Job Description

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

YOUR ROLE

As a Support Expert learning, you will play a central role in delivering high-quality technical support for learning systems within the organization. Reporting to the Support Team Manager, you will be the go-to expert for level 2 and 3 support, specializing in complex technical issues and critical incidents. You’ll lead support coordination efforts with global teams, deliver user training, manage small corrective maintenance projects, and serve as the dedicated expert for a specific CMA CGM Academy (e.g., Shipping, Logistics, Leadership, etc.).

You’ll work at the intersection of technology, training, and user support—ensuring seamless experiences for learners and administrators alike.

WHAT ARE YOU GOING TO DO?

Level 2 & 3 Technical Support

• Analyze and resolve complex incidents escalated from Level 1.
• Handle high-priority or specialized issues involving external vendors and development teams.
• Ensure continuous service availability through effective incident management.

Knowledge Management

• Document solutions and best practices in the internal knowledge base.
• Track incidents, resolutions, and apply lessons learned to improve future response.

Training & Enablement

• Deliver tailored training sessions for Back-office users
• Adapt content based on user roles and application functionality to enhance adoption.

Coordination with Global Teams

• Supervise and assist Level 1 support teams (e.g., GBS India).
• Handle escalations effectively and maintain fluid communication across support levels.

Corrective Maintenance Projects

• Lead assigned maintenance initiatives on Learning applications.
• Coordinate actions with technical and functional teams, track progress, and report on outcomes.

Support a Specific Academy

• Act as the primary contact for your assigned Academy.
• Understand user-specific needs and tailor support accordingly.
• Identify areas for improvement in tools and processes and propose enhancements.

WHO ARE WE LOOKING FOR?

• In-depth knowledge of Learning applications and related technologies (LMS / TMS at least)
• Experience in ITIL-based Level 2 and 3 support.
• Familiarity with incident and change management tools and processes.
• First experience with tools interface technologies (Flat files, API etc...)
• Proven experience managing corrective maintenance projects.
• Ability to coordinate remote teams, particularly offshore support (e.g., GBS India).
• Skilled at delivering technical training to non-technical users.
• Excellent communication skills—both written and verbal—for cross-functional collaboration.
• Comfortable to work in English speaking environment.
• Proactive: Anticipates issues and takes initiative to resolve them.
• Analytical: Strong ability to assess complex situations and find efficient solutions.
• Rigorous: Detail-oriented with a strong commitment to process adherence.
• Adaptable Comfortable managing shifting priorities in a dynamic environment.
• Team Player Collaborates effectively with stakeholders across the organization.
• User-Focused Committed to enhancing user satisfaction and experience.

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines