Informations générales

Entité de rattachement

GEODIS est un leader mondial du transport et de la logistique, reconnu pour son expertise sur l'ensemble de la supply chain. Partenaire de croissance de ses clients, GEODIS intervient sur cinq métiers : l'optimisation de la chaîne d'approvisionnement, le Freight Forwarding, la logistique contractuelle, la distribution & l'express et le transport routier. Avec un réseau mondial couvrant près de 170 pays et plus de 49 400 collaborateurs, GEODIS se classe au sixième rang mondial de son secteur. En 2022, GEODIS a réalisé un chiffre d'affaires de 13,7 milliards d'euros. GEODIS est une société du groupe SNCF.  
Ce poste est également ouvert à toute personne reconnue travailleur handicapé  

Référence

2023-11556  

Line Of Business

CORPORATE

Description du poste

Type de contrat

CDI-Temps plein

Fonction

Fonctions Support - Informatique

Intitulé du poste

CRM Business & Support Analyst H/F

Description de la mission

• A hybrid profile with a mixture between Build and RUN activities
• Be part of the build team and participate in CRM deliveries (sprints & minor releases)
• Be part of the support team and participate in CRM Run activities L2 & L3
• Handle the new requirements on CRM Documents Generation tool

Key activities on CRM Build:

CRM Business Analyst
• Proactively propose new functionalities
• Interacts with Business stakeholders as much as necessary to clarify requirements.
• Responsible for data quality follow-up within the adoption stream
• Responsible for data migration stream for new entities to be deployed
• Participate to the SalesForce developments
• Responsible for estimating and managing his/her own tasks.
• Collaborate closely with all the other members of the team (Ensure backup when needed).
• Takes responsibility for the quality of the software he/she produces under the validation of the technical lead.
• Responsible for Documents generation tool : Design and implementation
• Participate in Technical documentation enrichment
• Communicate efficiently on key achievements
• Participate in technology watch within the build team

Key activities on CRM Support:

IT Run & Support Level 2
• Ticketing management in ServiceNow platform
• Priority & Risk evaluation
• Technical & functional analysis
• Participate in the Minor releases' delivery
• Ensure the quality of the support and end-to-end services provided to end users
• follow-up and coordinate the Support backlog in Jira with the Build team
• Respect of the Support processes
• Written & oral communication with End-users, IT teams, Business teams, Application owners, etc.
• Proactively propose enhancements for CRM setup (Business and Build).
• Proactively participate to Support documentation updates.

Profil du candidat

Key skills:

• Team Spirit
• Empathy with users – patience, understanding, diplomacy, active listening
• Excellent oral and written communication
• Analytical & rigorous mind - Investigation and diagnostic skills
• Agility and adaptation to priorities
• Stress management - Ability to work under pressure and to tight deadlines
• Continuous learning and curiosity
• Proactive approach
• Offer tangible and, whenever possible, both technical and data-driven suggestions on ways IT services can improve

Dimensions and Quantities

Working area: Levallois Perret & home-office (France)
Scope of work:
- CRM Build Team
- CRM Support Team
Essential Educational and / or Training Qualifications & Certificates

• Strong IT support background with 2/3 years of experience in IT, preferably in similar functions
• Good knowledge of Salesforce
• Good knowledge of IT technology
• University degree in IT

Temps de travail en %

100

Lieu de prise de service

Lieu de prise de service

Europe, France, Île-de-France, Hauts-de-Seine

Ville(s)

Critères candidat

Niveau d'études min. requis

BAC+5 / MASTER

Niveau d'expérience dans la fonction

Confirmé (5 à 10 ans d'expérience)

Langues

Anglais (Maitrise Courante)