Informations générales

Entité de rattachement

GEODIS est un opérateur de la chaîne logistique se classant parmi les plus grandes entreprises dans son domaine en Europe et dans le monde. Rattaché à SNCF Logistics, qui est elle-même une branche du Groupe SNCF, GEODIS est le leader du Transport et de la Logistique en France et se place au quatrième rang européen. Son rayonnement international s'appuie sur une présence directe dans 67 pays et un réseau mondial qui relie plus de 120 pays.

Pourquoi nous rejoindre ?

Le Transport et la Logistique sont aujourd'hui un secteur clé de l'économie mondiale. En tant qu'acteur international majeur du marché, GEODIS a pour objectif la satisfaction totale de l'ensemble de ses parties prenantes, à commencer par celle de ses collaborateurs. Ce sont plus de 39500 collaborateurs à travers le monde qui partagent les mêmes valeurs d'engagement, de passion, de solidarité, de confiance et d'innovation, piliers de la stratégie du Groupe.

Ce poste est également ouvert à toute personne reconnue travailleur handicapé  

Référence

2020-6186  

Description du poste

Type de contrat

FRANCE - CDI Temps plein

Fonction

Fonctions Support - Informatique

Intitulé du poste

Level 2 support process specialist H/F

Description de la mission

Support the implementation new policies, processes and procedures in TMS, by providing training and identifying optimization opportunities. Provide support to Level 1 (key and super users). Analysis, classification and solving of Incidents of our TMS. Conduct approval tests on functionality of new versions provided by our software supplier.

Network Support
Provide support on TMS to Level 1 (key and super users), in line with OPS policies and business needs in order to ensure an optimized utilization of our Operational TMS [Next Gen].
 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 and helpdesk application training needs
 Coordinate and conduct (refresher-)trainings for TMS and Helpdesk ticketing 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


TMS Application
Support the implementation of new policies, processes and procedures in TMS, by providing training and identifying optimization opportunities, in line with OPS polices and business needs in order to ensure efficient use of TMS within the Network
 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 in order 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
 Administer the documentation of IT Incidents in the helpdesk ticket system, tracking of problem solving and controlling of the service quality development
 Maintain of the knowledge database with identified problems and available solutions

Profil du candidat

 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 and helpdesk ticketing systems

Localisation du poste

Localisation du poste

Asie

Ville(s)

Critères candidat

Niveau d'études min. requis

BAC+2 / BTS / DUT

Niveau d'expérience dans la fonction

Confirmé (5 à 10 ans d'expérience)

Langues

Anglais (Maitrise Courante)