PMO - responsible for customer relationship management analysis

Keoni; Paris; Hybrid; EUR 45,000 - 60,000; Full time

Job summary

Keoni in France seeks a Customer Relationship Management/PMO Analyst to monitor service level agreements across the group's business units, the IT department, and IT production. You will produce dashboards for multiple functions, extract IT incidents data, formalize action plans, and co-present indicators to relevant departments during ad hoc committee meetings.

Daily you will support incident handling, track quality metrics, and collaborate with business unit representatives to drive service

Qualifications

• Experience in CRM/PMO roles or similar.
• Strong Excel, PowerPoint, and Word skills.
• Familiarity with ITIL Foundation and ServiceNow.
• Ability to present data in ad hoc committee meetings.

Responsibilities

• Produce dashboards for multiple business functions across channels.
• Extract and analyze IT production incidents and problems.
• Formalize action plans in dashboards and present to committees.
• Support business units during major IT system incidents.
• Create statistical reports and lessons learned (REX) on incidents.
• Analyze production incidents and monitor improvement areas.
• Participate in the Production Quality Committee (CQP).
• Monitor production quality indicators and support teams daily.
• Follow up on action plans to improve service quality.
• Liaise with IT Department business representatives and partners.

Skills

CRM

PMO

Stakeholder liaison

Data visualization

Analytical thinking

Excel

PowerPoint

Power BI

ITIL Foundation

ServiceNow

Education

Bachelor's degree in IT/Business

Tools

Power BI

ServiceNow

Excel

PowerPoint

Word

Job description

Context: Within the QES (Quality, Safety, and Environment) department, we are seeking a Customer Relationship Management/PMO Analyst to support us in monitoring service level agreements with the group's business units, the IT department, and IT production .RESPONSIBILITIES: The mission involves producing dashboards for the various business functions for different communication channels. This includes extracting and analyzing IT production incidents and problems, formalizing action plans within defined dashboards, and co-presenting these indicators to the relevant departments during ad hoc committee meetings.- Supporting business units in the event of significant IT system incidents. - Establishing and presenting statistical reports and lessons learned (REX) on past incidents. - Analyzing production incidents and monitoring problems or areas for improvement. - Participating in the CQP (Production Quality Committee), the body monitoring the provision of operational services. - Monitoring the operational achievement of production quality indicators, following up with teams, and providing daily support. - Monitoring action plans to improve the quality of service offered to business units. - Supporting one or more Quality Representatives from the team assigned to a Business Unit. - Good understanding of IT production operations. - Primary contact for business representatives and business liaisons at the IT Department. - Good knowledge of office tools: Excel, PowerPoint, Word. ITIL Foundation/ServiceNow. Power BI would be an asset.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]