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

2022-10521  

Line Of Business

FREIGHT MANAGEMENT

Description du poste

Type de contrat

CDI-Temps plein

Fonction

Fonctions Support - Informatique

Intitulé du poste

Level2 Process Support Specialist H/F

Description de la mission

Ensure an optimized utilization of our Operational TMS [Next Gen] by providing support to users , supporting the deployment of new functionalities , performing (re) training on specific functionalities , identify opportunities for process improvements and drive best practice sharing.
Objective / Purpose of the Job
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.
Dimensions and Quantities
Global Scope
Key Accountabilities (including activities)
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

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
Training within first 12 months (mandatory)
Induction to Geodis Freight Forwarding
TMS (NextGen)
Global Support process including Helpdesk ticketing system
Relevant internal (G-Campus) trainings
Required Behavioural Competencies

Competency Definition
Teamwork The ability and willingness to use emotional intelligence to interact at all levels, to promote collaboration and sustain relationship with business partners to influence business results and to find the approach that seeks a win-win.

Adaptability The ability to adapt to and work effectively within a variety of situations, and with various individuals or groups.

Customer Service focus The ability and the desire to respond to questions, meet wishes and requirements of internal and external customers by finding out, recognizing and understanding their needs and building up a long-term relationship.

Business Acumen The understanding of the business, industry principles and overall performance, in terms of the finance and profitability measures. Ability to apply this understanding to achieve results and to increase the performance and profitability of the company.

Initiative
The ability to recognize opportunities, possibilities or threats and respond (pro-actively) to them effectively.

Problem Solving Develops and communicates ideas to solve complex issues. Interact positively with others to address misunderstandings and reach agreement. Keen to address a complex issue from various angles to understand the root cause.

Temps de travail en %

100

Lieu de prise de service

Lieu de prise de service

Amérique, Mexique, México

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)