Analyste B.I. chargé(e) de Support Applicatif

diploma

Context:

The France Supply Chain (SCF) is responsible for ensuring the distribution of network equipment to intervention units, terminals to FT stores, and to end customers within the information system.

Missions:

Within this department, the Service Center carries out support activities for the SCICS, SCALER, SIGALE, and SISTER applications, in compliance with the commitments made to the Client in terms of intervention time and service restoration.
It handles complex issues that are cross-functional and span multiple functional domains, involving multiple stakeholders and requiring strong knowledge of information systems and business processes.

Main Activities:

The responsibilities assigned to you include the following:

The BI Support Specialist ensures proper monitoring, execution, and support of Business Intelligence (BI) and Analytics reports. He/She is also responsible for managing the customer service relationship for the BI report portfolio within their scope, in accordance with company procedures and with a constant focus on customer satisfaction.

• Build functional expertise on the SCICS, SIGALE, and SISTER data warehouses.
• Provide BI support for these data warehouses by:
• Managing relationships with users
• Handling user-reported issues
• Leading the resolution of production incidents
• Proposing workarounds to unblock business activities
• Suggesting improvements
• Making recommendations on the use of applications
• Working effectively in a cross-functional environment
• Organizing or participating in operational meetings

Ensure timely incident management and assistance requests for Analytics users (both verbal and written) across the following areas:

• Event management
• Incident management
• Support request management
• User creation management
• Communication management according to BI user needs
• Customer follow-up within Orange
• Providing useful information and supporting the business functionalities of reports and the BI platform

Data Flow Monitoring for Reporting Tools

Ensure monitoring of data flows and integrations to guarantee the quality and timely update of reports. Proactively communicate with data flow owners in case of detected issues.

Continuous Service Quality Improvement

Contribute to cross-functional projects and provide constructive feedback to improve service quality through direct reporting or participation in committees, weekly steering committees, and knowledge-sharing sessions with experts and peers.

BI Reporting Functional Support

Ensure that training received on BI reports is documented and assessable. Respond to questions related to the assigned report portfolio. Maintain strong customer relationships and implement best practices and improvement plans in daily operations.

Required Skills and Qualities:

Success in this role will be driven by the following skills and qualities:

• Strong customer satisfaction mindset
• Structured and detail-oriented approach
• Excellent analytical and synthesis skills
• Ability to work effectively in a team
• Strong interpersonal skills
• Knowledge of the distribution logistics environment
• Experience with Business Objects and Qlik Sense architectures
• Ability to develop in SQL 

Technical Skills:

• SAP Business Objects and SQL (mandatory)
• Qlik Sense and Power BI (nice to have)

Minimum Requirements:

• Minimum degree (bachelor’s level – BAC +3) in IT and/or an equivalent qualification
• 2–3 years of experience in IT support, development, or testing
• Experience with BI solutions is required

Knowledge:

• Strong written and verbal communication skills
• Customer relationship management
• Knowledge of Service Level Agreements (SLAs) within a support chain
• Experience in software development or testing is an advantage

Abilities:

• Excellent communication skills
• Strong customer-facing skills
• Good time management and organizational skills
• Team-oriented mindset with a collaborative approach to problem-solving
• Strong commitment to following predefined processes
• Ability to build relationships with peers, management, and clients
• Proactive, motivated, and determined attitude
• Flexibility regarding working hours
• Ability to work under pressure and multitask, using a team-based approach when needed
• Results-driven with strong problem-solving skills
• Willingness to learn and expand knowledge
• Incident resolution expertise
• Strong analytical and troubleshooting skills

You bring a can-do attitude, tackle challenges head-on, and challenge the status quo with new and innovative ideas.