Application Support Leader
Are you an experienced and proactive IT professional with a strong background in WMS systems and a passion for delivering exceptional support services? If you are a natural leader and possess the technical expertise to drive successful application-based products and services, we have an exciting opportunity for you in our site in Trecate, Italy, as an Application Support Lead at GXO Logistics!
Working at GXO Logistics as Application Support Lead
As Application Support Leader you work on a daily basis to provide tactical advice, training and support on core technology applications to internal colleagues and external Clients to enhance and enable the delivery of application-based products and services. This includes any IT based environment providing IT service to our GXO Operations as well as customer-facing service such.
You will manage a team of Application Support Analysts and you will act as Application Support Analyst in case the workload will require additional bandwidth. As L2 Application Support Leader you will drive jointly with the IT Service Manager the transport in the production environment of upgrades to existing technologies and provide change management support to the Key Users.
You will implement and operate a support desk function to assists with the planning of IT application and infrastructure changes and you will interact with senior stakeholders directly, both internally and externally.
You will report to IT Service Manager. However, you are expected to prioritize your workload and the workload of your team without the supervision or approval of you manager. You will be responsible for their own workload and will be expected to problem solve and prioritise independently.
Jointly with your team you will deliver a ‘first line fix’ service in many cases to both internal colleagues and external clients and customers. As L2 Application Support Leader you will maintain ownership of issues (vis-a-vis the internal user/external client) even where elements are escalated to subject matter experts.
You and your team are responsible for analyzing and assigning and following up incidents, problems, service requests, for specific accounts in your scope of responsibilities.
What do you do as Application Support Lead?
• 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
• As member of the L2 IT Support team you are also 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
What 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 3 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.
Your working environment
GXO Logistics offers advanced supply chain solutions for the world's most successful companies in many industries, as e-commerce, food & retail and industrial multinationals.
Every day, more than 4,500 employees give the best of themselves for the supply chain challenges of different customers; how different, challenging or specific the requirements can be. We have almost a million square meters of storage space and approximately 200 vehicles. Customer satisfaction, personal growth of employees and a safe working environment are crucial within GXO Logistics' business philosophy.
In short, this is the next place you want to work!
For more information, please contact Patricia Guisado (Corporate Recruiter), who can be reached via email: patricia.guisado@gxo.com
Interested?
Apply via the button and leave your recent CV and cover letter.
Want to know more about GXO Logistics? Watch the video below or visit our website www.gxo.com
https://www.youtube.com/watch?v=ZgFyx6njy9c
We engineer faster, smarter, leaner supply chains
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.