Applications Administrator I

As a privately held, U.S.-owned and operated company, Crowley provides services to 36 nations and island territories. Our purpose is to bravely advance what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do.

By expanding and innovating our services, we have expanded our footprint in services within the Logistics, Land Transportation, Shipping, Wind and Fuel industries. Crowley and its affiliated companies have generated more than $3.5 billion in annual revenue through our people's focus on excellence and a culture that values everyone's voices and collaboration.

To continue laying the groundwork and challenge what's possible for our business, we seek to partner with individuals ready to elevate their careers with us.

SUMMARY: Responsible for corporate applications and systems level 2 support to end-user, resolves most of the in-depth issues and generates root-cause analysis.

GENERAL RESPONSIBILITIES: Responsible for finding solutions to in-depth application issues or multi-system problems with limited documentation. Provide advanced technical assistance and support related to applications and computer systems to internal business end users. Monitor ticket status to meet the defined SLO/SLAs, gather and analyze data to diagnose problems with applications. Recommends systems modifications and automation to reduce user problems. Apply ITIL best practices leading continuous improvement initiatives. Offer outstanding customer support and excellent communication in accordance with established procedures and policies. Ensure a positive support experience for customers providing timely updates to business end users and other support departments when needed. Perform root cause analysis, technical user guides creation, maintaining knowledge base up to date used to facilitate the learning of business information systems and supporting processes.

EDUCATION: Bachelor’s degree in computer science, business, or a related field; or combination of post high school education and experience equal to four (4) years.

EXPERIENCE: 1 - 5 years of experience in application or technology support or similar business analyst role. 2 years of experience working and/or training with ERP or TMS (preferably Deltek-Costpoint, TMW, BlueYonder, McLeod, etc.). Experience with user and access management, including role-based permissions, profiles, and security settings.

TECHNICAL PROFICIENCY: Proficient with Microsoft Office products. Intermediate SQL, SOQL. Intermediate EDI, Jitterbit, and Mulesoft integrator. Knowledge in Ticket Systems and ticket process. Professional certification, such as HDI’s Customer Service Representative or Support Center Analyst, ITIL Foundation course preferred. Knowledge of help desk software and virtual cloud environments.

COMPETENCIES: High-level knowledge of commonly used software, hardware, and applications. Strong oral communication skills to gather information from business end users and explain complex technical concepts in simple language. Customer service skills to interact professionally and positively with business end-users and coworkers. Competent in troubleshooting application issues, analyzing system logs, and working with vendor support teams to resolve technical problems. Eagerness to learn new technologies and systems. Ability to establish and maintain effective working relationships, both internal and external of the organization in a matrix environment to drive technical issues root cause eradication. Ability to document existing and new processes. Ability to prioritize, organize and perform multiple work assignments simultaneously. Ability to utilize problem solving skills. Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Knowledge of standard programming languages, concepts, practices, and procedures within the technology field. Knowledge of and the ability to utilize tools, concepts, principles, and practices of data collection, analysis, and testing. Competent in troubleshooting application issues, analyzing system logs, and working with vendor support teams to resolve technical problems.

OTHER: Bilingual English/Spanish.

JOB SCOPE: Position impacts multiple business units/segments.

WORKING CONDITIONS: Mostly remote working environment with some onsite collaboration and meeting days with little exposure to excessive noise, dust, temperature, etc. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time.

Schedule: Full-time

Shift: Day Job

Travel: