Application Management
- Performance monitoring: Monitor the correct operation of applications and take corrective action in the event of problems. Analyse, reproduce and investigate problems.
- Updates and maintenance: Planning and supervising application updates, patches and improvements.
- Incident management: Dealing with application incidents, coordinating with support teams to resolve problems quickly.
Agent and User Support
- Assistance: Providing support to users, civil servants and government employees for questions relating to the production of residence permits or identity cards, and the activation and use of digital identity. Answering their questions and resolving problems. Handling support and requests relating to electronic signatures and stamps issued to businesses.
- Training: Training agents in the use of applications.
- Documentation, monitoring and traceability: Creating and maintaining documentation, including guides, procedures and FAQs. Documenting incident tickets and maintaining a knowledge base. Tracking tickets.
Analysis and optimisation
- Needs analysis: Developing skills in all the uses of digital identity and trust services. Understanding the Administration's ecosystem and partners.
- Working with agents and stakeholders to understand needs and translate them into specifications.
- Optimisation: Identifying opportunities for improving processes linked to the use of applications and proposing solutions.
- Coordination and Communication: Interface between teams: Acting as a liaison between business teams, publishers/suppliers and support teams. Reporting or passing on incidents that need to be reported.
- Project management: Participating in the management of application roll-out or upgrade projects, ensuring that objectives, deadlines and budgets are met.
- Crisis management: Ensuring a pragmatic, rational and coordinated approach to problems. Steering crisis management in the event of a breakdown or malfunction.
Compliance and Security
- Regulatory compliance: Ensuring that applications comply with government regulations and standards.
- Application security: Working with security teams to ensure that applications are secure.
Testing and Validation
- Functional testing: Carrying out functional tests to ensure that applications meet specifications and work as intended.
- Validation of new versions: Participating in the validation of new versions of applications before they are put into production.
Context of work
Various on-site interventions (applications, systems, on-board systems, etc.). Occasionally, interventions may be required during non-working hours (crisis management, emergency or production deployment).
