Application Support Leader

**APPLICATION SUPPORT LEADER**

**Responsibilities**:
You will manage a team of Application Support Analysts and you will act as Application Support Analyst in case the workload will require 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.

In your daily work, you interact with senior stakeholders directly, both internally and externally.

You will report to IT Service Manager. However, you are expected to prioritize your workload and the workload of your team without the supervision or approval of you manager. You will be responsible for their own workload and will be expected to problem solve and prioritise independently.

You and your team are responsible for analyzing and assigning and following up incidents, problems, service requests, for specific accounts in your scope of responsibilities.

Your duties include also:

- Responsible for analyzing and assigning and following up incidents, problems, service requests.
- 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.
- You evaluate and maintain the quality of functional IT documentation.
- You are 2nd line IT support and you create documentation for the 1st line IT organization
- Besides WMS, you may occasionally perform tasks in the areas of TMS, reporting and EDI
- As member of the L2 IT Support team you are also responsible for analyzing and assigning and following up incidents, problems, service requests.
- With regards to the 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 contracts details
- analyse the issue/problem to either provide a timely resolution and restore the IT service

OR
- Escalate to the next level or 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 customer and/or reporter

**Requirements**:

- You have a minimum High School or Graduation work and thinking level;
- You have good knowledge of WMS systems and related processes/functionalities with a minimum 3 years in a similar role;
- You are independent, analytical and accurate, but you are also able to maintain a helicopter view;
- Experience in a complex, high demanding and fast-paced international environment, preferably in Supply Chain industry;
- You have excellent knowledge of Italian and English Language;
- Good communication skills, proactivity, problem solving, target oriented;
- Self-motivated;
- Team-oriented. Consults with team members and management as needed to complete assigned responsibilities;
- Works with mínimal supervision;
- Comfortable working in a matrix environment;
- Establish and maintain effective, collaborative work relationships both internally and externally.

**What we offer**:

- You will work in a dynamic organization where development and personal contribution are central;
- Enterprising, open and informal organizational culture;
- Dynamic organization in which development and own input is central;
- Entrepreneurial, open and informal organizational culture;
- Working together with a friendly team to achieve a good result.

**GXO**
**Logistics at full potential.**
**Logistics done differently.**
**Be part of something big.**

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.