System Support Advisor

Kuehne+Nagel; Telford; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

26 days annual leave

Pension scheme

Wellbeing centre

Job summary

Kuehne+Nagel is recruiting for an IS Systems Support Advisor to deliver high-quality support for WMS, TMS and Automation platforms hosted in AWS. You will cover multiple sites including Bicester, Donnington and Longtown, ensuring issues are resolved quickly and service levels are met.

You will build strong relationships with internal teams and external vendors, participate in incident management, and drive BAU changes while supporting project rollouts and system improvements.

Qualifications

• Experience supporting 3PL/logistics environments.
• Experience with Warehouse Management or related systems (Blue Yonder Dispatcher).
• Experience with Oracle SQL and reporting tools like Jasper.
• Knowledge of AWS-hosted environments and Dispatcher architecture is a plus.
• Strong communication with Operations, Vendors and IT teams.

Responsibilities

• Provide L1–L2 application support for WMS, TMS, and Automation systems.
• Raise, manage and track incidents and service requests (Topdesk/JIRA).
• Coordinate with 3rd party vendors for application support.
• Support incident management to restore services and maintain SLAs.
• Contribute to BAU changes and rollout across sites (Bicester, Donnington, Longtown).
• Collaborate with business partners to deliver solutions and workarounds.

Skills

Logistics experience

Customer service

Stakeholder communication

ITIL knowledge

Problem solving

AWS familiarity

Tools

Topdesk

JIRA

Oracle SQL

Linux

Job description

It's more than a job

As part of the Contract Logistics team at Kuehne+Nagel, you will play a key role in designing, managing, and optimizing solutions that keep goods moving efficiently. Whether you’re leading a team, engineering processes, or driving projects, your work ensures that our customers’ products are stored, handled, and delivered with precision. From everyday essentials to seasonal items, what we do in Contract Logistics impacts businesses and communities around the world. At Kuehne+Nagel, your contribution goes far beyond the warehouse—it helps shape the flow of global trade.

As a KN IS Systems Support Advisor, you will play a pivotal role in delivering high quality support across a range of critical systems, including Warehouse Management, Transport Management, and Automation Management platforms, all hosted within an AWS environment.

You will join a high performing, collaborative team where your contributions directly enhance both customer and user experiences. Your work will support the smooth running of operations and contribute to the continued success of the contract and the wider organisation.

In this role, you will build strong relationships and communicate effectively with internal teams, external stakeholders, vendors, and service providers. Through these partnerships, you will ensure that systems are reliably supported, issues are resolved efficiently, and service levels consistently meet or exceed agreed delivery standards. You will also play an important part in safeguarding operational performance and maintaining service excellence.

This is a dynamic position that requires adaptability, strong problem solving skills, and a proactive mindset.

Please note that participation in an out-of-hours support rota will be required to ensure continuity of service and support when needed.

How you create impact

• Trouble shooting and providing Application support for Blue Yonder Dispatcher Warehouse Management, Oracle Transport Management, (both hosted on AWS), & WCS Automation, across multiple sites (Bicester, Donnington & Longtown) and environments (Development, Test, Training, Production etc)

• Raising / managing tickets with multiple support desks within the contract (Topdesk & JIRA)

• Investigating and analysing Support Requests 1st and 2nd line

• Raising and Managing tickets with 3rd party suppliers for application support

• Supporting Emergency Incident management to restore services

• Support the development, implementation and configuration of the business systems along with technical analysis for incidents and proposed changes

• Supporting rollout of projects, bug fixes & changes for multiple systems, along with ensuring they are embedded as BAU.

• Collaborate with business partners and tech teams to support operations and deliver resolutions & BAU changes

• Adherance to the SLAs and process frameworks, across multiple service desks.

• Working with wider teams (internal & external) to provide solutions and workarounds to Business system users & stakeholders

What we would like you to bring

• Experience working in a 3PL or logistics setting
• Working knowledge and experience supporting Warehouse Management systems (Blue Yonder Dispatcher).
• SQL (Oracle SQL) & Reporting (Jasper report) capability and knowledge of Linux. Familiarity with Dispatcher architecture and Oracle database
• Transport Management (OTM), and Automation (WCS) systems, would be desirable Investigating and resolving Dispatcher / AWS performance issues
• Familiarity with web and application servers hosted in AWS environments would be desirable.
• Technically minded with a dynamic approach and a positive attitude towards change
• Previous IS Application Support role / experience (L1–L2) with excellent customer service skills, and a good command of the English language
• Proven experience of key stakeholder communication (Operations teams, Technical Vendors etc.) to support operations and deliver resolutions
• Strong PC skills and able to build and maintain relationships with wider IT teams, internal & external stakeholders
• Understanding of ITIL best practises for customer support

What's in it for you

Join Kuehne+Nagel and build your future with us. We believe in recognising and rewarding the commitment, expertise and passion our people bring every day. In return, you'll enjoy a competitive benefits package, including 26 days' annual leave plus bank holidays, with the opportunity to earn additional leave through length of service.

You'll also have access to our contributory Kuehne+Nagel pension scheme and our Route 2 Rewards programme, offering employee discounts, recognition initiatives, wellbeing resources and a dedicated wellbeing centre to support you both professionally and personally.

As a proud holder of the Gold Armed Forces Covenant Award, we are committed to being a forces friendly employer and actively welcome applications from service leavers, reservists and veterans. We recognise the valuable skills, experience and perspectives they bring to our business and are proud to support their transition into civilian careers.

Please be aware that by applying for this role, you are agreeing to participate in the employment screening process. This process will include criminal record checking and identity validation. This means that KN will ask successful applicants to provide certain information and documentation to enable these checks to be conducted. Any appointment will then be strictly conditional upon, and subject to, the receipt of satisfactory results of these checks

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [e-mail] with the nature of your request. We will answer your inquiry within 24 hours.