VIE WEB PRODUCTS & CHANGE COORDINATOR

Job description

Under the direct supervision of IS Web Services Support Leader, the Web Products & Change Coordinator will support the Information Services (IS) – Application Services – Techno Web.
This position will be responsible for providing change management, advanced support, coaching, training and guidance on Solvay Web applications (Social platform, Wiki, eSurvey, eMailing) to Support teams and Key users. He or she will work closely with IS competency centers at worldwide level in a proactive manner, and define action plans to ensure web solutions answer to business needs and are used extensively in a proper way.
Key Responsibilities :
- Provide advanced support on Web applications
- (40%)
- Provide support to key users (including follow-up support and escalation) and enhancement of satisfaction level
- Communication with all actors (Competency center, Helpdesk, Key users)
- Participate/Support in Zone initiative as and when required
- Coordinate support knowledge with offshore teams (WW basis)
- Reinforce & Sustain Web application usage on worldwide basis
- (40%)
- Promotion/ coaching on Web applications
- Evaluate user adoption and propose action plan to improve it
- Follow up support actions linked to Local Zone delivery, project & maintenance teams
- Follow up on Bug / Fix – Access issue
- Corrective & support requests
- Escalate change improvements, new features requests and high severity issues
- Communicate & promote usage best practices
- Update and harmonization of Web Competency Center users/training documentations
- Ensure regular quality control (KPIs) & performance assessment
- Communicate on support process, new releases & core systems evolutions
- Gather and analyze feedbacks from users through users group – key users network
- Push and animate IS Web application support action with techno stream
- Worldwide project participation as web expert
- (20%)
- Based on Web Competency Center Application projects in the pipe (Intranet, Wikis, Ideabox…)
- Gather business requirements to develop new applications for Solvay Business Units
Key Requirements
- Education – Degree in IT
- Computer Science field or eMarketing/Communications specialization
- Excellent communication skills (verbal/written) in English. Mandarin and French (will be an advantage) to interact with people at all levels (related to worldwide project teams)
- String customer service skills and self-driven and motivation in handling user demands
- Possess experience in conducting presentations and training
- Strong customer service & change management skills
- Prior working experience in Web – Social collaborative platform as intern would be an advantage
- Must be willing to travel in APAC (5%)