Operationalize data strategy and communicate to the Data Owner or the Management any changes in their BAU requirements which involve data. · To ensure all data worked on and or/shared with internal/external clients are accurate, compliant and maintained in accordance with Company's data quality standards. · Handle all data in strict alignment with the General data protection Regulations (GDPR) principles. · Keep track of documents created by the team. · Escalate any suspected data breaches or privacy issues to the DPO promptly and without delays. · Ensuring any data sharing requests are discussed with HOD/DPO so that prior authorization is given and follows GDPR / department's SOPs. · Collaborate with DPO on data Protection Impact Assessment when introducing new systems or processes to ensure privacy risks are mitigated at the outset. Technical Skills Required - Proficient in common operating systems (Windows 11 and Linux, Server 2016 and later) - Providing AV support for branches - Software proficiency – O365, Onedrive, Teams, Sharepoint, Bloomberg, FXT, SEP, SEE, ME Endpoint Protection, Murex, Swift, 1AML, SIBS, GFMS, COP, Refinitiv, Syncovery, SQL Server, Paxton, VBR, VRO and VeeamOne - Proficient in Imaging windows machines, image creation & management, GPO, and AD - Networking Fundamentals – DNS, DHCP, TCP/IP, and LAN/WAN. - Good understanding of Vmware; ESXI, vSphere, vCenter, Fortigate Firewalls, Cisco Switches - Good understanding of patching practices and troubleshooting - Install, configure, and maintain desktops, laptops, printers, Phones/Mobiles and other IT equipment. - AV support (conference phones, Logitech meeting room solutions etc.) - Proficient in programming languages - Project management - Data analysis and reporting Bachelor or Master's degree or professional qualification in relevant discipline (IT/Information Systems/Computer Science/Technology/Programming/Information Science/System Engineering/Computing) This is a 5 days in the office role in Central London. The contract duration is 3 months. The daily rate will depend upon experience. Do send your CV to us in Word format along with your daily rate and availability.

Technicien proximité/support N1/N2 H/F - Nantes Contexte Experis recherche un Technicien proximité/support N1/N2 H/F pour intervenir au sein d'un environnement utilisateur exigeant et multi-sites. Vous rejoignez une équipe en charge du support de proximité, de la préparation des équipements informatiques et mobiles, ainsi que de l'administration courante des environnements Microsoft. Poste à pourvoir fin septembre. Vos missions Préparation et déploiement des équipements Installation et préparation de postes de travail Windows. Déploiement d'images système et vérification des logiciels métiers. Emballage, expédition et installation physique des équipements. Gestion du stock et suivi du matériel informatique. Gestion des terminaux mobiles Préparation et configuration de smartphones Android et iPhone. Enrôlement des appareils via Microsoft Intune. Mise à jour des systèmes d'exploitation mobiles. Attribution et gestion des lignes de téléphonie mobile. Support utilisateurs Niveaux 1 et 2 Réception et traitement des sollicitations utilisateurs par téléphone et outils de ticketing. Diagnostic, qualification et résolution des incidents matériels et logiciels. Gestion des demandes courantes et suivi du backlog. Escalade des incidents complexes vers les équipes concernées. Administration des comptes et accès Création, modification et désactivation des comptes utilisateurs. Réinitialisation des mots de passe. Gestion des groupes de sécurité et des droits d'accès. Attribution des licences Microsoft 365. Création et gestion des boîtes mail. Maintenance et gestion du parc Diagnostic des pannes matérielles. Coordination avec les constructeurs (HP, Dell) pour les interventions techniques. Ajout ou remplacement de composants matériels. Suivi du cycle de vie des équipements. Gestion des données et documentation Restauration de fichiers via Veeam. Rédaction et mise à jour de la documentation technique et fonctionnelle. Contribution à l'amélioration continue des procédures de support.

