L2 Application Support Analyst

This is a BAU support role for LinerX, our liner agency system used by agency offices and shared service centres serving shipping lines. LinerX is developed and maintained by a third-party vendor, so the role acts as the support bridge between our business users and the vendor.

The role moves through three phases as the rollout progresses:

1. Rollout phase – Learn how each branch uses LinerX, and work with the rollout Project Manager on handing each site over to BAU, setting out what BAU needs to take it on. Branch rollout itself is led by a dedicated BA.

2. BAU phase – Run day-to-day L2 support for all live sites, act as the knowledge and escalation point for regional L1s, and handle EDI, master data and vendor fixes.

3. Post-rollout phase – Once all sites are live, work with the Product Improvement BA to transition change requests (CRs) raised and delivered during BAU into BAU support.

Responsibilities

L2 application support (functions)

· Own L2 support for LinerX functional modules across all live sites: triage, troubleshoot and resolve bugs, incidents, service requests and user queries within agreed SLAs.

· Analyse issues to root cause, separating user/process errors, configuration and master data issues, and genuine system defects.

· Resolve configuration, setup and data issues directly; escalate confirmed defects to the vendor with clear reproduction steps and evidence.

· Handle functional enquiries and issues escalated by regional L1 support, and give L1 the guidance to close them.

· Maintain global and local master data in LinerX, ensuring accuracy and consistency across sites.

· Maintain and update report templates and document outputs built in ActiveReportsJS.

EDI support

· Monitor and support inbound and outbound EDI flows (e.g. COPARN, CODECO, COARRI, IFTMBC, IFCSUM, IFTMAN and CUSCAR.) with principals, terminals, customs and other partners.

· Investigate EDI failures, mapping errors and missing or rejected messages; coordinate fixes with the vendor and trading partners.

Vendor liaison

· Act as the day-to-day contact for the LinerX vendor on support matters: log, prioritise, track and follow up on tickets until closure.

· Review vendor release contents and assess the impact on live sites, EDI and integrations; flag support risks to the Product System Manager, who owns release planning with the vendor.

· Prepare and issue user-facing release notes for each release, explaining what has changed and any impact on how users work.

· Brief regional L1s ahead of each release, verify the system after deployment, and update support documentation.

· Take part in regular service reviews and maintain the issue and defect log.

BAU handover

· Build a working understanding of how each branch uses LinerX (processes, configuration and local setup) so that it can be supported once it moves to BAU. Branch rollout itself is led by an assigned rollout BA.

· Work with the rollout Project Manager on each branch's handover to BAU, setting out clearly what BAU needs to accept the site: documentation, configuration and master data records, EDI setup, open issues, known defects and workarounds.

· Define and apply BAU support entry criteria, and confirm each site meets them before taking it over.

BAU change request transition

· Once all sites are live, work with the Product Improvement BA to transition CRs raised and delivered during BAU (i.e. after go-live, not rollout scope) into BAU support: review functional specs and update support documentation.

· Feed BAU issue trends and user pain points back to the Product Improvement team as input for future CRs.

· Confirm transitioned CRs are supportable before release, with documentation and L1 guidance in place.

Regional L1 knowledge support

· Work closely with the L1 support staff stationed in each region, who are the first point of contact for end users and are managed by the Product System Manager.

· Share system and process knowledge with L1s: hold knowledge-sharing sessions, pass on known issues and workarounds, and brief them ahead of releases and CRs.

· Act as the escalation point for L1, and explain the resolution of complex cases so they can handle similar issues themselves.

· Update the knowledge base when L1 escalations show gaps in documented knowledge.

Knowledge and continuous improvement

· Build and maintain the LinerX knowledge base: SOPs, troubleshooting guides, known-error records and FAQs.

· Keep the knowledge base current so regional L1s can resolve common user issues without escalating.

· Produce regular support reports on incident volumes, SLA performance and recurring issues.

Required Experience:

Minimum 6 years of experience in application support, with at least 3 years at L2 level supporting both system functions and EDI.

· Proven experience working with a third-party software vendor on issue resolution: logging and prioritising tickets, following up until closure, and verifying fixes.

· Experience working with trading partners to resolve EDI message issues.

· Experience supporting and sharing knowledge with L1 or helpdesk teams, ideally across multiple regions or time zones.

Preferred

· Work experience in the shipping or logistics industry.

· Familiarity with liner agency or carrier systems, or shipping and logistics ERP platforms.

· Hands-on experience with ActiveReportsJS for designing and maintaining report templates, or with similar report designers (e.g. Crystal Reports, SSRS).

· Experience working with shared service centres and agency offices across multiple Asian countries.

· Experience writing SOPs, knowledge base articles and training materials.