Business Automation Support Team Leader H / F

GEODIS; Levallois-Perret; Sur place; EUR 40 000 - 70 000; Plein temps

Résumé du poste

An established industry player is seeking a Business Automation Support Team Leader to oversee operations related to business automation technologies. This role involves coordinating team activities, managing incidents, and improving user experiences through effective communication and collaboration. The ideal candidate will have a strong background in IT support, with a focus on RPA and ITIL practices. Join a dynamic team dedicated to enhancing operational efficiency and delivering exceptional service to stakeholders. This is an exciting opportunity to lead initiatives that drive process improvements and elevate user satisfaction.

Qualifications

• Minimum of 3 years experience in IT support environment.
• ITIL certification is a plus.

Responsabilités

• Coordinate daily team activities and monitor KPIs.
• Handle incidents and requests following ITIL best practices.
• Propose improvements in organization and processes.

Connaissances

ITIL

RPA

Business Process Automation

Analytical Skills

Team Coordination

Formation

BAC+2

BTS

DUT

Outils

Power Platforms

GEOBUS

Description du poste

Business Automation Support Team Leader H / F

The service is available from 09:00 to 18:00, with occasional on-call duties.

The team leader oversees activities related to GEOBUS and Business Automation (BPM / BAW, RPA, Power Platforms, etc.), supporting Level 2 & 3 operations.

Under the supervision of the support manager, you will manage the operational aspects of RUN Business Automation & GEOBUS activities.

The team currently consists of one support analyst, with ongoing efforts to implement dedicated support for Business Automation in collaboration with Build teams.

Operational Follow-up

• Coordinate daily team activities
• Monitor backlog and KPIs
• Report alerts to the Support manager
• Propose improvements in organization and processes

Run Process Improvement

• Maintain up-to-date SOPs, WIs, and Knowledge Base
• Coordinate with Build teams on planning, verification, and delivery in production
• Participate in cross-functional topics with other teams (PQS, L1, etc.)
• Act as backup Incident Manager for P1 incidents in Business Automation scope

User Experience Improvement

• Suggest actions to Build and End-users to reduce incidents and problems (ITIL)
• Update and enhance the request catalog
• Test evolutions of the request catalog

Support Activities

• Handle incidents, requests, changes, and problems following ITIL best practices and KPIs
• Identify potential fixes and improvements, coordinate with Build & Expert Teams
• Maintain a service-oriented approach focused on results
• Engage with IT and business stakeholders effectively
• Demonstrate strong analytical skills
• Work collaboratively within the team
• Proactively propose improvements
• Possess technical skills in RPA, BAW, or Power Platforms
• Minimum of 3 years experience in IT support environment
• ITIL certification is a plus

Educational background: BAC+2 / BTS / DUT

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