Vos missions : -Conception & Architecture : Analyser et challenger les besoins métiers, élaborer la conception technique et contribuer activement aux choix d'architecture applicative. -Développement Full Stack : Concevoir, développer et faire évoluer les applications en C# / .NET et Angular. -Qualité & Déploiement : Garantir la qualité du code (tests unitaires/intégration), piloter la livraison (recette, mise en production) et rédiger la documentation technique et fonctionnelle. -Run & Amélioration continue : Assurer le support applicatif de niveau 2/3, la maintenance corrective/évolutive et la résolution des incidents. -Innovation IA : Participer au prototypage et à l'intégration de briques d'IA générative sur l'écosystème financier. Stack technique : -Technologies : C# / .NET Core, Angular, SQL Server, APIs REST -Cloud & Architecture : Azure, Design Patterns, Architecture orientée services (SOA/Microservices) -Bonus / Innovation IA : Python, LangGraph, Azure OpenAI / LLMs, IA générative, MongoDB

Viveris is a consulting and engineering group specialised in management and implementation of projects in the fields of IT and embedded systems. Joining with Viveris is the assurance of meeting technical and human challenges while working on innovative projects in a collaborative and supportive environment. Purpose of the job : As part of our development in the railway field, we are looking for a systems engineer. As a System Engineer, you are integrated into our client's project engineering team and are responsible for the definition, verification, validation and integration of subsystems (Doors, Brakes, etc.) Your responsibilities : - Write system specifications - Write system testing and validation plans and verify coverage of specification requirements - Participate in the review and review of specification and design documents - Perform test procedures and analyse the results obtained - Manage the relationship between the customer and internal teams (design, development, validation, integration, deployment, customer service...)

Job title: Security Architect Location: Hybrid - London or Manchester Contract Length: 12 months Sector: Public Sector The Role We are looking for an experienced Security Architect to support a major transformation programme involving a large-scale legacy application. The Security Architect will be responsible for designing and defining security architecture for the programme, maintaining security documentation, and developing reusable security architecture patterns. You will work closely with architecture, engineering and security teams to ensure appropriate security controls are embedded into designs at an early stage of the development lifecycle. Key Responsibilities * Create and design security architecture for the programme. * Develop and maintain security architecture documentation. * Define and develop reusable security architecture patterns. * Review high-level architecture designs to ensure appropriate security controls are embedded early in the development lifecycle. * Work with Security teams to define enterprise security patterns. * Ensure high-level solution architecture designs align with relevant security standards and architectural principles. * Identify security and architectural gaps through risk assessment. * Document residual security risks and provide clear remediation paths. * Work collaboratively with architects, engineers and wider programme stakeholders throughout the design and build phases. * Provide security architecture input across simultaneous high-level and low-level design activities. Programme Background The programme is focused on the transformation of a significant legacy application containing an extensive COBOL codebase. Business processes within the existing COBOL codebase are inadequately documented, creating challenges in supporting the system, debugging issues, training support teams and accommodating new requirements. Following an initial feasibility exercise, a refactoring approach was proposed. The programme subsequently moved into a design and analysis phase to analyse the existing COBOL code, create a high-level design and scope the first wave of the delivery plan. The programme is now in the build phase, with the first wave of build activity completed, while high- and low-level design continues across the remaining features. Key Experience The successful Security Architect should be able to demonstrate experience in: * Security architecture within complex enterprise environments. * Reviewing high-level solution and architecture designs. * Embedding security controls throughout the development lifecycle. * Developing security architecture patterns and standards. * Security risk assessment and identification of architectural gaps. * Documenting residual risks and defining remediation approaches. * Producing and maintaining security architecture documentation. * Working effectively with security, architecture and engineering stakeholders. * Supporting complex transformation, modernisation or legacy-system programmes. Experience working with legacy applications, COBOL environments or large-scale application refactoring programmes would be advantageous. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Contexte de la mission: Dans le cadre du renforcement de nos activités en systèmes embarqués et environnements industriels à fortes contraintes techniques, nous recherchons un Développeur Logiciel Embarqué.Vous participerez au développement de logiciels temps réel intégrés dans des systèmes électroniques complexes, où la fiabilité et l'optimisation sont essentielles. Vos responsabilités: Vous serez en charge de: - Développer les logiciels embarqués en C/C++ - Analyser et traduire les exigences fonctionnelles en spécifications techniques - Participer à l'architecture logicielle et aux revues de conception - Rédiger la documentation technique - Réaliser les tests unitaires, d'intégration et les validations sur banc - Contribuer à l'intégration système - Collaborer avec les équipes logiciel, validation, système et électronique - Assurer la gestion de configuration et le suivi des changements (Git)

