About Inchcape Shipping Services
At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.
Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices, across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.
We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.
Main Purpose of Job
As an Application Support SME and a member of the Application Support Team, you will play a pivotal role in understanding the integration platform and its associated touch points on a business & techno-functional perspective.
You will gain in-depth understanding of our core integration platform, handle Business Analysis process, provide support to the level 2 teams and instigate detailed investigations.
This is a great opportunity to work with a technology portfolio that’s modern and constantly developing furthering your knowledge of AI, Cloud, Big Data and other emerging technologies.
You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to.
This is an exciting, dynamic role that requires agility of thought, adaptability with the ability to turn technical solutions and jargon into plain language for staff and communications.
This role is for Integration platform. Please apply only if you have worked on any SAAS products & their integrations as a Business Analyst
Role Requirements
- Provide high quality Business analysis on critical application integrations.
- Act as the primary subject matter expert to troubleshoot complex issues, and identifying potential problems, while collaborating closely with other IT teams and business stakeholders to align with application support with strategic goals.
- Deep understanding of various application integrations, including their functionalities, architecture, data flows, and acting as the go-to person for complex technical issues.
- Good exposure to SAAS middleware platforms and cloud services.
- Excellent in applying analytical logical and systematic troubleshooting skills to diagnose complex technical issues and identify root causes.
- Lead the process of identifying, investigating, and resolving critical application issues, including escalating to higher-level support or vendors when needed.
- Develop and maintain comprehensive application documentation, including user guides, troubleshooting procedures, and knowledge base articles.
- Act as a liaison between the application support team and Product / Business stakeholders, understanding their needs and communicating effectively regarding application issues and updates.
- Available out of hours for incident support and changes such as deployments and hotfixes.
- Strong verbal and written communication skills to effectively interact with technical teams, business users, and senior management.
- Proven ability to lead and motivate a team, delegate tasks, and foster collaboration.
- Participating in application upgrades, patches, and releases, ensuring smooth transition and minimal disruption to users.
- Working closely with application developers to communicate user feedback, report bugs, and contribute to application improvements.
- Ability to provide exceptional customer service to end-users, addressing their concerns promptly and professionally
Key Deliverables
- Deep understanding and documentation of Inchcape’s business structure and ISS processes.
- Be the primary liaison between Application Support Teams and Integration Product team.
- Document run-books.
- Offer L2/L3 support thru troubleshooting for complex issues in integration platform and render efficient support of existing and new modules by interacting with Application Support Teams and Product teams.
- Ensure incidents and problem investigations are done in thorough detail, identifying root causes.
- Provide expert knowledge to application support members, helping identify issues and areas of improvement and providing that feedback to the respective teams.
- Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
- Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
Essential
- Minimum 7 years of experience in Business Analysis processes, frameworks and standards.
- Good exposure Integration platforms and cloud services.
- Good exposure to SAAS products and their integration.
- Integrations platform development exposure would be an advantage.
- Good exposure to ITIL practices
- Exposure to IT Application Support and Service delivery functioning
- Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.
- Flexible in meeting the demands of the role, as the role may involve some evening and occasional weekend work, as well as being on call for incident management.
- Excellent analysis and problem-solving skills
- Expert in modern software engineering practices
- Expertise in PostgreSQL and SQL server.
- Exposure to any financial products will be an added advantage.
- Agile product management tools like Jira, Confluence, etc.
Desirable
- Knowledge of shipping / port agency domain.
- IT application Early Life Support experience.
- Experience in global organisation and services.
- IT partner / vendor management.
- Experience in Zoho Service desk.
- Accreditation or qualification in a computing discipline.
- Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation.
- Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage.
Plus much more!
Why Inchcape Shipping Services?
We believe in building a diverse and high-performing workforce that works together to provide our customers with the exceptional service they deserve. To reach the highest standards, we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.
Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:
Global Perspective - We connect the world and see the bigger picture.
The Power of People - we rely on the strength of local agent knowledge and relationships.
Progress - we adopt new thinking and push for positive change in our industry.
Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.
Additional Information:
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation, depending upon your geographical location.
To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.
#LI-MB1
