Job Title: Specialist, Application Support – Business Support RCS Grade: M Job Location: GSC BOG, Colombia Role Overview: In this role, you will provide technical leadership and Level 1 application support for business-critical applications, ensuring seamless operations while addressing any technical issues that arise in adherence to business goals and group guidelines. We are looking for a proactive team player who can manage day-to-day application operations, coordinate between support teams and business partners, prioritize issues, and drive solutions. The role also involves regular reporting and conducting service review meetings. Key Responsibilities: - Provide technical leadership and Level 1 application support for business-critical applications, ensuring seamless operations. - Serve as the primary contact for customers facing technical issues, offering prompt and effective resolutions. - Lead troubleshooting efforts, oversee the software development process, and ensure client requirements are properly implemented. - Manage and prioritize tasks for the Application Support team, ensuring timely issue resolution and minimal service disruptions. - Facilitate war room sessions to drive quick resolutions during critical application outages. - Collaborate with internal teams and external vendors to diagnose, troubleshoot, and resolve complex technical issues efficiently. - Build and maintain strong relationships with customers and stakeholders, addressing concerns and providing proactive guidance. - Identify opportunities for service improvement and present recommendations to the Service Manager for optimization. - Ensure accurate documentation of solutions, decisions, and processes for stakeholder review and alignment. - Work closely with ITS, Operations, and customer IT teams to continuously improve application support processes. - Foster strong cross-functional relationships with DPDHL managers to enhance collaboration and operational efficiency. - Proactively track and follow up on action items, escalating issues when necessary and ensuring accountability. - Maintain a solution-oriented approach, clearly documenting resolutions, and decisions for stakeholder confirmation. - Make informed decisions to drive project success, resolve conflicts, and ensure that business objectives are met effectively. Required Skills & Qualifications: - Bachelor's degree. - Minimum 1 year of experience in application support. - Basic understanding of GSN platform, including Incident and problem management is a plus. - Proficiency in Microsoft Teams, PowerPoint, Project, Office Suite, and Excel. - Proficiency in Power BI (preferred). - Strong analytical and problem-solving skills with the ability to handle issues. - Excellent English communication skills (verbal & written). - Ability to work in high-pressure environments while managing different tasks efficiently. - Highly self-motivated, detail-oriented, and capable of prioritizing tasks efficiently. - Knowledge of Logistics and Supply Chain (preferred). - Project Management certification is a plus. This role offers a dynamic work environment with opportunities to collaborate with global teams, enhance technical expertise, and contribute to the seamless delivery of business-critical applications.