Société Générale Global Solution Centre acts as a business solution center for Société Générale, one of the largest European financial groups. We provide high-quality professional services for more than 35 countries in various fields of activity – Finance & Accounting, HR, IT and Corporate Operations. Our mission is to be a partner of choice, valued for owning, transforming and innovating through best-in-class talent.

Within the Société Générale Group, you will join Global Technology Services (GTS), which is the IT entity in charge of infrastructure and its Digital Workplace Services teams, whose mission is to provide the Group's employees with their Digital Workplace.

The main objectives of GCOO/GTS are to ensure the quality of Information System (IS) production and to meet the Group's business needs regarding the implementation of new infrastructure services.

Digital Workplace brings together all the services and tools of the work environment: the personal workstation of course, but also the smartphone, the corporate social network, communication and collaborative tools such as messaging, Teams, SharePoint, etc.

Its main roles: Provide the Group's business units with secure infrastructure services, according to service offerings, service levels, and costs tailored to the needs of its internal clients, such as business application hosting, workstations, collaborative services, network, and telephony.

Within GCOO/GTS/DWS, the USU department ensures the proper functioning of the tools intended for Société Générale group end users and the associated technical services.

RESPONSIBILITIES:

Description of the service:

The Service consists of the following components:

Production

• Assistance with production around the Workplace;

• Technical skills on Mac/iOS;

• Technical expertise for various Users and/or Beneficiaries;

• Global incidents managing (Referent for tower control, escalation management, diverse document management, communication validation);

• Handling escalation management;

• Handling requests from all support teams;

• Validation of group IT communications;

• Management of content in the knowledge base;

• Detection of malfunctions and monitoring of corrections;

• Participation in Service Quality Reviews with business teams and dedicated N3 teams;

• Regular exchanges with our international counterparts (UK, US, Asia, Romania, Morocco);

• Management, guidance, and support of audit missions.

Project

• Creation of product technical documentation which is developed gradually in the knowledge base;

• Detection of malfunctions and monitoring of corrections;

• Construction of dashboards to quantify user requests;

• Qualification and quantification to measure if the service desks are ready to handle requests from users of the future solution;

• Change management and monitoring of continuous improvement related to projects;

• Application of Passport to Support and establishment of the task schedule;

• Sizing of resources required for project implementation: resources, schedule, budget.

Deliverables

• Creation, review, correction, and validation of CMS sheets;

• Incident and Request handling procedure, Escalation / RACI matrix;

• Weekly SQR reporting. SQR meeting minutes;

• Monitoring of general incidents via dedicated SharePoint;

• Detailed reporting on requests and incidents logged through the ITSM tool;

• Dashboard via the BI Tools, Project reporting.