Application Support Analyst
APPLICATION SUPPORT ANALYST
Our IT team in Trecate keeps growing! We are looking for a new colleague that wants to join our team as Application Support Analyst. Take a look!:
Responsibilities:
As L2 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 the L3 Support Analysts. L2 Support Analyst reports directly to the L2 Support Teamlead
A L2 IT Support analyst is in responsible for analyzing and assigning and following up incidents, problems, service requests, for specific accounts in his/her scope of responsibilities.
Your duties include:
• 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
• Besides WMS, you may occasionally perform tasks in the areas of TMS, reporting and EDI
• A L2 IT Support analyst is in 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
OR
- Escalate to the next level or support, 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
Requirements:
• 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;
• 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.
What we offer:
- 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.
GXO
Logistics at full potential.
Logistics done differently.
Be part of something big.
GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.