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Information Services
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IT Service Delivery Application Support Consultant Americas
Panalpina | Hialeah, Florida
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Job Description

Req ID: 145999
Job Function: IT
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional

Office Location: Miami - Regional HO, FL (MIA_REG)

Travel Required: No Selection

Start Date:

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more than 70 countries, and employs around 16,000 people worldwide.

We are looking to hire a IT Service Delivery Application Support Consultant Americas to…

* Possess and apply a high level knowledge and understanding of our Forwarding System and usage with primary focus on but not limited to AirWarder and FOS/SAP TM.
* Ensures proper implementation, effective support and development of the application environments.
* Acts as a liaison to any and all related departments such as but not limited to FOS/SAP TM Development group, Systems group, Export Compliance, CAPCO and BPT (Business Process Trainer), as well as PAC.
* The position requires gaining necessary technical knowledge of the forwarding system platform and interfaced applications like Cargo Point/Cargo Wise.



* Builds good relationship with user community
* Acts as a liaison and counterpart to Product, Export Compliance and BPT (Business Process Trainer), IT and Operations on regional level
* Provides enhancements to Business requests (BRF) within the Americas on an as needed basis

Strategic / Tactical

* Strategic and Planning skills (ability to communicate technical solution and deployment)
* Maintains a strong relationship with country products and BPT's (Business Process Trainers) to facilitate the exchange of information, problem descriptions and lessons learned
* Create & maintain APCO specific system administrator documentation (defined code tables).
* Application Administration (Grants access, File Range set up, general admin functions, etc.)


* Is accountable for timely resolution and execution of service requests and application change management
* Ensures that incident trends are identified and relayed as problems to the IT Business Solutions team for analysis
* Drives improvements in service levels
* Conducts the write-up of user manuals to provide end-users with a source of information to encourage independency and self-learning
* Ensures that notifications to stakeholders of planned and unplanned service interruptions are communicated and propose alternatives to ensure business continuity


* Enforces the use of the ticketing system and the correct incident escalation path
* Consults on the proper use of all Standard Operating Procedures related to Core, Finance, Customer and Warehouse applications
* Work with products to produce design requests based upon BRF's for application enhancements, bug fixes and all other program changes


Role Specific Skills

* Strong understanding of Information Technology and Information Systems as they apply to freight forwarding industry
* Broad knowledge in freight forwarding, logistics and supply chain solutions
* Overall understanding of Panalpina business processes and interdependencies
* Ability to travel as required
* High priority for team work
* Capable of working under pressure, often dealing with the tight deadlines of a production environment

Customer & Operational Excellence

* Customer focus (monitors customer expectations continuously and is willing to adapt own activities/procedures)
* Readiness to continuously focus on identifying and meeting customer current and future needs
* Readiness to provide alternatives and optimized solutions to Customer
* Ability to establish a successful long-term business partnership with internal and external customers


* Ready to take personal accountability for achieving individual and shared goals
* Credibility
* Assertiveness
* Ability to find pragmatic solutions by using decision making techniques

Personal Excellence

* Able to communicate clearly and confidently (written or orally)
* Able to influence and convince others in a way that results in acceptance and agreement
* Demonstrates high levels of integrity
* Acts as a Role Model for Corporate Values and fully adhere to the Code of Conduct


* Good business English essential, Spanish as a plus.

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