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Regional TMS Support Specialist

hace 2 meses

Guate, Guatemala Impala Terminals A tiempo completo

Main Objective:

Oversee the second level of TMS support across the Americas region. This role involves managing all support tickets associated with terminals in the area, ensuring timely processing, monitoring, and resolution of support requests, incidents, and defects in accordance with established service level agreements (SLAs). The position requires identifying patterns in recurring issues and determining their root causes. Additionally, it entails analyzing the severity of problems and escalating them to Level 3 support teams when necessary. You will also initiate change requests and coordinate with relevant teams throughout the ticket lifecycle.

Key Responsibilities and Skills:

The responsibilities of this role include, but are not limited to:

  • Collecting and documenting requirements to understand the processes, needs, and motivations behind core business operations.
  • Creating Business Requirement Documents (BRD) and System Requirement Specifications (SRS).
  • Documenting assumptions, dependencies, and risks associated with projects.
  • Supervising the execution of work and ensuring the quality of deliverables while anticipating and resolving potential issues.
  • Preparing documents, meeting materials, and correspondence as needed.
  • Developing test scenarios based on process requirements and conducting technical testing.
  • Testing new features and fixes to ensure functionality.
  • Tracking improvements for future software versions.
  • Facilitating User Acceptance Testing (UAT) sessions with key stakeholders.
  • Obtaining business sign-off for requirements and UAT outcomes.
  • Troubleshooting and investigating software issues reported by users.
  • Creating and updating user documentation and providing training on new functionalities as required.
  • Diagnosing and resolving daily technical TMS issues.
  • Escalating IT issues to Regional or Global IT Infrastructure Management when necessary.
  • Ensuring proper utilization of TMS across all terminals.
  • Providing remote support to users in other regions for escalated issues.
  • Actively maintaining global TMS IT standards.
  • Delivering effective basic user training and onboarding for key users.
  • Collaborating with IT teams for necessary patching of TMS servers.
  • Conducting periodic health checks on TMS applications and equipment across all terminals.
  • Logging and tracking identified defects and escalating them to the relevant Project Manager.
  • Reporting faults and maintaining records of server and site outages.
  • Submitting weekly reports to the Regional or Global team regarding significant issues affecting terminals.
  • Ensuring compliance with governance standards among TMS users and IT teams.

Additional Responsibilities:

  • Performing basic administrative support tasks as required to achieve operational objectives.
  • Assisting with weekend on-call support as needed or assigned by the Regional or Global TMS team.
  • Working additional hours to meet deadlines when necessary and reasonable.
  • Providing assistance to Regional IT Infrastructure teams managing TMS infrastructure.
  • Ensuring a high level of customer service and support for all stakeholders and TMS sites.

Experience:

  • Over 5 years of experience in delivering End User IT Support in high-pressure environments.

Demonstrated Abilities:

  • Excellent communication and customer service skills across all organizational levels, with a proven ability to support end users and collaborate with IT staff.
  • Ability to work independently while exercising strong technical and business judgment in critical automation support functions within operations and terminal environments.
  • Strong diagnostic and troubleshooting skills, with a keen interest in industrial equipment and terminal operations.
  • Commitment to providing superior support and a strong sense of ownership regarding service and problem resolution.
  • Willingness to be on-call on a scheduled basis and work extended hours to resolve TMS issues as needed.
  • Ability to travel on short notice to various locations with active TMS operations.

Skills, Competencies, and Qualifications:

  • Proficient knowledge of Windows 7 & 10 and Active Directory.
  • Familiarity with ITIL, ITSM, or other service delivery management frameworks.
  • Strong understanding of oil and gas terminal operations.
  • Knowledge of oil/downstream platforms is advantageous.
  • Expertise in integrating industrial equipment and understanding communication protocols.
  • Working knowledge of networking devices such as routers, firewalls, and switches (e.g., Cisco, Citrix, VPN).
  • Familiarity with automation processes.
  • Strong written and verbal communication skills in English; proficiency in additional languages (Spanish, French, Portuguese) is a plus.
  • Effective communication skills with diverse audiences, including internal teams, vendors, and terminal staff.
  • Ability to adapt and thrive in changing environments.

Key Relationships and Department Overview:

Key Relationships:

  • Internal IT Teams (local, regional, and global)
  • Business TMS Users
  • Third-Party Vendors