VIE - IT Business Partner

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Date: 19-May-2023

Location: Montreal, QC, CA

Company: Alstom


We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 36 300 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.  


Type of contract: Volontariat International en Entreprise (VIE)To know more about the VIE program, click here

Location: Montréal (Quebec, Canada) 

Duration of the VIE: 24 Months



Purpose of the job:


The new IS&T operating model focuses on business value and innovation while delivering operations excellence:

  • Service excellence:
    • Development of cost efficient services and standard solutions
    • Improvement of performance, efficiency and agility on business as usual activities with focused KPIs
    • Usage optimization
  • Intimate and value focused advisor:
    • Effective and reactive demand management
    • Proximity with key stakeholders from regions and business (IS&T partners, SPOCs, …)
    • Reliable & skilled functional teams involved in strategic business roadmaps
  • Innovation player:
    • Technology watching activities
    • Expertise on emerging technologies with ability to deliver Proof of Concepts
    • Proactive innovation investigations on market products and best practices


The IS&T operating model is also driven by 4 key principles:

  • Standardize business processes
  • Address regional priorities
  • Improve IS&T cost variability and efficiency
  • Leverage new technologies to bring value to the business


And in particular:

  • Coordinate Local End-User Support
  • Support local Infrastructure Project.
  • Be key local contact for any operational IS&T topic (Business partnering)
  • Manage local IS&T support services and support the regional BP on managing local business relationship with regional / sub-regional partner


The Local IS&T Business Partner, reporting to the Regional IS&T Business Partner is responsible for managing local IS&T support services and works on local business relationship with regional partners.


Key accountabilities:


Coordinate Local End-User Support

  • Manage Local On-Site Support teams, by giving them priorities and ensuring daily performance
  • Follow backlog for incidents & service requests, report progress to End-Users and track root cause analysis
  • Monitor performance & escalate major local issues
  • Anticipate incidents and drive problem management
  • Ensure Local Assets (PCs, Telephones, others IS&T equipment’s, …) are properly managed
  • Follow ICQ requirements & support business in ICQ controls

Support Local Infrastructure Projects

  • Identify need for local Infrastructure projects, and raise demand to Regional Operation Manager or Local Business Partner
  • Follow project management process from demand to execution
  • Support delivery of projects as per Quality/Cost/Date under E2E PM lead
  • Identify needs for end user training / tutorials. Deliver ad-hoc trainings

Be key local contact for any operational IS&T topic

  • Consolidate feedbacks & requirements from users, and escalate within organization when relevant (Regional Local Operations: Business Partners)
  • Make proactive proposals to central organizations to improve overall performance
  • Follow site KPIs (performance, assets, infrastructure budget,) and manage action plans to ensure good performance
  • Be a local relay for central teams (information gathering / local communications / …)
  • Formalize description of local infrastructure (Site ADD/ID card for instance) and maintain documentation up-to-date


Manage local onsite support Services (IS & IT) partners on your perimeter:

  • Manage local partner activities and monitors performance
  • Formalize issues, follow up and escalation with operations teams
  • Contribute to incident and problem management (led by operations team)
  • Liaise with local management (including site MDs) to deal with major incidents / crisis
  • Approve service requests depending on validation workflows
  • Identify needs for end user training / tutorials
  • The local partner perimeter (or influence area) may include one or several sites in one or several countries


Work on local business relationship with regional partners:

  • Collect local demands, promote global services and solutions, ensure overall satisfaction
  • Could participate to site workshop if IS&T needs to be represented (local cost reduction actions i.e)



Additional Activities include local budget management and participation in audit activities for IT


He / She will interact on a regular basis with Regional IS&T Business Partner, IS&T Business Partners PMO, Solutions Architects, Projects teams, Operations teams and Local Management.


Educational Requirements 

Mandatory: Degree preferably in Computer Science/information system or Business or Engineering supported by experience of computer systems or equivalent education and experience.

Experience: Proven experience in Operation support. Ability to lead/collaborate dispersed international teams 


  • Proven experience in end user support.
  • Fluent in French and English


Competencies & Skills 

  • Good communication skills and is able to communicate widespread with international teams.
  • Result oriented
  • Show intellectual curiosity and creativity.
  • Eager to work with sufficient autonomy in an international environment
  • Team work

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.  We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.   



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