Senior Support Analyst, Application Support

The Maersk vision is to become the Global Integrator of container logistics - connecting and simplifying our customers' supply chain. We know we will only achieve this vision with the right people and the right technology. We are hoping that you will be the right person to join the part of Maersk which drives the technology for our warehousing, distribution, and transportation services in North America. Our technology enables a North American distribution network spanning the United States, Canada, and Mexico, with services that include transloading, automated conveyer sortation, and distribution with an emphasis on retail, wholesale, and e-commerce fulfilment.
The Fulfilled by Maersk (FbM) division, a vital segment of Maersk's vision, spearheads the development of innovative technologies. These technologies enhance customer fulfilment and logistics through automated, end-to-end digital journeys, providing access to streamlined products and services. Our team is focused on integrating data, systems, and processes, supported by scalable digital infrastructure and APIs.
As a Sr. Support Analyst, Application Support you will be responsible for the continual execution of system configuration, changes, and enhancements, in coordination with users, management and vendors. In this role, you will be assigned application support tickets or incidents. These will be L1, L2 and some L3 categories for troubleshooting and resolution. This position will collaborate with cross functional technology teams to address complex data, analysis of business logic, operational processes, and integrations between systems.
We Offer:

Join us at an exhilarating time to be part of a dynamic and growing team addressing some of the industry's most challenging problems, shaping the future of supply chain &
logistics. Maersk’s Technology organization presents a unique opportunity to impact global trade through the world's largest container shipping company. Our expanding team, boasting over 30 nationalities, prioritizes our people. You will find ample opportunities for professional growth in an environment of continuous evolution and progress.

Our fast-paced environment leverages modern technologies, with a bias toward action. We prioritize customer outcomes and passionately employ technology to solve problems. Our diverse team includes colleagues from various backgrounds and cultures, fostering an inclusive atmosphere. We encourage freedom and responsibility in shaping our community's setup and processes. Commitment to continuous learning is a hallmark, supported by conferences, workshops, and meetups.

You will work and communicate across geographical and cultural borders that will enable you to build a strong professional network. We will provide you with opportunities that broaden your knowledge and strengthen your technical and professional foundation.
Key Responsibilities:

Listed below are some of the key responsibilities our Senior Engineers take on. However, we work in an Agile environment, making this a superb opportunity for you to carve this role for yourself:

• Supports Operations to identify system issues, process changes and improvements that will assist in upholding operational throughput metrics.
• Serve as WMS business super user in configuration, troubleshooting, and on-going improvements.
• Solve complex challenges - use your research and excellent communication skills to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's
• Ownership and management of assigned IT Help Desk incidents/tickets to include appropriate triage and completeness.
• Create and improve knowledgebase documentation.
• This role has a rotating on-call component that requires some work outside of normal business hours.
• Other tasks and responsibilities
• Debug, evaluate or analyze programming code or logic, infrastructure set up and performance or other IT solution components
• Tasks that ensure that IT systems are up and running
• Translate Application Support needs and opportunities into functional or technical requirements
• Contributes to satisfying requirements thru tasks that assist in delivery activities, including planning, execution, quality assessment and issue resolution.
• Develop and maintain knowledgebase articles.
• Maintain and analyze various statistics.
• After-hours, emergency on-call support.
• Travel when required.
• Performs other related duties, as assigned.

Ideally a candidate would have/be:

While reading the following list, please consider that we value your whole skill set and expertise more than a list of “must haves”. If you believe you can aspire to this role, get in touch, even if you don’t currently have everything listed – let’s talk!

• Bachelor's Degree in IT, Computer Science, Business Administration, Operations, Logistics, or other related field, or equivalent experience
• Proficient in MSSQL.
• Experience with providing application user training.
• Knowledge of ANSI X12, XML and Proprietary EDI/Data Exchange processes
• Very strong functional and/or technical problem-solving skills.
• Excellent organizational, interpersonal, collaboration, written and oral communication skills.
• Ability to multi-task projects and responsibilities.
• Ability to work independently and take initiative.

Are you ready?
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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

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