IT Specialist: Application Support at DSV

• The main purpose of the role is to provide IT support to a spectrum of business applications and solutions in order to meet DSV’s new and changing business commitments.
•  Providing technical support to end users within the company, and to external clients when required. Managing ticketing query system to coordinate with teams and resolve all complex application and system issues. Design and maintain new KPIs for applications, business processes and systems.

Additional Job Information

• Ensure end users adhere to business processes and system work flows
• Implement, maintain and administer the IT helpdesk ticketing system for incidents and requests
• Installation, configuration and maintenance of new and existing IT Support systems
• Monitor outstanding incidents and requests and drive to resolve escalated support tickets
• Manage end user expectations and perceptions, delivering top quality end user services
• Manage the technical relationship with the client and supplier from start to finish
• Assist in the reviewing of test evidence, scenarios and data for technical testing and UAT purposes
• Participating in / Conduct UAT
• Participate in the daily operational development life cycle as part of an Agile/Scrum team member
• Assist junior team members. Coach new employees and contribute to the upskilling of the Team.
• Provide the team with thought leadership.
• Assist Business, DEVs or Clients with troubleshooting of Production issues (3rd Tier Support)
• Capable to adapt to change of new technologies. Experience in technology research
• Play an active role as change coordinator on change orders assigned to you. This includes reviewing the prescribed artefacts for CAB; meeting all deadlines and quality standards
• Ensure that all releases comply with the CAB approval process.
• Enable the level 1,2,3,4 approach to IT Service delivery, in alignment with ITIL practices
• Network and DC understanding.
• Experience dealing with end users, vendors, senior management and clients
• Minimum 5 years in production/ASP.NET support environment
• Thorough understanding of Data Security framework & SQL
• Microsoft SQL Server qualification or equivalent years of experience
• 5 years’ experience in Web-based applications including Integration Services (Windows Services, Web Services, etc.)
• Ability to read and understand Technical IT documents and Pseudo Code (or similar from a .NET perspective)
• Ensure standards are maintained, as dictated by Enterprise Architecture, business systems and IT management
• 5 years’ experience in report generation and presenting IT Management reports (Performance analysis of systems) on weekly and monthly basis.
• Plan and manage deployment schedules for changes, emergency bug fixes and patching slots
• Manage all Operational incidents through Incident Management System and ensure we adhere to all internal and external clients SLA’s for the Business Unit
• 3rd Level Application Support and Standby afterhours support.
• Ensuring 99% uptime on Production environment
• Key requirement: Exposure to Data Analytics

Other:

• Good knowledge, understanding and application of SDLC
• Driver’s license, own vehicle, ability and willingness to work long hours when needed.
• Qualification in IT or a related discipline Information Technology Certificates.
• Excellent Experience in SQL
• Experience with Microsoft office suite (Excel, PowerPoint, Word, etc.)
• Customer Management and Problem-Solving experience.
• Application monitoring knowledge and Analysis
• Assist the Technical Support teams to Identify, propose and initiate improvements to the Business Unit security and IT infrastructure posture
• Assist in the creation of processes/procedures, technical documentation for operations.
• Assist the Team to diagnose infrastructure related issues and communicate with stakeholders
• Work with the Agile Project Team to deliver on IT Projects
• Analytical Skills (Analyze, Investigate, Examine, Understand the detail in the whole)
• Applied Learning / Functional Knowledge and Skills (Maintains Industry Awareness/Industry Knowledge)
• Interpersonal Communication and Language Skills (Listening to Others, Speaking to Others, Professional Technical Writing)
• People and Relationship Management Skills (Demonstrating Teamwork, Sensitivity to Others)
• Change Management Skills (Learning Agility, Adapt to Change)
• Personal Motivation (Demonstrating Enthusiasm and Energy, Drive to Achieve Goals)
• Quality and Service Skills and Orientation (Valuing Quality, Focusing on Details)
• Quantitative Reasoning Skills Using Basic Mathematics
• Self-Management Skills (Dealing with Stress, Maintaining Composure, Professionalism)
• Work Orientation (Behaving with Integrity, Being Dependable, Honoring Commitments, Meeting Deadlines)