Job Req ID:  18901

Paris, FR

Functional area:  Information Technology
Contract type:  1 | Permanent job
Business area:  Fashion & Fragrances




Digital Workplace & Service Executive

Location: Paris, France.


Your mission:


Are you willing to join a talented and passionate team about transforming the way our employees work?

Working in our office in Paris and reporting to the IT France Manager, the Digital Workplace & Service Consultant must ensure that all IT digital end-users services are well managed and supported. You will be an agent of change for Puig digitalization, implementing digital transformational tools based on cloud solutions and collaborative environments. You will impact on our employee workplace, driving the change and helping them on the adoption to our “new way of working”. Multi tasked and proactive, she/he is always working on different topics and sometimes in situation of emergency.


Your responsibilities:


  • Support the deployment and the support of the Digital Workplace solutions by collaborating in the change management process and facilitating the spreading of a new way of working. Among all cloud technologies managed by the Digital Workplace and Infrastructures department, the focus would be the Microsoft Office 365 suite: Onedrive, SharePoint, etc..


  • Ensuring the delivery of the digital IT services to the business and all the users in the sites of Puig France is in line with agreed service levels. Act as escalation point for incident management, own incident escalations and coordinate to resolution including customer and stakeholder communications, root cause analyses, and follow up.


  • Participate in the Digital Workplace transformation by understanding departmental needs and moving their current collaboration processes into cloud solutions thanks to SharePoint customization. Validate all solutions deployed as well as provide training when needed.


  • Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities. Maintain positive relationships with customers and stakeholders. Follow up of the IT assets: inventory, location, respect of guidelines, external services.


  • Utilize the Service Desk Management System to maintain incident and service level metrics, trend reports, and systems availability statistics; share results with key stakeholders; participate in disaster recovery and business continuity exercises.


  • Manage daily Helpdesk on-site operations, ensure the on-site proximity team is completing support tickets in a timely and professional manner. Publish and explain Service Reports (Dashboards) to rest of IT teams and business. Manage regular Service Review Meetings.


  • Setup of SLA's with services suppliers to ensure service quality continuity. Support to local events (internal meetings, video conferences …) and VIP requests.


Desired skills:


  • Experience: Experience in Consulting or Project Management in technology transformational projects. At least 5 years managing IT support and service delivery. Implemented self-service platform: previous usage/ administration/ activation of ITSM toolset, especially ServiceNow. Previous experience in managing major incident management, incident and request management, SLA management, problem management, change management.


  • Education: Master degree in Computer Science, Engineering or similar.


  • Language: French is a must, as well as a good level of English. Spanish is a plus


  • Competencies: Advanced knowledge of ITIL Service Operation processes, and broad understanding for the rest of ITIL framework processes to at least an ITIL foundation level – Good problem-solving skills as a IT Tier 2/3 escalation – Excellent support and communication (especially with VIP's) – Excellent written and spoken communication level – Strong organizational and time management skills.


  • Specific knowledge required: Specific knowledge of IT Infrastructure, Communications and Workstations. Microsoft Environments: Office 365, Windows Server, Exchange, Active Directory. Office tools: advanced level of PowerPoint and Excel. Microsoft SharePoint. ITIL / Microsoft Certifications appreciate



Puig 2019. This information is privileged, confidential and contains private information. Any reading, retention, distribution or copying of this communication by any person other tan its intended recipient is prohibited.