Understand business processes as they relate to systems. Runs pertinent reports and maintains integrity of all business databases. Receives telephone calls from users having problems using computer software specific to our business and investigates and resolves problems. Train users on business software on-site or in classroom. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS & ABILITIES:
Associates Degree in Business or the equivalent combination of education, training, or work experience
Must have clear knowledge and understanding of database concepts, Microsoft Office, and Windows
Three plus years of experience using and supporting users in Business Systems knowledge such as WMS, Freight Forwarding, NVOCC systems and modules, Windows, Office, ticketing tools, remote control tools such as Remote Desktop, some knowledge in Microsoft Access is preferred
Ability to communicate (read and write) effectively in a business environment.
Friendly, persuasive telephone manner.
Ability to deliver quality work in a fast-pace, multi-tasking, flexible environment.
Ability to work with preparing reports, charts
Must have strong customer service skills
Ability to think logically, follow procedures, instructions and make sound decisions.
Self-motivated, problem-solver and results-oriented individual.
Ability to consistently meet deadlines
High energy level, comfortable performing multifaceted projects in conjunction with normal activities.
Strong time-management and organizational skills. Must be able to prioritize and be detail-oriented.
Ability to work with limited supervision, multi-task and possess strong initiative.
Ability to establish and maintain effective working relationships with customers, vendors and fellow employees.
Must be able to work in a team environment.
Ability to work extended hours, holidays and/or weekends, as needed.
While performing the duties of this job, the employee is regularly required to use his fingers.
The employee is continuously required to talk and/or hear.
The employee is continuously required to sit.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
DUTIES AND RESPONSIBILITIES:
Maintain integrity of the data in all applications by performing data maintenance in our main business systems
Field incoming problem tickets from end users to resolve databases, and other business mission-critical systems.
Answers questions, applying knowledge of computer software, business systems, policies and procedures.
Identify and escalate issues requiring urgent or immediate attention
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Maintain and enhance performance of all new and existing software and applications across the organization.
Identify and learn appropriate software applications used and supported by the organization.
Participate in the training programs and individual classes as it pertains to systems enhancements
Provide training to customers and end users
Write or revise user training manuals and SOPs
Perform additional related duties as required by management
SUPERVISION RECEIVED AND EXERCISED:
Employee receives direct supervision from Business Systems Manager. Employee does not exercise supervision over any other position.
Indoor office environment most of the time where the exposure is a controlled temperature and office environment
May be exposed to changes in temperature and humidity when supporting users in the warehouse
The noise level in the work environment is usually busy with many phone conversations going on simultaneously
When in the warehouse, the noise level in the work environment is usually moderate to noisy and will have some exposure to dust, fumes, and/or airborne particles
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.