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Soutien Métier Adv Data Support

1 month ago

Rose Hill, United States Orange Full time

**votre rôle**:
**ORIENTATION **MÉTIER**:
**Positionnement**:

- Ce métier est positionné en bande Dbis. Il est positionné en bande E dans l’exercice d’un contenu enrichi.**Contexte**:

- Ils/elles accompagnent les salarié(e)s dans la gestion des cas les plus complexes sur nos processus, systèmes d'information et organisations internes. Ils/elles agissent dans un contexte d'évolutions rapides des technologies et de nos offres de services liées. Près de 400 personnes exercent ce métier, majoritairement dans nos entités Opérateurs, Entreprises et Grands Comptes, où les offres sont nombreuses, complexes et souvent sur mesure.**Enjeux**:

- Grâce à leur très forte proximité avec nos équipes opérationnelles, les soutiens métiers ont une excellente connaissance des modes de fonctionnement des organisations.
- Capables de solutionner très vite un blocage pour produire ou rétablir un service, ils facilitent le traitement des activités directement liées aux besoins de nos clients et contribuent ainsi à l'amélioration de leur confiance en Orange. Ils ont également un rôle important d'accompagnement du changement, en relais du management, pour
- transmettre les bonnes pratiques, accompagner la montée en compétences ou adapter les processus en cas d'opportunités sur des projets clients personnalisés. C'est un
- métier qui implique expertise sur le domaine traité, réactivité, pédagogie et sens de la communication. Sa richesse offre de multiples possibilités d'évolutions : vers l'expertise en matière de si, technologies et offres, la gestion des processus, l'exploitation réseaux ou encore, la formation.**MISSIONS**:
Apporter un soutien aux équipes opérationnelles pour la gestion de demandes complexes, l'appropriation et l'analyse des pratiques métiers (processus, SI, offres, modes opératoires ou postures relationnelles).
- Gérer ce soutien dans un contexte de forte hétérogénéité, d'intégration des domaines (IT, Réseaux, Sécurité) et d'interactions permanentes entre des acteurs internes et/ou externes.**ACTIVITÉS**:
Assurer, auprès des équipes opérationnelles, un accompagnement de proximité et une animation proactive du métier.
- Participer à l'expertise à chaud ou au traitement des cas complexes en soutien des équipes opérationnelles, en coordonnant éventuellement différents interlocuteurs. Détecter les difficultés ou dysfonctionnements récurrents, en les analysant et en initialisant les actions d'amélioration.
- Participer à la boucle d'amélioration continue des processus et systèmes d'information, en interface entre les équipes opérationnelles et les directions métiers/SI. Contribuer globalement à la capitalisation en partageant les résultats avec ses pairs.
- Définir et décliner les actions d'accompagnement métier de manière individuelle ou collective en collaboration avec le manager et contribuer au suivi et à l'évaluation.**Contenu enrichi**:

- Porter des chantiers, projets et/ou plans d'actions en transverse visant à l'amélioration des processus au-delà de son écosystème local. Intervenir sur un périmètre d'actions élargi et porter la vision stratégique de l'entité.**COMPÉTENCES**:
**COMPÉTENCE MÉTIER**:
**Connaître les processus, outils, pratiques de **l'écosystème**:
**Base**:
**Opérationnel**:
**Avancé**:

- Prendre en charge les sollicitations sur des cas complexes (pour les soutiens). Contribuer à la définition des processus (offres, projets transverses, nouveaux outils SI, etc.). Contribuer à la boucle d'amélioration continue.

**Référent**:

- Porter et mettre en œuvre des projets d'amélioration des processus et s'assurer de la bonne appropriation. Maîtriser les outils de l'amélioration continue.

**Coopérer et savoir travailler en transverse**:
**Base**:
Connaître l'écosystème du métier pour lequel le soutien est assuré. S'impliquer dans le travail de l'équipe et contribuer à son développement. Savoir identifier les informations à transmettre et les partager avec l'équipe des soutiens et/ou les équipes opérationnelles.

**Opérationnel**:

- Connaître l'écosystème (entités, acteurs) des autres métiers de son entité. Savoir solliciter et fédérer des experts et/ou acteurs clés (de tous niveaux) pour répondre à des sollicitations. Coopérer avec la communauté des soutiens. Être capable de contribuer à un groupe de travail. **Avancé**:

- Capitaliser en contribuant spontanément à l'alimentation des bases documentaires (plazza, sharepoints, référentiels, etc.). Coopérer au-delà de son périmètre dans le cadre de groupes de travail visant à l'amélioration des pratiques métiers. Être capable d'organiser et de piloter un projet transverse au niveau de son entité.

**Référent**:

- Etablir et entretenir des relations de partenariat pour favoriser les synergies. Piloter un projet au-delà de son entité.**Diagnostiquer et proposer une solution**:
**Base**:

-

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