IT Support Analyst

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Job Details
This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.
We're hiring the IT Support Analyst to join our Global IT team.
What you'll be doing:

• Participates in (and where possible, streamlines) the support process by providing Level 2 support (and greater where needed), triaging support tickets, managing and analyzing issues, and recommending fixes and solutions to enhance the quality of our products and services to our customers across all NOVA Manages Transportation Products; ex: DASH/Mobility, JetStream, OMNI, TMS, SAP, etc.
• Provide support to customer's request (customer for this role refers to internal business unit colleagues and not actual World Courier revenue generating customers)
• Identifies trends from support tickets and makes recommendations for continual improvements to products, processes, and training
• Acts as liaison with internal/external technical teams, consultants and customers as necessary
• Acts as liaison with vendors that are part of the NOVA landscape; ex: DesCartes (Airline integration) Filebound (document management), MercuryGate (TMS), etc.
• Establishes and maintains liaison relationship with business partners and IT organization in order to provide effective technical solutions.
• May contribute to the business short-and long-term planning sessions and provides direction to ensure understanding of business goals and direction.
• May provide assistance in business case development (i.e., research, data collection).
• May investigate, resolve and escalate problems and develop recommendations for resolution.
• Identifies need for technical assistance to help in problem resolution.
• Keeps business partner(s) informed of problems, issues, and resolutions.
• Collects application usage and performance metrics, analyzes and summarizes them, and publishes reports for stakeholder consumption when needed
• Work in a fast paced environment with inbound tickets, and outbound communications to bring all tickets to resolution
• Facilitate calls as needed for the business with updates based on the ongoing support and trends
• Participates in the maintenance of support documents for consumption by other members of support teams, and provides support for the creation and maintenance of user documentation; ex: Knowledge Articles
• Actively participates in defining processes, best practices, tools and standards for the NOVA team(s)
• Be a part of various testing in QA/STAGE environments when tasked with replication of PROD issues
• Contributes to the achievement of Cencora and World Courier organizational goals and objectives
• Maintain all proper Corporate Training and Compliance testing

What you'll have:
Experience & Education:

• Significant proven application support experience in a complex, highly integrated environment is highly desired
• Strong experience with problem/incident management, including ticket creation, management and escalation to resolution is highly desired; experience with ServiceNow is a plus
• Experience in supporting an international solution for a global company is strongly preferred
• Experience working with a Transportation Management System (TMS) or within a logistics environment is a plus; experience with MercuryGate TMS is preferred
• Experience with technical tasks such as researching C-IMP (Airline messaging such as FHL, FSU, etc), XML, JSON, and others is a plus
• Four-year degree or greater with equivalent experience will be considered
• Existing World Courier Business unit experience is also a plus (Customer Service, Operations, Finance)

Skills and Aptitudes:

• Passion and enthusiasm for technology and emerging solutions
• Must operate as an integral part of a team with appropriate transparency and commitment
• Ability to self-direct is essential
• Very strong business English communication skills, both verbal and written; Able to adjust and meet communication requirements depending on the audience and situation
• Basic Microsoft Office skills; ex: Excel, Outlook, Word (Access is a plus)
• Natural inclination towards good customer service including proactive engagement, "can-do" attitude and diligence in engagement and follow-up
• Strong organizational skills with natural attention to detail
• Comfortable working in a fluid, nimble, agile-based environment
• Understanding of logistics and cargo routing
• Knowledge and Experience with the MercuryGate TMS focus areas of Audit History, Audit Log, ConfigGroups, Dynamic Rule Sets (DRS), Large Code Tables (LCT), etc

Additional Notes:

• Most international locations will be considered
• Candidates will be expected to work either EMEA business hours

What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: World Courier Management Ltd.
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned