First Level Support IBM OMS

17 hours ago

Belgrade, Central Serbia Geodis Full time €25,000 - €40,000 per year


General information

Legal entity

GEODIS is a leading global logistics provider acknowledged for its expertise across all aspects of the supply chain. As a growth partner to its clients, GEODIS specializes in five lines of business: Supply Chain Optimization, Global Freight Forwarding, Global Contract Logistics, Distribution & Express, and European Road Network. With a global network spanning nearly 166 countries and more than 49, 720 employees, GEODIS is ranked no. 6 in its sector across the world. In 2024, GEODIS generated €11.3 billion in revenue. GEODIS is a company owned by SNCF Group. 

This position is also open to anyone recognized as a disabled worker.  

Reference

Line Of Business

SUPPLY CHAIN OPTIMIZATION


Type of assignment

Full-time Regular


Function

Operational activities - 4PL Operations


Job title

First Level Support IBM OMS / GLS M/F


Job description

Position summary: Position is responsible for supporting internal and external end users in solving issues, user management, issuance of analysis and resolution using adequate company's and client's systems.

• Ensuring data completeness and accuracy and data provision based on queries

• Working closely with IT and business on based on development /change requests

• Achieving internal and external customer satisfaction in terms of services provided, user support

• Conducting preliminary and independent based on on IT issues

• Addressing /perform corrective actions to solve potential issues

• Reporting findings to second level support, following up till resolution, retrieving RCA from 2nd level support

• Tracking incidents not addressed to Central Support to ensure closure and identifying potential structural resolution required

• Ensuring EDI completeness; EDI timelines monitoring and corrective action definition

• Providing education and training to local end users in both IT and process aspects

• Preparing business process documentation such as desktop procedures, work instructions, user guides, etc.

• Collecting and summarizing business requirements

• Managing testing through setting up test environment, participating in UATs, creating scenarios and validating IT solution

• Managing implementation through setting up production environment, internal and external user education and support

• Interfacing with IT 2nd level support team and management in case of escalation

• Communicating status of based on resolution on a regular and timely manner to all involved parties in the process and IT stakeholders

• Interfacing with various operation functions to understand demands and changes

• Communicating with internal/external suppliers and customers to resolve issues

• Interacting with all functions to ensure external and internal customer satisfaction

• Managing internal and external users' accesses and installation of IT equipment and network in cooperation with external provider

• Participating in set up of company and client management systems

• Providing local IT support for users through creation of users' Ids, set up of lap top

• Checking systems consistency and cleaning thus keeping databases accurate

• Registering queries in Ticket Management System and following up

• Communicating status of performance result to the agreed parties, internal/external

• Communicating with Client/Supplier/Vendor when required to fulfil the tasks


Applicant's profile

Advanced English language
Advanced MS Office


Working time (%)

100


Position place

Europe


Location


Belgrade

Candidate criteria
Minimum level of education required

BUSINESS SCHOOL


Years of experience in similar position

Junior (1 to 5 years of experience)

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