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    Applications Administrator I - San José, Costa Rica - Crowley

    Crowley
    Crowley San José, Costa Rica

    hace 1 semana

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    Descripción
    Applications Administrator I-(CRI00001X) Description

    We are on a mission to become the world's most sustainable and innovative maritime, logistics, and technology company. As a privately- held, U.S - owned and operated company, Crowley provides Logistics, Government Solutions, Shipping, Wind and Fuel services in 36 nations and island territories.

    By expanding and innovating our services, we have grown to a committed team of over 7,000 diverse people, generating an annual revenue of more than $2.9 billion. We live up to our purpose of bravely advancing what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do.

    To continue laying the groundwork, challenge what's possible and celebrate the power of inclusion, we seek to partner with driven individuals who are ready to elevate their career with us.

    SUMMARY: Responsible for to support the Shipping organization portfolio of applications and systems level 2 support, resolves most of the in-depth issues and generates root-cause analysis to decrease common issues over time in partnership with the development (L3+ Support).

    GENERAL RESPONSIBILITIES:

    Responsible for finding solutions to in-depth application issues or multi-system problems with limited documentation by using critical thinking, advanced diagnostic tools, and documenting the solutions.

    Provide advanced technical assistance and support related to applications and computer systems to internal business end users. Monitor ticket status to meet the defined SLO/SLAs, gather and analyze data to diagnose problems with applications. Recommends systems modifications and automation to reduce user problems. Apply ITIL best practices leading continuous improvement initiatives.

    Offer outstanding customer support and excellent communication in accordance with established procedures and policies. Ensure a positive support experience for customers providing timely updates to business end users and other support departments when needed.

    Responsible for performing root cause analysis, technical user guides creation, maintaining knowledge base up to date used to facilitate the learning of business information systems and supporting processes.

    Qualifications

    EDUCATION: Bachelor's degree in computer science, business, or a related field; or combination of post high school education and experience equal to four (4) years.

    EXPERIENCE: 1 - 5 years of experience in application or technology support or similar business analyst role.

    TECHNICAL PROFICIENCY: Proficient with Microsoft Office products, including Word, Outlook, Excel, PowerBI, Service Now, and Sharepoint. Excel VBA and SQL querying. Shipping systems knowledge a plus.

    COMPETENCIES: Develop competencies to conduct Level 2 support among the Shipping suite of application, including but not limited to:Nautical Systems(NS) Enterprise, HelmConnect, ShipConstructor, and Salesforce.Strong oral communication skills to gather information from business end users and explain complex technical concepts in simple language. Customer service skills to interact professionally and positively with business end-users and coworkers. Eagerness to learn new technologies and systems. Ability to diagnose and resolve a variety of technical issues.Ability to establish and maintain effective working relationships, both internal and external of the organization in a matrix environment to drive technical issues root cause eradication. Ability to document existing and new processes. Ability to prioritize, organize and perform multiple work assignments simultaneously. Ability to utilize problem solving skills. Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Knowledge of standard programming languages, concepts, practices, and procedures within the technology field. Knowledge of and the ability to utilize tools, concepts, principles, and practices of data collection, analysis, and testing.

    OTHER :Professional certification, such as HDI's Customer Service Representative or Support Center Analyst, ITIL Foundation course preferred.

    JOB SCOPE: Position impacts multiple business units/segments.

    WORKING CONDITIONS: Mostly remote working environment with some onsite collaboration and meeting days with little exposure to excessive noise, dust, temperature, etc. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time.

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