IT L2 Process Support Specialist

4 weeks ago

Gurgaon Rural, India GEODIS Full time

About the Company

GEODIS is committed to providing innovative and sustainable logistics solutions that meet the needs of our clients while adhering to our core principles and values.

About the Role

Provide support on TMS to Level 1 (key and super users), in line with operations policies and business needs in order to ensure an optimized utilization of our Operational TMS.

Responsibilities

  • Analysis, classification and solving of Incidents of our TMS
  • Conduct approval tests on functionality of new versions provided by our software supplier
  • Provide TMS application support on global scale
  • Identify TMS application training needs
  • Coordinate and conduct (refresher-)trainings for TMS system to Key Users
  • Work closely with team members, Key Users (Level 1 Support), application specialists (Level 3) and TMS vendor (Level 4) for incident issues
  • Document TMS incidents and resolutions and maintain these in a knowledge database
  • Support of local country key-users on how to use the TMS
  • Create solutions for IT Incidents or monitor progress while escalated to higher level support groups
  • Fulfilment of defined standard user service requests
  • Participation in acceptance tests on new versions provided by the software supplier
  • Conduct trainings for country Key Users on new software versions via online trainings
  • Evaluate effectiveness of training and provides feedback on improvement possibilities
  • Participate in acceptance tests of new versions of the TMS
  • Participate in TMS related projects when requested and develop training material for projects going live
  • Identify system optimization opportunities and report to application and process owners
  • Management Information Monitor quality of system utilization by users, in line with policies and standards, and initiate corrective and escalate actions if needed to ensure an optimized utilization of our Operational TMS (Next Gen).
  • Administer ticket handling records
  • Administer, analyse and report testing results to Level 2 Support Manager
  • Administer and report training hours conducted and results to Level 2 Support Manager
  • Analyse and classification of IT Incidents of our TMS for all enabled countries and Geodis companies
  • Maintain of the knowledge database with identified problems and available solutions

Qualifications

  • Bachelor working and thinking level
  • Business background with 2-3 years' experience in logistics and forwarding or an IT background with 2-3 years' experience in support of logistics systems
  • Experience in conducting user Trainings
  • Fluent English, in speaking and writing
  • Must have in-depth knowledge of the TMS
  • CCP certification or Cargowise Certified Specialist is must.

Irregular working hours - 24*7

  • Candidate should be flexible and open to work 24*7
  • Candidate must be flexible and open to work in night shifts, early morning shifts.
  • Also open to support few weekend for Major maintenance activities and application releases.

Equal Opportunity Statement

GEODIS is committed to diversity and inclusivity in the workplace.

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