Offre d'emploi n° 18614738

Description du poste

<div><p><span><span>Participer</span><span><span></span></span><span>à<span></span></span><span>l’amélioration</span><span><span></span>du<span></span></span><span>produit</span><span><span></span>SNCF Connect</span></span><span></span></p></div><div><ul><li><p><span><span>Mener</span><span><span></span>les analyses techniques et<span></span></span><span>fonctionnelles</span><span><span></span></span><span>en</span><span><span></span></span><span>cas</span><span><span></span></span><span>d’anomalie</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Tenir</span><span><span></span></span><span>informé</span><span>e</span><span>s</span><span><span></span>les<span></span></span><span>autres</span><span><span></span>équipes<span></span></span><span>concernées</span><span><span></span></span><span>ainsi</span><span><span></span></span><span>que</span><span><span></span></span><span>la Relation clients</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Participer</span><span><span></span>à la<span></span></span><span>décision</span><span><span></span>de mise<span></span></span><span>en</span><span><span></span>production<span></span></span><span>en</span><span><span></span></span><span>co-</span><span>construisant</span><span><span></span>un<span></span></span><span>bilan</span><span><span></span></span><span>d’anomalies</span><span><span></span>de production</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Être</span><span><span></span></span><span>en</span><span><span></span>support des équipes<span></span></span><span>produits</span><span>/tech (vision<span></span></span><span>globale</span><span><span></span>du<span></span></span><span>produit</span><span>,<span></span></span><span>maitrise</span><span><span></span>des<span></span></span><span>parcours</span><span><span></span>clients et jeux de données)</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Documenter les<span></span></span><span>procédures</span><span><span></span>et modes<span></span></span><span>opératoires</span><span><span></span></span><span>(internes<span></span></span><span>ou</span><span><span></span></span><span>à destination des<span></span></span><span>autres</span><span><span></span>équipes</span><span>)</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Participer</span><span><span></span></span><span>activement</span><span><span></span>à<span></span></span><span>l’élaboration</span><span>, au<span></span></span><span>maintien</span><span><span></span>et à la transmission de la base de<span></span></span><span>connaissances</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Mettre</span><span><span></span></span><span>en</span><span><span></span>place<span></span></span><span>tous</span><span><span></span>les<span></span></span><span>indicateurs</span><span><span></span></span><span>nécessaires</span><span><span></span>au<span></span></span><span>suivi</span><span><span></span>de la<span></span></span><span>qualité</span><span><span></span>du service<span></span></span><span>rendu</span></span><span></span></p></li></ul></div><div><p><span></span></p></div><div><p><span><span>Assurer la relation</span><span><span></span></span><span>opérationnelle</span><span><span></span>avec<span></span></span><span>nos</span><span><span></span>clients</span></span><span></span></p></div><div><ul><li><p><span><span>Être</span><span><span></span>à<span></span></span><span>l&#39;écoute</span><span><span></span>des<span></span></span><span>remontées</span><span><span></span>de<span></span></span><span>dysfonctionnement</span><span><span></span>sur les applications</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Faire le<span></span></span><span>suivi</span><span><span></span>des anomalies et des<span></span></span><span>indicateurs</span><span><span></span>de<span></span></span><span>niveau</span><span><span></span>de service</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Challenger la<span></span></span><span>priorité</span><span><span></span>des anomalies et<span></span></span><span>agir</span><span><span></span></span><span>en</span><span><span></span></span><span>arbitre</span><span><span></span></span><span>auprès</span><span><span></span>des parties<span></span></span><span>prenantes</span><span>,<span></span></span><span>en</span><span><span></span></span><span>garantissant</span><span><span></span>la bonne application du<span></span></span><span>scoring</span><span><span></span>des anomalies</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Produire</span><span><span></span></span><span>ou</span><span><span></span>faire<span></span></span><span>produire</span><span><span></span>un<span></span></span><span>reporting</span><span><span></span>clients</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Gérer</span><span><span></span>le<span></span></span><span>paramétrage</span><span><span></span>des<span></span></span><span>spécifications</span><span><span></span>clients (</span><span>connectivité</span><span><span></span>aux<span></span></span><span>inventaires</span><span>/</span><span>partenaires</span><span>,<span></span></span><span>autorisations</span><span>, options, etc.)