About this role
<p>Job Req Number: 121598<br>Time Type: Full Time</p><p style="margin:0.0cm 0.0cm 2.6pt;font-size:12.0pt;font-family:Arial, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="color:windowtext">Responsible for support and operations of Global Air & Sea IT application services (2nd Level Support) and supporting the application maintenance. The Application Support Engineer delivers the </span><span style="color:windowtext">service for the IT service management processes, i.e., ensuring the smooth operation of the application. The tasks are typically investigation and resolution of incidents and may also include performance </span><span style="color:windowtext">monitoring. </span></span></p> <p style="margin:0.0cm 0.0cm 3.0pt;font-size:11.0pt;font-family:'DB Office', sans-serif;font-weight:bold"> </p> <p style="margin:0.0cm 0.0cm 3.0pt;font-size:11.0pt;font-family:'DB Office', sans-serif;font-weight:bold"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Key tasks & responsibilities</span></p> <ul style="margin-top:0.0cm;margin-bottom:2.6pt"> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="color:windowtext">Maintains application support processes, and checks that all requests for support are dealt with </span><span style="color:windowtext">according to agreed procedures</span></span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:2.6pt"> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Prioritizes, diagnoses and resolve incidents using ITSM tool</span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Investigates causes of incidents and seeks resolution </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Facilitates recovery, following resolution of incidents </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Documents and closes resolved incidents/service requests according to agreed procedures </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="color:windowtext">Initiates and monitors actions to investigate and resolve problems in systems, processes, and </span><span style="color:windowtext">services </span></span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:2.6pt"> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Assists with the implementation of agreed remedies and preventative measures</span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Carries out agreed applications maintenance tasks </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">“Go Live" support after introduction of new solutions </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Ensure proper communication to stakeholders </span></li> <li style="margin:0.0cm 0.0cm 2.6pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:windowtext">Shift-based support model are required (<span style="color:black">works permanently for AMER time zone as well as weekend coverage)</span></span></li> </ul> <p style="margin:0.0cm 0.0cm 3.0pt;font-size:11.0pt;font-family:'DB Office', sans-serif"> </p> <p style="margin:0.0cm 0.0cm 3.0pt;font-size:11.0pt;font-family:'DB Office', sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Competencies & Skills Required</strong></span></p> <ul style="margin-top:0.0cm;margin-bottom:3.0pt"> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Good written English and spoken English</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Willingness to learn, commitment to quality and can deal with complexity</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Innovative thinking and customer services oriented</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Good communication skill and team working spirit</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience of Global Logistics IT application support, ITIL processes including incident management, problem management and customer service support</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Excellent consulting, interpersonal skills</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Able to work under pressure and time/shift constraints</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge in air or sea freight is an advantage</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge in any TMS/WMS/supply chain application is an advantage</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Minimum 5 years of relevant working experience in IT, general IT background is required</span></li> <li style="margin:0.0cm 0.0cm 3.0pt 0.0px;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:4.3333px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Experience with ITIL Processes is an advantage</span></li> </ul><p style="text-align:justify"><strong>DSV – Global transport and logistics</strong></p> <p style="text-align:justify">Working at DSV means playing in a different league.</p> <p style="text-align:justify">As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.</p> <p style="text-align:justify">With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. </p> <p style="text-align:justify">At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.</p> <p style="text-align:justify"><strong>Start here. Go anywhere</strong></p> <p style="text-align:justify">Visit <a href="https://www.dsv.com/">dsv.com</a> and follow us on <a href="https://www.linkedin.com/company/dsv/mycompany/verification/">LinkedIn</a> and <a href="https://www.facebook.com/dsv.global">Facebook</a>.</p>