1St Level Systems And Process Specialist

BE PART OF OUR GROWING TEAM

Your Role

To provide first level support for KN systems, customer/client systems, reporting and country specific adhoc tasks for Sea Logistics operators, country ZS-Cs and other related stakeholders of countries of the NAM region.

Your Responsibilities

- Provide support for defects for multiple KN Systems and customer/client systems.
- Cater to requests to perform various specialist-level tasks including BI reporting within multiple KN Systems and customer/client systems.
- Perform setups for customer accounts, supplier accounts, e-invoicing, billing, quotation and other relevant setups.
- Deliver adhoc reports for select countries on specific regular schedules.
- Coordinate regularly with country Systems and Process POCs for process updates and alignments, escalations and other relevant activities.
- Coordinate regularly with the 2nd level team on Systems and Process updates, testing, ticket handling opportunities and other relevant activities.
- Monitor the ticketing system queue and comply to agreed ticket handling SLAs for first response time and resolution time for normal and urgent tickets.
- Escalate tickets to the 2nd level team once all necessary 1st Level steps are exhausted.
- Create and update working instructions to be used as reference by the whole team and all stakeholders.
- Plan and perform training of new team members with minimal impact to team performance.

Your Skills and Experiences

• Bachelor's Degree in IT or any related field is required
• Experience in technical or systems supports is required
• Preferably with experience in customer service & effective communication s
• Must have advanced systems knowledge and understanding
• Process improvement
• Must be able to work on a night shift