Application Support Analyst

Application Support Analyst

 

 

Logistics at full potential

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.

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 (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