The Purpose of the Field Support and Project Analyst is to provide holistic IT shipping and logistics consultancy to customers as part of finding the best fit shipping solution/s that meet their requirements and to create and maintain project plans to meet monthly and yearly country KPIs.
The principal accountabilities of the role will be:
- Responsible for supporting all customer facing online eCommerce information systems.
- Collaborate and influence customers on best fit solutions based on their resources, logistics and shipping requirements.
- Be aware of how customer order management technologies have and are evolving and understand the IT industry of logistics and shipping.
- Be able to understand and work with varying customer technologies and complexity (Legacy and State of Art), all of which support the consultative approach with customers
- Successfully influence business wins based on technology influence. From both an IT solution implementation and from IT industry awareness, having the ability to be the key reason to win new business is a key focus.
- Establish monthly KPI milestones and develop strategies to achieve year-end targets.
- Analyse monthly KPI results and report to local and regional management.
- Delegate and work with the team towards achieving monthly milestones.
- Identify potential setbacks in a timely manner and notify local management.
- Communicate these setbacks to the team and work with them to come up with solutions and alter project plans accordingly.
- Collaborate cross-functionally, in particular with Sales and Business Development to understand change requests that are of keen interest due to the potential of the initiation of new revenue streams through value add or new business opportunities.
- Give due diligence to system changes. P
- reparation based on known records, system backups and system discovery with the customer, to ensure all functional aspects of the shipping solution are intact once update / development is completed
- Support all internal customer facing web applications.
- Act as a 2nd line support for the ESS helpdesk and the front line team when unfamiliar issues arise.
- Provide advice and guidance relating to advanced functionality of the applications when needed.
- Visit customers to support solution implementation and support activities relating to company software and hardware.
Skills / Qualifications:
· 2+ years’ experience in an online information system support role.
· Excellent understanding of web technologies
· Experience in Problem Solving of IT challenges using an analytical and logical approach.
· Having a keen eye for detail in relation to systems’ capabilities.
· Experience working in a logistics environment preferred.
· Exceptional communication skills.
· Planning and organisation skills required with a results orientated mind-set
· Strong analytical skills
· Understanding of internal IT systems preferred.
· The ability to meet deadlines and work in a challenging IT environment
· Proficient in Microsoft Office applications
· Full clean driver’s license