Systems and Support Specialist, Value Added Services US

Job Title: Systems and Support Specialist, VAS US

Job Location: Columbia, South Carolina or Port Huron, Michigan (Preferred locations)

The Systems and Support Specialist will play a critical role in supporting and enhancing the technology systems utilized within the Value Added Services organization at DHL Global Forwarding (DGF) US. This position will involve working with various systems related to Customs Solutions, Domestic Services, Integrated Warehouse Solutions (IWS), and Event Logistics. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-focused mindset.

Key Responsibilities:

• User Support: Provide support for business users to resolve and prioritize issues and system failures. Act as the first point of contact for users, managing 1st level support and advocating for the escalation of systemic, repeated, or impactful issues.
• Liaison Role: Serve as a liaison between business units and IT resources, ensuring clear communication and understanding of requirements and issues.
• Support Standards Implementation: Ensure the implementation of support standards and best practices across the Value Added Services (VAS) systems.
• System Performance Monitoring: Monitor VAS systems performance, proactively identifying and resolving issues to maintain optimal functionality.
• Vendor Performance Monitoring: Oversee VAS vendors' performance, identifying issues and taking appropriate action to resolve them.
• Documentation: Document new and revised business processes or system changes for super user support and training, ensuring alignment with stakeholder requirements.
• Application Management: Oversee and support the implementation of applications and changes to functionalities. This includes conducting impact assessments, obtaining business approvals, and documenting requirements. Collaborate with developers or vendors, facilitate and/or coordinate User Acceptance Testing (UAT), manage hypercare support, resolve issues, and ensure a smooth transition to business-as-usual operations.
• Communication with Leadership: Communicate regularly (weekly to daily) with VAS leadership to provide visibility into system-related issues, their status, and resolution efforts.
• Consultative Role: Serve as a consultant to management on major matters pertaining to policies, plans, and objectives that directly affect business systems and results.
• Super User Responsibilities: Act as a Super User for assigned VAS system(s), overseeing data flow management and handling change requests.
• Training and Development: Develop and or coordinate training sessions for super users and end-users, ensuring understanding of system functionalities and processes.
• Continuous Improvement: Identify opportunities for process improvements and system enhancements, collaborating with stakeholders to implement changes.
• Incident Management: Track and manage incidents and service requests, ensuring timely resolution and documentation of outcomes.
• Compliance and Quality Assurance: Ensure compliance with internal policies and external regulations, conducting regular audits and assessments of system usage and performance.
• Feedback Loop: Establish a feedback loop with users to gather insights and suggestions for system improvements and user experience enhancements.

Skills / Requirements:

• Typically requires Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 3+ years of experience in system support, preferably within the logistics or supply chain industry.
• Strong understanding of logistics systems, particularly in Customs Solutions, Domestic Services, IWS, and Event Logistics.
• Proficient in data analysis tools and reporting software.
• Excellent communication and interpersonal skills, with the ability to work collaboratively in a team environment, and ability to interact and communicate with all levels of staff and management.
• Problem-solving mindset with a focus on delivering high-quality solutions.
• Familiarity with project management methodologies is a plus.
• Proficient in the use of MS-Office: Word, Excel, PowerPoint.
• Excellent verbal, written and interpersonal skills; able to align resources within the organization to achieve objectives.
• Good organizational, analytical, problem solving and interpersonal skills.
• Ability to work well under pressure; perform and manage multiple tasks simultaneously; and meet deadlines.
• Ability to work independently and as a member of a team.
• Strategic thinking, self-directed, high energy and proactive working style.
• Ability to resolve issues with flexibility and initiative.

Pay Range: $72,525.00 - $96,700.00+ (Based on Experience)

Benefits (All Non-Union Employees)