Applications Administrator II

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 complex or multi-system problems with limited documentation by using critical thinking, advanced diagnostic tools, and documenting the solutions. Provide advanced technical assistance and support related to computer systems and software 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 IT management when needed. Responsible for performing 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. Analyze and identify trends in issue reporting and devise preventive solutions, collaborating cross functionally with development teams and others in a matrix environment to drive root cause eradication. Solve an array of problems by analyzing possible solutions using standard procedures and generate them where missing. Assist management with designing, developing and scheduling system back-up and recovery procedures. Responsible for overall quality of service from team members. Mentor support services team members on hardware and software problem analysis and resolution. Develop a partnership with company corporate SMEs to understand customers’ operational needs. Build and sustain technical and business functional domain expertise in the array of applications assigned. Become a critical IT partner to development teams and IT product owners for issue resolution. Stay ahead of upcoming major technical advances in SaaS products and the personal development needs for IT Operations.

EDUCATION: Bachelor’s degree in computer science, business, or a related field; or combination of post high school education and experience equal to six (6) years.

EXPERIENCE: 5 or more years technical experience working in application or technology support or similar business analyst role. Experience working and/or training with ERP or TMS (preferably Deltek-Costpoint, TMW, BlueYonder, McLeod, etc.),

TECHNICAL PROFICIENCY: Proficient with Microsoft Office products. Intermediate SQL. 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: Excellent customer service, communication, and analytical skills with the ability to multi-task in a fast-paced environment. Ability to prioritize teamwork load, provide technical direction and training team members. Proficient critical thinking, analytical thinking skills, and problem-solving skills. Experience working in matrix organizations. Ability to establish and maintain effective working relationships with internal/external business partners. Ability to document existing and new IT L2 Support processes for own domain area. Ability to evaluate process effectiveness and propose changes and alternatives, collaborating in a matrix with development teams to fruition, when needed. Ability to prioritize, organize and perform multiple work assignments simultaneously. Ability to function effectively with, or as part of a team. Ability to break down complex problems and review related information to develop and evaluate options and implement solutions.

OTHER: Bilingual English/ Spanish.

JOB SCOPE: Position impacts multiple business units/segments.

WORKING CONDITIONS: Normal office environment with little exposure to excessive noise, dust, temperature and the like. 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: