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Position: Applications Support Analyst

Job Description:

We are seeking a seasoned Applications Support Analyst who is responsible for overseeing the support and maintenance of Transportation Management Systems (TMS) and Warehouse Management Systems (WMS) for our logistics operations. This role requires exceptional management skills and a deep understanding of TMS and WMS applications. The ideal candidate will have a strong background in logistics and supply chain management, with extensive experience in managing projects and fostering a collaborative, high-performance work environment.

Core Responsibilities & Duties:

System Support: Oversee the day-to-day support and maintenance of TMS and WMS applications, ensuring timely resolution of issues and minimal disruption to operations
Collaboration: Work closely with IT, operations, and other departments to understand business needs, prioritize support requests, and implement system enhancements
Incident Management: Manage the incident and problem management processes, ensuring efficient handling and resolution of application-related incidents and problems
Performance Monitoring: Monitor system performance and user feedback, identifying opportunities for improvement and implementing necessary changes
Documentation: Maintain comprehensive documentation of support processes, system configurations, and changes to ensure effective knowledge transfer and compliance with standards
Project Management: Participate in or lead projects related to system upgrades, new implementations, and process improvements
Vendor Management: Liaise with software vendors and service providers to ensure optimal performance and support of TMS and WMS applications
Training: Develop and deliver training programs to end-users and support team members to enhance system utilization and performance
Compliance: Ensure all systems and processes comply with company policies, industry standards, and regulatory requirements
Product Roadmap: Develop and manage the product roadmap for TMS and WMS applications, aligning it with business objectives and customer needs
Lifecycle Management: Lead the end-to-end product lifecycle from ideation through launch and iteration
Requirement Gathering: Collaborate with stakeholders including business leaders, IT teams, and end-users to gather requirements and define product features
Configuration Management: Oversee the configuration and deployment of TMS and WMS solutions ensuring they meet business requirements
Continuous Improvement: Drive continuous improvement initiatives to enhance product functionality and user experience
Other duties as assigned

Qualifications:

Minimum of 5 years of experience in application support or comparable position
Proven experience with TMS and WMS applications in a logistics or supply chain environment
Experience in CargoWise is a strong plus
Proficient in Project Management
Experience in Logistics
Experience in SQL is a strong plus
Previous experience performing functional analysis by gathering requirements, defining, and configuring applications

Skills:

Exceptional leadership and team management skills
Excellent problem-solving and analytical abilities
Proficient in incident and problem management processes
Effective communication and interpersonal skills
Proficient in SQL and other relevant technologies
Strong organizational and multitasking abilities
Ability to work under pressure and meet tight deadlines
A proactive and customer-focused mindset
High attention to detail and accuracy
Demonstrated ability to foster a collaborative and inclusive team environment
Ability to handle a fast-paced environment and make critical time-sensitive decisions
Persistent determination for results
Ability to learn new technologies and skills quickly
Ability to manage multiple projects and tasks simultaneously
Demonstrated leadership experience in overseeing complex applications projects
Track record of successfully leading and motivating teams to achieve project outcomes
Has the ability to think outside the box and is able to take the initiative to solve complex problems