Job Functions:
Users support and incident tracking
• Follows the support processes and the tools that supports them
• Provides 1st level support to the users
• Is the interface with the second level support (internal / external) and transmits the information to users:
• Request: contacts the support hotline the requests of users that he cannot answer and follows-up the
request with the requestant.
• Incident: contacts the support hotline and describes the incidents experienced by the users to the
persons in charge of the software (division IS or local IT). Follows the resolution of the incident
by the software hotline or the local IT.
Users training
• Participates to the training program.
• Participates to the training.
• Provides training related to current and new staff
Super user training
• Follows advanced training during the implementation.
• Is proficient with the support procedure of the IS department
• Is trained to use the support tools according to his perimeter.
Software implementation
• Participates in all tasks related to impact assessment, setup, simulation, go live support.
• Can train the users to help the team in charge of the system implementation.
Evolution of the application
• Through the requests of the users, the super user can be at the origin of application changes.
• Keeps updated of the release notes and pro-actively requests further details on the possible impacts
on existing processes
• Performs and validates the pre-production testing before upgrades.
• Explains the new features of an upgrade to operations managers.

Running the application
• Performs adjustments to the existing configuration on his scope.
• In case of scope extension (new processes, new site, new customer) contacts the regional trainer /
deployment manager and program manager to perform an impact assessment and an action plan.
• Special case of the management of access rights to the application:
• A Super User - Roles Manager is identified. He creates, deletes, updates user profiles according to
local validation procedures.

Administration
• Management of monthly reports for all areas of responsibility and related KPI.
• Report of Statistics/anomalies/alerts to local Management
• Follow the quality of the data captured (Statistics, client and operational reports)
• Comply with necessary procedures to ensure professional output within the function
• Maintain good communications with operational and administrative staff internally
• Monitor target deadlines with the aim of not missing specific deadlines.

User support
• Respond to requests from users, saves useful information. Fixes or traces incidents and optimizes
system performance. Controls the outcome of the proposed solution and the customer satisfaction which
results from it.
Tests
• Performs systematic testing procedures for the applications in his scope. Ensures that new components
systems or updated ones work as expected.
Training
• Train users with features and / or new application features, as well as business processes related to
the application, during the implementation phase.

• Analytical and process minded
• Sound understanding of Freight Forwarding and Operations processes
• Ability to communicate internally, and implement changes to working practices
• MS Office (Word, PowerPoint & Excel)
• Knowledge in Transport Management Systems and SQL advantageous
• Able to work independently as well as to participate effectively in a team environment
• Excellent interpersonal and communication skills
• Experience in Freight Forwarding, Logistics and Transport Management or similar advantageous
• Quick learner and fast thinker with the strong ability to respond and solve problem in an efficient
manner
• Experience with one-on-one and group training both in person advantageous
• Has good oral and written communication to enable to be responsive to the needs expressed by the
users, needs that he will transcribe in writing (email and / or reports) to the hotline.
• Rigorous.
• Ability to measure the urgency of a support request.
• Pro-activity in the presentation of the application he is responsible for.