Consultant IT Support & User Experience – Work Environment

Project overview

Context of the mission

As part of the continuous improvement of its digital work environment, a large group is looking for a consultant to strengthen coordination between business users and IT teams.

The mission consists of supporting the various user communities (RING 1 and RING 2), centralizing their requests, and facilitating the processing of incidents and difficulties encountered on a daily basis.

The consultant will also be involved in supporting the evolution of workstations and collaborative tools, ensuring regular communication with users and improving the quality of IT services.

Main missions

User community management and support

Incident management and operational monitoring

Change management and continuous improvement

Profile sought

Technical environment and expertise

Workstation: Windows 11, digital work environment, user support.

Collaborative tools: Microsoft 365, Teams, Planner.

ITSM and tracking: ServiceNow, Jira, incident management, ticketing, backlog tracking.

Infrastructure: Networks, telephony, IT services.

Cross-functional skills: Community management, change management, user communication, business/IT coordination, continuous improvement, incident analysis.

• Identify business contacts and maintain a network of user representatives.
• Organize and lead regular exchanges with the various communities.
• Gather user needs, difficulties, incidents, and feedback.
• Ensure communication between business units and technical teams.
• Support the evolution of communities and ensure their smooth daily operation.
• Analyze and qualify requests before forwarding them to IT teams.
• Create, complete, and track incident tickets and user requests.
• Identify recurring malfunctions and common issues for multiple users.
• Coordinate actions with technical teams, representatives, and security contacts.
• Monitor backlogs and ensure the progress of actions until their resolution.
• Regularly communicate to users on the progress of topics and the solutions provided.
• Participate in the deployment of major evolutions of the work environment.
• Prepare and disseminate communications adapted to different user populations.
• Support the adoption of new digital tools and services.
• Adapt community management practices to new projects put into production.
• Use user feedback to propose concrete improvements to the employee experience.
• Experience in IT support, digital work environment, or coordination between business and technical teams.
• Good command of Microsoft 365, Teams, and Windows 11 environments.
• Knowledge of incident management and activity tracking tools (ServiceNow, Jira, Planner).
• Ability to manage user communities and support IT changes.
• Excellent interpersonal skills, service orientation, analytical thinking, and ability to simplify technical subjects.

Project details

• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Rate: 65-65 EUR/h
• Languages: French