🌟 Quel sera votre poste ? 🌟 Dans le cadre de notre développement, nous recherchons pour l'un de nos clients à Angers (49), un Développeur .Net / Responsable d'applications H/F. Démarrage : ASAP Lieu : Angers (49) Télétravail : Possible après intégration à hauteur de 2 jours de TT/semaine possibles Contrats : Ouvert à tous types de contrats (indep, portage, CDI) Mission longue 👉 Contexte client : Au sein de la DSI de notre client, et tant que Développeur .Net / Responsable d'applications H/F, vos missions seront : Développer et faire évoluer les applications internes Assurer la maintenance et le bon fonctionnement des applications Accompagner les utilisateurs (conseil, recueil des besoins, formation) Coordonner les échanges avec les éditeurs, prestataires et équipes de la DSI Animer le suivi des évolutions et garantir la qualité des livrables Assurer le support applicatif de niveau 2 et 3 et le traitement des incidents Maintenir une expertise sur les outils et applications de votre périmètre Environnements: .Net / PowerBuilder / SQL / PL/SQL / Business Objects (BO)

Pour un client défense, nous recherchons 2 consultants data bilingues anglais de minimum 7 ans d'expérience. Contrôle élémentaire (FICE) à prévoir. PROFIL HABILITABLE OBLIGATOIRE La mission est à Malakoff, avec des déplacements à prévoir, notamment à Massy. Démarrage tout début septembre. Le programme termine le 31.07.2027. Le calendrier du process étant très serré, merci d'envoyer les profils jeudi au plus tard. Tâches : - Qlik Replicate: Replication tasks (Source: SAP, Destination: Snowflake) - Snowflake: Medallion structure (Bronze: Raw, Silver: Core, Gold: Published) - Matillion: Data transformation tasks between Snowflake layers - Other data tools (Alteryx, Tableau, SAP Business Objects): Alteryx flows reading snowflake to publish Alteryx yxdb and Tableau data sets SAP Business Objects / BW reports distributed directly to end users via email. Répartition estimée des tâches : - Snowflake: 50% - Qlik Replicate: 15% - Matillion: 25% - Other data tools: 10% Mandatory skills - Qlik, Snowflake,Matillion Desired - SAP BO Bonus - Alteryx, Tableau