</span></span><span></span></p></li></ul></div><div><p><span></span></p></div><div><p><span><span>Contribuer</span><span><span></span>à la vie de<span></span></span><span>l&#39;équipe</span></span><span></span></p></div><div><ul><li><p><span><span>Être</span><span><span></span></span><span>acteur</span><span><span></span>des<span></span></span><span>cérémonies</span><span><span></span></span><span>agiles</span><span><span></span>le<span></span></span><span>cas</span><span><span></span></span><span>échéant</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Être</span><span><span></span>force de proposition dans<span></span></span><span>l’amélioration</span><span><span></span>de<span></span></span><span>nos</span><span><span></span>pratiques, dans le respect de la raison d’être de<span></span></span><span>l’équipe</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Remonter</span><span><span></span>les<span></span></span><span>alertes</span><span><span></span>et le<span></span></span><span>reste</span><span><span></span>à faire sur<span></span></span><span>ses</span><span><span></span></span><span>tâches</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Avoir</span><span><span></span></span><span>une</span><span><span></span>démarche proactive<span></span></span><span>d&#39;entraide</span><span><span></span>au sein de<span></span></span><span>l&#39;équipe</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Accompagner</span><span><span></span></span><span>les nouveaux<span></span></span><span>arrivants</span><span><span></span>dans<span></span></span><span>leur</span><span><span></span>montée<span></span></span><span>en</span><span><span></span></span><span>compétences</span><span><span></span>sur le<span></span></span><span>périmètre</span><span><span></span></span><span>applicatif</span></span><span></span></p></li></ul></div>
Dans le cadre de la maintenance des applications développées et/ou hébergées par SNCF Connect &amp; Tech, être un Référent Applicatif au sein de l’équipe support anomalies pour pouvoir analyser les anomalies de niveau 2, être un relai entre les clients de SNCF Connect &amp; Tech et les équipes produit et techniques. Participer aux instances de suivi de l’activité du support anomalies avec la Relation client et les équipes Produit. Accompagner le Delivery (application des exigences de production, avant la mise en production d’une nouvelle feature / d’un nouveau service) Être garant des bons délais prise en charge et de résolution des anomalies auprès des équipes Produit &amp; tech Garantir un bon niveau de documentation fonctionnelle (rétro-documentation, documentation proactive) Participer à l’amélioration du produit et de nos pratiques Être force de proposition <div><div><p><u><span>Diplôme</span></u><span><span> :<span></span></span><span>BAC<span></span></span><span>&#43;</span><span><span></span></span><span>3</span></span><span></span></p></div><div><p><span></span></p></div><div><p><u><span>Expérience </span></u><span><span>:<span></span></span><span>3</span><span><span></span>ans d’expérience professionnelle<span></span></span><span>minimum sur un métier technico-fonctionnel (test, support, analyse).<span></span></span><span>Expérience des interactions avec des clients MOA/MOE</span></span><span></span></p></div><div><p><span></span></p></div><div><p><u><span>Compétences techniques :</span></u><span></span></p></div><div><ul><li><p><span><span>Des connaissances sur les<span></span></span><span>environnements</span><span><span></span>Web </span><span>&amp; Mobile</span><span>,<span></span></span><span>Mongo DB</span><span>, erreurs HTTP</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Bonnes connaissances générales (OS, réseau, sécurité,<span></span></span><span>AWS</span><span>,</span><span><span></span>architecture clients/serveurs</span><span><span></span>etc.)</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Analyse de logs</span><span><span></span>centralisées</span><span><span></span>(</span><span>Datadog</span><span>), APM (</span><span>Instana</span><span>)</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Suite<span></span></span><span>bureautique (</span><span>MS Office)</span><span>, Suite Confluence</span></span><span></span></p></li></ul></div><div><ul><li><p><span><span>Logiciels (ou équivalents) :<span></span></span><span>SoapUI</span><span>,<span></span></span><span>Fiddler</span><span>,<span></span></span><span>JIRA, WIKI</span><span>, Postman</span></span><span></span></p></li></ul></div><div><p><span></span></p></div><div><p><span></span></p></div></div><div><div><p><u><span>Autres compétences</span><span> :</span></u><span></span></p></div><div><p><span><span>Connaissance du monde ferroviaire</span><span>, du monde de la distribution et de l’information voyageur.</span></span><span></span></p></div><div><p><span><span>Connaissance du monde Call-center</span></span><span></span></p></div><div><p><span></span></p></div><div><p><u><span>Qualités requises :</span></u><span></span></p></div><div><p><span><span>Autonomie, rigueur, proactivité</span></span><span></span></p></div><div><p><span><span>Très bon relationnel</span></span><span></span></p></div><div><p><span><span>Sens du dévouement pour le client</span></span><span></span></p></div><div><p><span><span>Forte implication</span></span><span></span></p></div><div><p><span><span>Qualité rédactionnelle et esprit de synthèse</span></span><span></span></p></div><div><p><span><span>Force de proposition</span></span><span></span></p></div><div><p><span><span>Sens des priorités</span><span>, discernement</span></span><span></span></p></div><div><p><span></span></p></div><div><p><u><span>Langues :</span></u><span></span></p></div><div><p><span><span>Anglais technique</span></span><span></span></p></div></div>
<p>SNCF Connect &amp; Tech, filiale privée de SNCF Voyageurs, est le leader du numérique et du e-commerce français&nbsp;<br>dans le secteur des mobilités.</p> <p>SNCF Connect &amp; Tech a pour ambition d’innover pour rendre les mobilités&nbsp; durables accessibles à tous à travers 2 propositions de valeur :&nbsp;</p> <ul style="list-style-type: square;"> <li>D’une part, SNCF Connect, l’agence de voyages et&nbsp; plateforme incontournable tout-en-un des mobilités durables, qui simplifie les trajets de millions de voyageurs, en rendant chaque étape du voyage plus fluide et responsable.</li> <li>D’autre part, Tesmo, la marque des activités d’éditeur de solutions de mobilité et de services numériques pour tous les acteurs de la mobilité, entreprises et&nbsp;<br>collectivités.<br><br>SNCF Connect &amp; Tech s'appuie sur 25 ans d'expertise technologique au service de différentes typologies de clients (BtoC, BtoB, etc) ainsi que sur les expertises et savoir-faire de plus de 1 300 collaborateurs - les Digital Mobility Changers - basés à Lille, Nantes et Saint-Denis.</li> </ul>