TOS Support Analyst

Be part of APM Terminals' Digital Operations organization, ensuring 24/7 support for Terminal Operating Systems (TOS) worldwide. Our team follows ITIL-aligned ITSM practices, leveraging ServiceNow to manage incidents, requests, changes, and problems. Beyond support, you'll contribute to TOS initiatives, making an impact on terminal operations globally. Knowledge of terminal workflows and key stakeholders is a strong advantage.

Job Opportunity: Join the Global TOS Delivery Team

The Global TOS (Terminal Operating System) Delivery Team is a key part of the APM Terminals Digital Operations organization, dedicated to ensuring that terminals worldwide receive 24/7 support for their TOS platform. Our mission is to enable seamless terminal operations through robust ITSM processes and proactive collaboration.

As a team member, you will be part of an environment that follows best practices in IT Service Management (ITSM), with processes such as Incident, Request, Change, and Problem Management fully aligned with the ITIL framework. These practices are implemented in ServiceNow (SNOW), which serves as our primary communication and management platform. From handling incidents and requests to driving Change and Problem Management processes, SNOW is at the heart of our operations and ensures alignment between the support team and terminal stakeholders.

In addition to managing TOS support operations, you’ll also have the opportunity to contribute to other initiatives related to the TOS platform. A deep understanding of terminal operations, including operational workflows and key stakeholders interacting with the TOS, will be highly valuable. This role offers the chance to work on cross-functional projects, ensuring continuous improvement and innovation in terminal operations worldwide.

Key Responsibilities:

• Provide 24/7 support for the TOS platform, ensuring smooth terminal operations globally.
• Manage and resolve incidents, requests, changes, and problems using the ITIL-aligned processes in ServiceNow.
• Collaborate with terminals and stakeholders to maintain alignment and ensure effective use of SNOW as the main communication channel.
• Participate in TOS-related projects and initiatives, contributing to innovation and continuous improvement.
• Build expertise in terminal operational processes and stakeholder interactions to drive better support and solutions.
• Travel abroad could be required.

What We’re Looking For:

• Ideally, some knowledge or experience with Terminal Operating Systems (TOS) or related platforms.
• Familiarity with ITSM processes (Incident, Request, Change, and Problem Management) and frameworks like ITIL. Experience with ServiceNow (SNOW) is a plus.
• A strong understanding of terminal operations and related workflows is highly desirable.
• Excellent communication in Spanish and English and collaboration skills to work effectively with diverse stakeholders.
• Proactive attitude and willingness to contribute to cross-functional initiatives.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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