Senior Analyst

2 weeks ago

Chennai, Tamil Nadu, India CMA CGM Full time US$ 80,000 - US$ 1,20,000 per year

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

JOB DESCRIPTION

Job Title : Analyst / Sr. Analyst (Web Support) – E-Commerce
Department : E-Commerce
Sub Department : -
Reporting : Manager - E-Commerce Professional Services

Role Summary:
 The Quality The candidate shall be responsible for providing Level 3 Functional and Technical Support to Regional Offices (L2), GBS (L1) and HO/other stakeholders on our Website and Mobile App solutions. The candidate must have knowledge in SQL and possess basic troubleshooting skills.

Core Responsibilities:
 Providing Functional & Technical Support to eCommerce Network and other stakeholders on Website & Mobile App Solutions.
o Analyzing the queries received from eCommerce Network & respond with detailed analysis.
o Report the technical issue to the IT team & follow-up for issue resolutions.
o Participate in Technical calls with IT on root cause analysis.
o Coordinate with Product Owners for functional clarification, if required.
o Adhere to SOP & internal process.
 Ensure timely update of case status in the Internal Tools.
 Internal Knowledge Base Management (Confluence) – Maintain the newly reported scenarios and use cases in the KB.
 Perform User Acceptance Tests on the bug fix delivered for Web & Mobile App solutions.

Key Performance Indicators:
 Able to provide support on the various eCommerce solutions offered by the CMA CGM group (Quote to Cash).
 Pro-active Support to the eCommerce Network as per the defined SLA.
 Document all new use cases identified in the Knowledge Base.
 Continuous Improvement mindset demonstrated as per defined KPIs.
 Complete all mandatory E-Learnings as per the timeline defined.

Qualifications and Skill Sets:
 Preferred Graduate / Engineering graduate in Computer Science. Minimum experience of 2 years, preferable in Web Development or Techno-functional support roles.
 Candidate having experience in the shipping industry is preferred.
 Good written and Oral communication skills.
 Understanding the needs of the internal or external customers when initiating actions or making decisions.
 Strong communication and interpersonal skills.

Come along on CMA CGM's adventure

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