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IT Application Support Analyst

Date: Apr 13, 2019

Location: Toulouse, FR

Company: XPO Logistics

Logistics done differently.

EU IT Application Support is a newly created structure dedicated to IT Application Support across all centrally managed accounts for their WMS and TMS solutions. This department coordinates with local in country local Application Support teams to optimize and deploy ITSM Process, in liaison with technical teams (Applications and IT Infrastructure), as well as Key users.

An IT Application Support analyst is in charge of handling incidents, problems, service requests, and SLA management, for specific accounts in his/her scope of responsibilities.

What you’ll do on a typical day:

Incident Management

  • Analyse, sort and prioritize incidents
  • Assign to relevant level 3 (Editor/Vendor, Developer, Infra, EDI, Partner…)
  • Communicate to requester the evolution of the incident in a proactive way
  • Manage the incident process to meet the SLA requirements
  • Organize escalations
  • Produce REX documents (Post Mortem) to trace all chronology of events on major incidents

Problem Management

  • Coordinate the root cause analysis, at least on all major incidents and recurrent ones
  • Follow-up on the results with the IT Management/Key operational contacts

Service request

  • Handle all service requests within the agreed SLA
  • Assign and follow-up with subject matter experts when relevant

SLA

  • Measure SLA by category
  • Report SLA to Application Support Manager
  • Report SLA to usual operational Contacts / Stakeholders
  • Set-up action plan to improve SLAs

Implement and document standard operating procedures

Manage the relationship with each country Helpdesk

Manager the relationship with software editors Helpdesk

What you need to succeed at XPO:

  • 2-4 years of experience in a similar role
  • Capacity to identify and resolve problems
  • Quickly learn and achieve proficiency in new software applications and technologies
  • Demonstrate attention to detail
  • Identify opportunities to increase accuracy,optimize resources and develop/recommend/implement solutions
  • Strong aptitude for understanding and analysing large amounts of data from multiple sources
  • Aptitude to write clearly and informatively
  • Excellent negotiation skills to deal effectively with individuals and groups within and outside the organization
  • Provide timely and professional support to all internal/external customers and vendors
  • Self-motivation and capability to  work with minimal supervision
  • Be comfortable working in a matrix environment

  • Be comfortable being on call

  • Establish and maintain effective, collaborative work relationships both internally and externally

Be part of something big.

 

XPO Logistics is a top ten global provider of cutting-edge supply chain solutions to the most successful companies in the world. In Europe, the company operates under the leadership of Malcolm Wilson (CEO), Luis Gomez (Transport Solutions) and Richard Cawston (Supply Chain) from its headquarters in Lyon, France. XPO Logistics conducts the majority of its European operations through its subsidiary, XPO Logistics Europe, in which it holds an 86.25% controlling interest. (Euronext Paris: XPO – Isin FR0000052870) europe.xpo.com   

 

Globally, XPO Logistics serves more than 50,000 customers with a highly integrated network of over 95,000 employees and 1,466 locations in 32 countries. The company provides region-specific services for truckload and less-than-truckload transportation, engineered supply chain solutions, high-value-add warehousing and distribution, last mile logistics, ground and air expedite, intermodal, drayage, global forwarding and managed transportation. Its global corporate headquarters is in Greenwich, Connecticut USA. (NYSE: XPO) xpo.com

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