Job title: HR Analyst Contract: 12-Month Fixed-Term Contract Location: London (Hybrid) Overview We are seeking an experienced HR Analyst to join our team on a one-year contract based in London. This is an excellent opportunity for a detail-oriented professional with strong HR operational knowledge and analytical skills to support the review, optimisation, and documentation of HR policies and processes. The successful candidate will work closely with HR, business stakeholders, and project teams to analyse current HR practices, gather requirements, facilitate workshops, and ensure policies and procedures are accurately documented and aligned with business objectives. Key Responsibilities * Analyse and review existing HR policies, procedures, and operational processes. * Conduct process mapping activities to identify inefficiencies, risks, and opportunities for improvement. * Gather and document business and stakeholder requirements relating to HR processes and policies. * Facilitate workshops and stakeholder sessions to capture requirements and validate proposed solutions. * Review, validate, and maintain HR-related content, documentation, and process materials. * Interpret HR data and provide insights to support decision-making and process enhancements. * Produce clear and comprehensive documentation, including process flows, requirements documents, and operational procedures. * Engage with stakeholders across HR and the wider business to ensure alignment and successful delivery of objectives. * Support change initiatives and continuous improvement activities within the HR function. Essential Skills & Experience * Strong experience in HR policy analysis and review. * Proven experience with process mapping and process improvement methodologies. * Good understanding of HR operations and core HR processes. * Experience conducting content review and validation. * Strong requirements gathering and business analysis skills. * Experience facilitating workshops with multiple stakeholder groups. * Ability to interpret and analyse data to identify trends and recommendations. * Excellent documentation and written communication skills. * Strong stakeholder engagement and relationship management experience. * Ability to work independently and manage multiple priorities within a fast-paced environment. Desirable Skills * Experience working within HR transformation, change, or continuous improvement programmes. * Familiarity with HR systems and related technologies. * Previous experience within a large or complex organisational environment. What We're Looking For The ideal candidate will be a proactive and collaborative HR professional who combines strong analytical capability with excellent communication skills. You will be comfortable working with stakeholders at all levels, translating business requirements into clear documentation, and driving improvements across HR processes and policies. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Senior Azure Data Engineer Thatcham (Hybrid, Minimum 2 Days Per Week Onsite) Commutable from Reading, Basingstoke, Newbury, Andover and surrounding areas. Up to £67,000 + 10% Non-Contributory Pension + 29 Days Holiday + Bank Holidays + Hybrid Working + Excellent Benefits Are you an experienced Azure Developer with strong Python skills who wants full ownership of greenfield cloud projects, the opportunity to shape technical direction, and the chance to help upskill a growing team within an ambitious and rapidly expanding data division? This is an excellent opportunity to join a collaborative and fast-growing data team within an established research organisation that is investing heavily in cloud technologies, analytics, and modern data platforms. Having expanded significantly in recent years, the division offers genuine opportunities for progression, continuous learning, and exposure to the latest technologies. As the organisation continues its transition towards a more data-driven future, you'll play a key role in delivering Azure-based solutions from concept through to deployment. You'll have the autonomy to take ownership of projects, influence technical decisions, and determine the best approach to delivering high-quality solutions. Alongside hands-on development, you'll act as a senior Azure specialist within the team, helping to raise technical capability and sharing knowledge with colleagues. This role would suit a self-starter who enjoys solving complex problems, communicating with stakeholders, and taking responsibility for the full project lifecycle. The Role: *End-to-end ownership of Azure cloud and data projects *Design and development of scalable Azure-based solutions *Building integrations, APIs, ETL processes and data pipelines *Working closely with stakeholders to deliver business-critical products *Supporting and mentoring colleagues on Azure best practice *Delivering greenfield projects using modern cloud technologies The Person: *Strong commercial Azure development experience *Excellent Python development skills *Experience delivering projects from design through to deployment *Strong communication and stakeholder management abilities *Self-motivated and comfortable working with a high degree of autonomy *Background in cloud, data engineering, or analytics environments Reference Number: BBBH279045 Rise Technical Recruitment Ltd acts an employment agency for permanent roles and an employment business for temporary roles. The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set and will be decided by our client, the employer. Rise are not responsible or liable for any hiring decisions made by the end client. We are an equal opportunities company and welcome applications from all suitable candidates.

