Application Support Analyst
Logistics at full potential
Working at GXO Logistics means working in a dynamic and international organization. An exciting environment with plenty of room for personal input and development. Employees at GXO Logistics are in charge of their own success. Whatever your position at GXO Logistics, you will face new challenges every day, allowing you to develop optimally. We support you in your development, so that you can contribute to the entrepreneurship of our organization.
What do you do as a L2 Support Analyst
As Application Support Analyst, you work daily on troubleshooting software applications, middleware, and customer-facing infrastructure used by GXO, ensuring help desk tickets are resolved promptly. You diagnose bugs and problems affecting user experience and transfer insights into potential product enhancements. You mainly collaborate with GXO operations (Key Users) and the software development center.
Application Support Analyst reports directly to the WMS (Warehouse Management System) platform Lead.
The analyst is responsible for analyzing, assigning, and following up on incidents, problems, and service requests within their scope.
Your duties include:
1. Analyzing, assigning, and following up on incidents, problems, and service requests.
2. Maintaining the application systems in operation, troubleshooting issues, and resolving or escalating them.
3. Conducting root cause analysis, managing communication, and maintaining client relationships in partnership with the IT Service Manager.
4. Ensuring all production changes adhere to lifecycle methodology and risk guidelines.
5. Coaching and mentoring less experienced team members (Key Users) and acting as a subject matter expert.
6. Having in-depth functional knowledge of supported applications and their interdependencies.
7. Evaluating and maintaining the quality of functional IT documentation.
8. Creating documentation for the 1st line IT organization (ServiceDesk).
9. Occasionally performing tasks related to TMS, reporting, and EDI, besides WMS.
10. Assessing the impact of issues/problems and prioritizing accordingly.
11. Escalating unresolved issues to support levels above.
12. Communicating issue progress proactively to customers and reporters.
13. Participating in project implementation teams to configure and test application functionalities prior to deployment.
What we offer you
* Work in a dynamic organization focusing on development and personal contribution.
* Enterprising, open, and informal organizational culture.
* Collaborative team environment working towards shared goals.
What do you have
* Minimum High School or equivalent qualification.
* At least 2 years of experience with WMS systems and related processes.
* Independent, analytical, accurate, with a broad overview.
* Experience in a fast-paced, international environment, preferably in Supply Chain.
* Knowledge of SQL and ServiceNow.
* Fluent in Italian and English.
* Excellent communication, proactive problem-solving, and target orientation.
* Quick learner of new software applications and technologies.
* Self-motivated and team-oriented, capable of working with minimal supervision in a matrix environment.
Your working environment
Customer satisfaction, employee growth, and sustainability are central to GXO Logistics' philosophy. GXO operates from 45 locations in Italy and Switzerland, with headquarters in Trezzo sull’Adda (MI). We offer advanced supply chain solutions globally, driven by our energetic and innovative team.
We engineer faster, smarter, leaner supply chains.
All employees may perform duties outside their normal responsibilities as needed. Review GXO's candidate privacy statement here.
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