Company description Re:Sources is the backbone of Publicis Groupe, the world's third largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to more than 4,000 people serving a global network of prestigious advertising, public relations, media, health and marketing agencies. digital. We offer technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients. In addition to providing essential, everyday services to our agencies, Re:Sources develops and deploys platforms, applications, and tools to improve productivity, foster collaboration, and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive in a spirit of innovation that is felt around the world. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients. Overview The PMO / Coordinator will be primarily responsible for supporting and coordinating the execution of support and maintenance activities for the Core Ecosystem Team located in LATAM. This includes managing and prioritizing support tasks and also driving continuous improvements to ensure the smooth functioning of business applications. While acting as the primary point of contact for the Core team in LATAM, this role will work closely with all internal stakeholders globally and cross-functional teams to ensure the alignment of platform objectives and the timely delivery of new solutions or enhancements. Responsibilities Manage and coordinate application support Prioritize and address incidents, service requests and bugs for the rOar platform, ensuring effective troubleshooting and resolution in collaboration with the technical support team. Oversee scheduled maintenance, upgrades and patches for applications ensuring minimal disruption to business operations and maintaining system performance. Document requirements and specifications Work closely with business users to gather requirements, documenting them and ensuring the accurate translation of business needs into technical solutions. Proactively analyze user feedback to identify areas for improvement (performance, new functionalities, process optimization). Recommend enhancements and relevant tools to increase the efficiency of application support and maintenance operations. Coordinate testing and quality assurance Facilitate the coordination of testing activities, ensuring that any application updates or fixes are properly tested against the requirements and meet quality standards. Ensure the development team receives clear and prioritized business requirements and track the progress of any development tasks related to system updates or fixes. Track and report on key metrics Establish and maintain reporting frameworks to track application performance, service requests, issues, and resolution times. Provide regular updates to senior management on key support metrics as required. Facilitate communication between stakeholders Serve as the primary point of contact between the Core Ecosystem Team and other departments, ensuring clear communication and timely updates on issues, project status, and priorities. Ensure process compliance Drive adherence to established processes and best practices for application support, maintenance, and testing. Ensure all work is documented appropriately, including resolutions, change requests, and release notes. Maintain the rOar knowledge base for common issues and resolutions. Qualifications Education Bachelor's degree or equivalent. Experience Over 5 years of hands-on experience in Agile project management and coordination, with focus in application support environments having a good track record of driving continuous improvement initiatives. Experience with project management tools such as Jira and ServiceNow. Other reporting frameworks such as Power BI are a plus. Experience with application support and maintenance processes for large-scale platforms handling high user volumes and significant data traffic. Skills Upper Intermediate English level (B2/ C1) Strong communication and interpersonal skills to liaise effectively with cross-functional teams and stakeholders. Knowledge of core business applications such as SAP, Salesforce (as part of the ecosystem) is a plus. Ability to prioritize tasks, manage multiple deadlines, and handle high-pressure situations. #J-18808-Ljbffr