We are looking for a big-thinking, yet detail-oriented, individual to drive the support of our logistics systems and platform. This is an opportunity to use your systems-thinking design skills to maximize the use of our applications and products to its full potential.
As an Application Support Specialist, you will provide application support for a specific set of Entrego’s products and other third party application software.
This role is required to work on shifting schedules and based in our state-of-the-art Sortation Facility in Laguna.
ESSENTIAL FUNCTIONS:Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage
Track and monitor application issues through the centralized call tracking system
Responds to incidents, recording incident activity and solving problems
Able to work independently utilizing all available support material and tools to successfully resolve problems or refer to appropriate 2nd line support within agreed service levels
Performs user administration to internal applications
Manages workload effectively and provides accurate accounting of work and time allocation
Provide technical assistance to internal and external customers and partners
Works with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution
Create clear and concise documentation in the form of case management notes, knowledge bases, process guides and others
Use available support tools to diagnose and resolve product and technical issues
Create reports using existing tools with assistance and collaboration of Operations, Finance, Accounting, Technology, and Commercial teams
Develop and assist and creating new processes to automate tasks for the company and document those steps in a clear and understandable manner for end-users
Maintains and creates documentation around technical troubleshooting and best practices. The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of incidents or outages
Provides input regarding methods to increase operational efficiencies and technical product improvements
Become internal expert on supporting Entrego’s softwares and other enterprise products
As the gatekeepers of the Production environment, responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production.
Minimum Qualifications:Bachelor’s Degree in Computer Science or related field and/or equivalent experience
3+ years of previous application support
Strong analytical skills
Ability to consistently perform in a high pressure, deadline oriented global environment
Good organizational skills
Clear communication skills in both verbal and written/electronic mode
Familiar with basic functions of Logistics,, Reporting,, Support, Professional Service, and Financial applications. Preferred Qualifications:
5 or more years application and/or business process experience
Proven software application troubleshooting skills.
Knowledge of SQL (Microsoft/Oracle/DB2)
Background in functional business area
Familiar with basic function of Sales and Marketing, Reporting, CRM, Support, Professional Service, HR or Financial applications.
Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations
Strong and keen focus on operational performance metrics and trend analysis
Ability to write a script from scratch and ability to understand existing scripts by looking at them.
Knowledge of ERP and Financial systems
Ability to automate repeatable tasks
Demonstrate strong technical troubleshooting methodologies
Must be a complete team player and work well in a team environment
Entrego is building the next-generation Logistics Solutions Platform that will cater to both everyday consumers and enterprise clients as well. Entrego Product and Engineering team is seeking a no-nonsense and tech-savvy analyst to be join us.
