Application Support Analyst

Role & responsibilities

• Ticket Management: Review, troubleshoot, prioritize, and resolve support tickets submitted by business users. Ensure issues are handled timely and with appropriate communication.

• Incident and Problem Management: Investigate recurring issues, identify root causes, document findings, and assist with long-term corrective actions.

• Business User Support: Work closely with operations, customs, finance, and regional teams to understand user issues, business requirements, and system needs.

• CargoWise Configuration: Assist with configuration updates, including but not limited to organizations, users, workflows, milestones, charge codes, document templates, reference data, and operational settings.

• Forwarding and Customs Support: Support CargoWise functionality related to forwarding operations, customs declarations, job processing, shipment visibility, billing, and compliance-related workflows.

• Testing and Validation: Assist with testing system changes, enhancements, upgrades, patches, and new configurations to ensure functionality meets business requirements.

• Documentation: Maintain documentation for support processes, configuration changes, troubleshooting steps, known issues, and user guidance.

• Training and Knowledge Sharing: Provide guidance and training to end users and internal support team members to improve CargoWise usage and reduce repeat issues.

• Collaboration: Partner with IT, operations, regional leadership, and software vendors as needed to resolve issues and implement improvements.

• Continuous Improvement: Identify opportunities to improve system processes, user experience, data quality, automation, and operational efficiency.

• Compliance: Ensure support activities and system changes align with company policies, operational standards, and regulatory requirement.

Preferred candidate profile

• Minimum of 3-5 years of experience in application support, systems support, logistics. operations, or a comparable role.
• Experience supporting CargoWise is strongly preferred.
• Experience with CargoWise Forwarding and/or Customs modules is highly preferred.
• Experience in freight forwarding, customs brokerage, logistics, or supply chain operations.
• Strong understanding of shipment lifecycle, job management, billing, documentation, and customs-related processes.
• Experience gathering requirements, analyzing business issues, and translating needs into system solutions.