2nd Level Systems and Process Specialist
Kuehne Nagel
Cebu City, Sebu, Philippines
13h ago


Your Role

To provide 2nd level support for KN systems, customer / client systems, reporting and other advanced level tasks and escalations for Sea Logistics operations across the ASP region.

Your Responsibilities

  • Provide 2nd level support for escalations raised by the 1st level team on defects on multiple KN systems and customer / client systems, BO customer and KN reporting, quotation and rates, and other related issues.
  • Prepare business process automation and upcoming KN export system upgrade requirements, organization, process and implementation.
  • Perform administrative setup and testing of new systems releases.
  • Perform root cause analysis of system failures and defects.
  • Coordinate regularly with country systems and process POCs for process updates and alignments, escalations and other relevant activities.
  • Coordinate regularly with the 1st level team on systems and process updates, testing, ticket handling opportunities and other relevant activities.
  • Monitor the ticketing system (Zendesk) queue and comply to agreed ticket handling SLAs for first response time and resolution time for all tickets.
  • Escalate tickets to the global IT team once all necessary 2nd level steps are exhausted.
  • Create and update working instructions to be used as reference by the whole team and all stakeholders.
  • Monitor and secure optimal performance and utilization of KN systems to ensure quality and efficiency.
  • Plan and perform training of the 1st level team and 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
  • Good communication skills
  • Must have advanced systems knowledge and understanding
  • Process improvement
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