Application Support Analyst

JR Italy; Trecate; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

Un'azienda innovativa cerca un Application Support Analyst per supportare le applicazioni software e migliorare l'esperienza utente. In questo ruolo, sarai responsabile della risoluzione di problemi, dell'analisi delle richieste e della gestione delle comunicazioni con i clienti. Lavorerai in un ambiente dinamico e internazionale, dove il tuo contributo sarà fondamentale per il successo dell'organizzazione. Se sei un professionista motivato con esperienza nel settore della Supply Chain e desideri crescere in un contesto stimolante, questa è l'opportunità giusta per te.

Servizi

Cultura organizzativa aperta

Opportunità di sviluppo personale

Ambiente di lavoro dinamico

Team collaborativo

Competenze

• Minimo 2 anni di esperienza in un ruolo simile, preferibilmente nel settore della Supply Chain.
• Conoscenza dei sistemi WMS e delle relative funzionalità.

Mansioni

• Responsabile per l'analisi e la gestione di incidenti e richieste di servizio.
• Diagnosi e risoluzione di problemi delle applicazioni software.

Conoscenze

Analytical Skills

Problem Solving

Communication Skills

Proactivity

Teamwork

Formazione

High School Diploma

Graduation Level

Strumenti

SQL

ServiceNow

Descrizione del lavoro

Working at GXO Logistics means working in a dynamic and international organization. An exciting environment with plenty of room for personal input and development. Employees at GXO Logistics are in charge of their own success. Whatever your position at GXO Logistics, you will face new challenges every day, allowing you to develop optimally. We support you in your development, so that you can contribute to the entrepreneurship of our organization.

What do you do as a L2 Support Analyst

As Application Support Analyst you work on a daily basis for troubleshooting the software applications, middleware and customer facing infrastructure used by GXO and ensuring that help desk tickets are resolved in a timely fashion. In addition to diagnosing bugs and problems that result in a poor user experience, you will be also requested to transfer what you learned from your daily task into potential product enhancements. In this role, you mainly work together with the GXO operation (Key Users) and software development center.

Application Support Analyst reports directly to WMS (Warehouse Management System) platform Lead.

Application Support analyst is responsible for analyzing and assigning and following up incidents, problems, service requests, for specific accounts in his/her scope of responsibilities.

• Responsible for analyzing and assigning and following up incidents, problems, service requests.
• Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
• Responsibilities also include root cause analysis, management communication and client relationship management in partnership with the IT Service Manager.
• Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines.
• Responsible for coaching and mentoring less experienced team members (Key Users) and or acting as a subject matter expert.
• In depth Functional knowledge of the application(s) supported and inter dependencies between applications and middleware (e.g.: Enterprise Service Bus).
• You evaluate and maintain the quality of functional IT documentation.
• You are 2nd line IT support and you create documentation for the 1st line IT organization (ServiceDesk).
• Besides WMS, you may occasionally perform tasks in the areas of TMS, reporting and EDI.
• An Application Support analyst is responsible for analyzing and assigning and following up incidents, problems, service requests.
• With regards to the incident management your responsibility is to:
• assess the issue/problem technical impact.
• assess the issue/problem business impact.
• assign the proper severity classification based on the rules and contracts details.
• analyse the issue/problem to either provide a timely resolution and restore the IT service.

• Escalate to the next level or support (software development center), in case of inability to resolve, to preserve the timely resolution of the issue/problem.
• Communicate the issue/problem progress in a timely and proactive fashion to customer and/or reporter.
• Based on your level of seniority on the WMS functionalities you might be also part of a project implementation team to configure and test the application functionalities prior to switch them on in production.

What we offer you

• You will work in a dynamic organization where development and personal contribution are central.
• Enterprising, open and informal organizational culture.
• Dynamic organization in which development and own input is central.
• Entrepreneurial, open and informal organizational culture.
• Working together with a friendly team to achieve a good result.

What do you have

• You have a minimum High School or Graduation work and thinking level.
• You have good knowledge of WMS systems and related processes/functionalities with a minimum 2 years in a similar role.
• You are independent, analytical and accurate, but you are also able to maintain a helicopter view.
• Experience in a complex, high demanding and fast-paced international environment, preferably in Supply Chain industry.
• Knowledge of SQL and ServiceNow.
• You have excellent knowledge of Italian and English Language.
• Good communication skills, proactivity, problem solving, target oriented.
• Quickly learn and achieve proficiency in new software applications and technologies as needed.
• Self-motivated.
• Team-oriented. Consults with team members and management as needed to complete assigned responsibilities.
• Works with minimal supervision.
• Comfortable working in a matrix environment.
• Establish and maintain effective, collaborative work relationships both internally and externally.

Your working environment

Customer satisfaction, employee personal growth and sustainability are central to GXO Logistics' business philosophy. Today, this ambitious company is one of the top 3 largest logistics service providers.

GXO Logistics offers advanced supply chain solutions for the world's most successful companies in many industries, as e-commerce, food & retail, fashion and luxury, pharma & beauty and industrial multinationals. In Italy and Switzerland GXO operates from 45 different locations with its headquarters in Trezzo sull’Adda (MI).

GXO is a leading provider of advanced supply chain solutions to the world's most successful companies. We help our customers manage their goods as efficiently as possible using our technology and services. Our greatest strength is our global team - energetic, innovative employees of all experience levels and talents who make GXO a great place to work.

“We engineer faster, smarter, leaner supply chains.”

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