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Wilhelmsen Ship Management is one of the world’s largest third-party ship managers originated from Oslo, Norway with over 20,000 employees including our seafarers with a portfolio of more than 450 vessels and counting. Our employees are working with a comprehensive global maritime group providing over half of the merchant fleet with essential products and services, along with supplying crew and technical management to the largest and most complex vessels ever to sail.

We are currently looking for a Senior Business Application Support Specialist to join our team. We offer a culture and vibrant work environment of strong leadership, collaborative career development, work-life balance, and a job that is both challenging and stimulating. All team members are empowered with the freedom to influence each other as long as it complies with our Company’s values and vision.

This position will be located at Kuala Lumpur Sentral (Menara 1 Sentral) and it is easy to get to by public transportation as it is located at the heart of Kuala Lumpur. Our organization thrives by using modern tools and is eager to utilize the business opportunities that come with new digital tools and skills.

Main Responsibilities

1. Performing service desk duties, 1st line and 2nd line support and incident handling.
2. Business Application sync/replication monitoring and status update to stakeholders. Ensure high availability of business-critical applications.
3. Ensure VIT support documentation is updated and reviewed periodically.
4. Contribute and ensure Vessel IT Manual is updated and sent to vessels.
5. Contribute and ensure that Support Handbook is maintained and distributed.
6. Perform international travel related to IT support cases as required.
7. Purchase, setup, install & support vessel IT Infrastructure.
8. Develop and maintain user, system and operational documentation for vessel IT usage.
9. Ensure services are delivered according to WSM principles and guidelines for vessel IT support and best practices as applicable.
10. Contribute and ensure vessel IT problem management.
11. Contribute and ensure vessel IT Change Management.
12. Supervise projects and ensure the team is following up.
13. Supervise critical/urgent tickets.
14. Planning for vessel visit plan and cost approval.
15. Participate in system implementation projects onboard the vessels on management.
16. Participate in system implementation projects in WSM onshore when required.
17. Provide input to WSM BS&IS AOP, budgeting and planning as required.

Accountabilities

1. Liaison with vessel IT team members with respect to their requests and reported incidents.
2. Resolution of vessel IT incidents reported to 1st line support.
3. Follow up & conclusion of incidents escalated to 2nd Line.
4. Follow up and report on task status.
5. Initiatives to prevent recurrence of vessel IT incidents.
6. To stay professionally updated with regard to technology usage, relevant application usage and best practices.
7. To contribute to a continuous improvement of WSM’s services in general and WSM Business Solutions & Information Systems in particular.
8. To keep updated with regard to Corporate and WSM values, standards, policies and guidelines.
9. To report requirements for update of pertinent GIMS content.
10. Provide relevant training of WSM staff and seafarers as required.
11. Undertake necessary training when required.

This position will be measured against:

1. Feedback from Customers, Super users, Application Owners and vessel IT users.
2. Quality of reports on Business Application monitoring and status updates to stakeholders.
3. Quality of the data in ServiceNow.
4. Cost effectiveness of onboard IT support.
5. Availability of onboard IT infrastructure and systems.
6. Availability of business-critical applications onboard vessels.
7. Vessels satisfaction with the IT support and on the quality of the routines and efficiency gains in relation to these services.
8. The position will be measured against how well the infrastructure and systems work onboard, how satisfied the end-users are with the services and on the quality of the routines and efficiency gains in relation to these services.
9. Ability to ensure effective resolutions and workarounds for onboard incidents and prevent the recurrence of incidents.
10. Quality of Support documents, reviews and updates.
11. Evaluation of the training provided to the team.

Qualifications

1. Good incident management and support skills.
2. Good business and process understanding.
3. Structured and solution-oriented.
4. Team player.
5. Good communication skills in English.
6. Be able to work independently, be self-driven, and able to make quick decisions in a hectic work environment.
7. Ability to perform international travel as required.
8. Ability to fulfil relevant visa requirements for international travel.
9. Comply with relevant flag and port state requirements in order to join vessels for onboard assignments.

Additional Preferences

1. Maritime experience preferred.
2. Experience working with vessel IT solutions.

Sounds interesting? You can apply online today through our career portal by creating a "Candidate Home" account and attach your latest Resume.

Please note that only shortlisted candidates will be contacted.

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