Requirements: English
Company: xpologistiT2
Region: Trecate , Piedmont
Are you an experienced and proactive IT professional with a strong background in WMS systems and a passion for delivering exceptional support services? If you are a natural leader and possess the technical expertise to drive successful application-based products and services, we have an exciting opportunity for you in our site in Trecate, Italy, as an Application Support Lead at GXO Logistics!Working at GXO Logistics as Application Support LeadAs Application Support Leader, you work daily to provide tactical advice, training, and support on core technology applications to internal colleagues and external clients to enhance and enable the delivery of application-based products and services. This includes any IT-based environment providing IT service to our GXO Operations as well as customer-facing service.You will manage a team of Application Support Analysts and will act as Application Support Analyst if the workload requires additional bandwidth. As L2 Application Support Leader, you will drive, jointly with the IT Service Manager, the transport in the production environment of upgrades to existing technologies and provide change management support to the Key Users.You will implement and operate a support desk function to assist with the planning of IT application and infrastructure changes and will interact directly with senior stakeholders, both internally and externally.You will report to the IT Service Manager. However, you are expected to prioritize your workload and the workload of your team without the supervision or approval of your manager. You will be responsible for your own workload and will be expected to problem-solve and prioritize independently.Jointly with your team, you will deliver a first line fix service in many cases to both internal colleagues and external clients and customers. As L2 Application Support Leader, you will maintain ownership of issues (vis-a-vis the internal user/external client) even where elements are escalated to subject matter experts.You and your team are responsible for analyzing, assigning, and following up on incidents, problems, and service requests for specific accounts in your scope of responsibilities.What do you do as Application Support Lead? Responsible for analyzing, assigning, and following up on incidents, problems, service requests. Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication, and client relationship management in partnership with the IT Service Manager. Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines. Responsible for coaching and mentoring less experienced team members (Key Users) and acting as a subject matter expert. In-depth functional knowledge of the application(s) supported and interdependencies between applications and middleware (e.g., Enterprise Service Bus). Evaluate and maintain the quality of functional IT documentation. You are 2nd line IT support and create documentation for the 1st line IT organization. Besides WMS, you may occasionally perform tasks in the areas of TMS, reporting, and EDI. As a member of the L2 IT Support team, you are also responsible for analyzing, assigning, and following up on incidents, problems, and service requests. With regards to incident management, your responsibility is to:- Assess the issue/problem technical impact.- Assess the issue/problem business impact.- Assign the proper severity classification based on the rules and contract details.- Analyze the issue/problem to either provide a timely resolution and restore the IT serviceOR- Escalate to the next level of support, in case of inability to resolve, to preserve the timely resolution of the issue/problem.- Communicate the issue/problem progress in a timely and proactive fashion to the customer and/or reporter.What you have: Minimum High School or Graduation work and thinking level; Good knowledge of WMS systems and related processes/functionalities with a minimum of 3 years in a similar role; Independent, analytical, and accurate, but also able to maintain a helicopter view; Experience in a complex, high-demanding, and fast-paced international environment, preferably in Supply Chain industry; Excellent knowledge of Italian and English Language; Good communication skills, proactivity, problem solving, target oriented; Quickly learn and achieve proficiency in new software applications and technologies as needed; Self-motivated; Team-oriented. Consults with team members and management as needed to complete assigned responsibilities; Works with minimal supervision; Comfortable working in a matrix environment; Establish and maintain effective, collaborative work relationships both internally and externally.What we offer: Work in a dynamic organizatio