Dans le cadre du renforcement d'une équipe digitale chez un acteur majeur du secteur de la mobilité / du secteur bancaire, nous recherchons un Développeur Full Stack Senior .NET / Angular (F/H) disposant d'au moins 9 ans d'expérience en développement. Vous intégrerez une équipe d'environ 8 collaborateurs, tous orientés Full Stack, en charge de plusieurs applications web et mobiles utilisées par des conducteurs, gestionnaires et partenaires. Le poste offre un environnement technique riche, combinant applications web, mobilité, développement de nouvelles fonctionnalités, maintenance applicative et modernisation progressive du patrimoine existant. Une partie de l'activité concerne des applications historiques, tandis que l'équipe travaille également sur de nouveaux projets et des développements from scratch. Vos missionsAu sein de l'équipe, vous interviendrez sur l'ensemble du cycle de développement : Concevoir et développer de nouvelles fonctionnalités sur les applications web et mobiles Participer à la conception technique et aux choix d'architecture Réaliser les développements Front-End et Back-End (50 % Front et 50 % Back) Développer des applications et fonctionnalités from scratch Faire évoluer et maintenir les applications existantes Participer aux projets de modernisation et de refonte du système d'information Concevoir et développer des API REST Intervenir dans un contexte d'architecture microservices Participer à la mise en œuvre de solutions respectant les principes de Clean Code Réaliser les tests unitaires Participer aux revues de code et aux Pull Requests Identifier, analyser et corriger les dysfonctionnements Être attentif aux problématiques de sécurité et remonter les éventuelles vulnérabilités Collaborer avec le Tech Lead, le chef de projet et les autres développeurs Participer aux cérémonies Agile / Scrum Respecter les engagements et les plannings des projets Après une première phase d'intégration et de prise en main du patrimoine applicatif, vous serez amené à intervenir rapidement sur des sujets de Build et de nouvelles évolutions.

Rejoignez-nous ! Nous recherchons un(e) Développeur(se) Front-end Expert Accessibilité pour accompagner un programme stratégique de mise en conformité et d'amélioration continue de l'accessibilité numérique au sein d'une Digital Factory E-commerce. Vous interviendrez dans un premier temps sur un chantier prioritaire visant à corriger les non-conformités identifiées à la suite d'un audit d'accessibilité, avec un objectif de mise en conformité réglementaire. Vous travaillerez en étroite collaboration avec les équipes produit, design, tech et les différentes Digital Factories du client afin d'identifier, prioriser et implémenter les correctifs nécessaires sur les interfaces digitales. Ce que vous ferez : Analyser les résultats d'audits d'accessibilité et identifier les non-conformités à corriger. Prioriser et mettre en œuvre les actions de remédiation sur les interfaces Front-end. Développer et maintenir des interfaces accessibles, ergonomiques, performantes et conformes aux standards RGAA et WCAG. Garantir l'utilisation des bonnes pratiques d'accessibilité dans le code : HTML sémantique, ARIA, navigation clavier, gestion du focus, contrastes et contenus alternatifs. Concevoir et développer des composants Front-end réutilisables et scalables. Travailler avec des frameworks Front-end modernes tels que React, Angular ou Vue.js. Gérer l'état des applications à l'aide de solutions telles que Redux, Context API, NgRx ou Pinia. Mettre en place et maintenir des tests automatisés unitaires, d'intégration et E2E. Réaliser des tests d'accessibilité automatisés et manuels à l'aide d'outils dédiés. Tester les interfaces avec des lecteurs d'écran afin de vérifier la conformité des correctifs. Garantir une approche Responsive Design / Mobile First et une compatibilité optimale entre navigateurs et terminaux. Optimiser les performances Front-end : lazy loading, réduction du poids des assets et suivi des Core Web Vitals. Participer activement aux Code Reviews, à la documentation technique et aux processus CI/CD. Utiliser des outils d'AI-Assisted Development, notamment des LLM et agents IA, pour accélérer le développement, le refactoring et les cycles de livraison. Collaborer avec les équipes produit, métier, design et techniques dans un environnement Agile. Votre positionnement vous permettra d'intervenir sur un chantier à fort enjeu réglementaire et business, avec un impact direct sur l'expérience utilisateur et la conformité des parcours e-commerce.

🎯 Dans le cadre d'un projet e-commerce, vos missions seront les suivantes : Gestion et Intégration de contenus web et mobile / collections catalogue • Réceptionner et analyser les briefs • Intégrer les contenus éditoriaux et médias • Assurer la qualité, la cohérence et la conformité des contenus intégrés • Manipuler et analyser les données via Excel • Collaborer avec les équipes web et mobile • Participer aux échanges avec les différentes squad afin de garantir la bonne livraison des projets • Contribuer à l'amélioration continue des processus d'intégration et de gestion de contenu (outils, méthodes, bonnes pratiques...)