Automated Support Analyst - Freelance Mission

Project overview

Context

A subsidiary specialized in the banking sector, resulting from the merger of the development and supervision activities of the payment information systems of two major banks, created in 2008. Since 2017, its activity has expanded to the payments domain.

The service is part of the Technical Directorate, within the ATM Management and Supervision (GSA) department. GSA is involved in the following areas:

Missions

Main missions:

Working Conditions

• Handling requests from ATM stakeholders
• Change management (on-site or remote)
• Analysis and support for deploying new solutions or in-depth troubleshooting of malfunctions
• Monitoring and managing client relationships with client banks and managing the contractors working for these same banks
• Integrating client needs, in the form of projects or fixes, defining and integrating the needs and solutions necessary for GSA's efficiency
• Handling level 2 calls (maintenance) and supporting technicians on-site
• Monitoring vandalism cases, escalations, and complaints
• Behavioral and functional analysis of ATMs with identification of recurrences/relapses
• Documentation and enrichment of the knowledge base
• Efficient call handling:
• Incoming calls are answered (KPI compliance)
• The requested help or information is provided to the caller
• The conversation is managed and guided
• Call duration is controlled
• Strict adherence to service start times
• Abnormal ATM behaviors are highlighted:
• New situations must be reported, analyzed, and documented
• Orientations taken during the call must be explained
• Unit or park segment functional analysis:
• Identification of before/after evolutions
• Drafting a report highlighting behavioral evolutions
• A summary indicating the risk-benefit of the studied situation
• Communication to the concerned client
• Identification and monitoring of ATMs with recurrences/relapses:
• Identification of the ATMs concerned and the typology impacting them (same iterative failure, numerous varied failures) in a short period
• Analysis and decision of actions to be taken for better functioning
• Implementation of special monitoring for these ATMs requiring remediation
• Management and monitoring of incidents affecting the service:
• Handling and reporting of incidents
• Monitoring and participation in incident meetings
• Internal and client communication on these incidents
• Proposing and contributing to the maintenance of procedures:
• For new situations and based on on-site experience, propose documentation evolution whenever necessary
• Participate in or take charge of drafting updates
• Experience: 5-8 years
• Start Date: 01/12
• Location: Schiltigheim
• Mission Duration: 1 year renewable
• Daily Rate: €420 HT

Project details

• Start: flexible
• Remote: hybrid
• Location: Schiltigheim, France, FR
• Rate: 53-53 EUR/h
• Languages: French