Analyst

JOB DESCRIPTION

Job Title: Analyst / Sr Analyst (Web Support) E-Commerce

Department: E-Commerce

Reporting: Manager Digital Agency Products & Customer Experience

Vacancies: 3

Role Summary:

We are looking for a motivated and detail-oriented individual to join the Web Support team. The role is responsible for providing Level 3 Functional and Technical Support for Website and Mobile App solutions to Regional Offices, GBS, Head Office and other stakeholders.

This role involves analyzing and resolving functional and technical issues, coordinating with relevant IT and product teams for issue resolution, supporting business users, maintaining documentation and ensuring adherence to defined processes and Service Level Agreements (SLAs). The ideal candidate should have a learning attitude, good analytical and problem-solving skills, strong communication abilities and an understanding of customer needs.

Core Responsibilities:

Functional & Technical Support

• Provide Level 3 Functional and Technical Support to the eCommerce network and other stakeholders for Website and Mobile App solutions, ensuring timely resolution of reported issues.
• Analyze reported functional and technical issues, identify potential root causes, and provide appropriate resolutions or workarounds.
• Understand business requirements and customer needs when analyzing issues or initiating support actions.

Incident, Issue & Stakeholder Management

• Report technical issues to the relevant IT, Product or Development teams and follow up through resolution.
• Work collaboratively with relevant technical and functional teams to ensure smooth resolution of production issues.
• Maintain effective communication with stakeholders throughout the issue lifecycle and provide timely updates on progress and resolution.

Knowledge & Capability

• Participate in knowledge sharing and develop strong functional and technical understanding of the supported applications and solutions.

Key Performance Standards:

• Able to provide support on the various eCommerce solutions offered by the CMA CGM group (Quote to Cash).
• Proactive Support to the eCommerce Network as per the defined SLA.
• Prepare & Document SOPs and maintain an updated version of existing documents, in confluence
• Continuous Improvement mindset demonstrated as per defined KPIs.
• Complete all mandatory E-Learnings as per the timeline defined.

Qualifications and Skill Sets:

• Graduate / Engineering graduate, preferably in Computer Science or a related discipline.
• Good written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills and ability to work effectively with cross-functional teams.
• Customer-oriented approach with the ability to understand business and user needs.
• Familiarity with workflow, incident management and documentation tools such as JIRA and Confluence.
• Basic understanding of Website and Mobile App solutions and their supporting processes.
• Willingness to learn new applications, technologies and business processes.
• Ability to work independently as well as collaboratively in a support environment.
• Basic understanding of programming and development methodologies and Agile delivery processes
• Basic knowledge of SQL & No SQL databases