Overview
Skills
Job Details
Position Summary:
The Business Support Analyst will provide advanced support for regional business processes and system usage within CargoWise and integrated systems. This role goes beyond basic user assistance, focusing on in-depth issue resolution, process optimization, and knowledge sharing. The Analyst will collaborate closely with all levels of support teams, global IT & engineering, operations, and process owners to ensure seamless business operations and consistent system adoption across regions. Key Responsibilities Issue Resolution & Escalation Investigate and resolve complex user issues beyond basic "how-to" support. Troubleshoot business process and system configuration issues within CargoWise and integrated systems. Identify root causes and implement sustainable solutions to prevent recurrence. Escalate unresolved technical or system-level issues to Level 3 with clear documentation and detailed replication steps. Subject Matter Expertise Serve as a subject matter expert (SME) on regional business processes and system functionalities. Provide guidance on best practices, system usage, and Desk Level Procedures (DLPs). Collaborate with Level 1 Super Users to enhance their capabilities and support continuous learning. System Optimization Recommend process and configuration improvements to increase efficiency and reduce repetitive issues. Support system upgrades, configuration changes, and new module rollouts through testing and validation activities. Training & Documentation Develop and maintain user guides, troubleshooting checklists, and knowledge base articles for the team and PDSM users. Conduct targeted training sessions or Q&A workshops for Level 1 support teams as needed. Cross-Functional Collaboration Liaise with IT, operations, and global business teams to align regional needs with system capabilities. Provide feedback to global process owners on recurring issues and potential system enhancements. Monitoring & Reporting Track and analyze support tickets, issue trends, and resolution metrics. Generate regular reports and insights for management on support activities and system performance. Set up and maintain monitoring dashboards within PDSM for proactive issue tracking.
Qualifications & Skills:
Strong understanding of CargoWise system functionalities and configurations. Proven experience in business process support or similar operational roles. Excellent troubleshooting and root cause analysis skills. Effective communication and training abilities. Strong collaboration skills and ability to work cross-functionally. Analytical mindset with experience in reporting and data interpretation.