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Senior TMS Support Analyst

hace 2 meses

Guate, Guatemala Impala Terminals A tiempo completo

Main Objective:

Oversee the second level of TMS support for the Americas region. This includes managing all support requests related to terminals in the area. You will be responsible for processing, monitoring, and resolving support inquiries, incidents, and defects in accordance with established service level agreements (SLAs). Your role will involve identifying patterns in recurring issues and determining their root causes. You will assess the severity of problems and escalate them to Level 3 support teams when necessary. Additionally, you will initiate change requests and coordinate with relevant teams throughout the ticket lifecycle.

Key Responsibilities and Skills:

This position encompasses a variety of responsibilities, including but not limited to:

  • Collecting and documenting requirements to understand business processes and needs.
  • Preparing 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.
  • Creating meeting materials and correspondence.
  • Developing test scenarios based on process requirements and conducting technical testing.
  • Testing new features and fixes.
  • Tracking enhancements for future versions.
  • Facilitating User Acceptance Testing (UAT) sessions with key stakeholders.
  • Obtaining business sign-off for requirements and UATs.
  • Troubleshooting and investigating software issues reported by users.
  • Creating and updating user documentation and providing training on new functionalities as necessary.
  • Diagnosing and resolving daily technical TMS issues.
  • Escalating IT issues to Regional or Global IT Infrastructure Management when required.
  • Ensuring the proper use of TMS across all terminals.
  • Providing remote support to users in other regions for critical issues.
  • Actively maintaining global TMS IT standards.
  • Delivering effective basic user training and onboarding for key users.
  • Collaborating with IT teams for TMS server patching.
  • Conducting periodic health checks on TMS applications and equipment across all terminals.
  • Logging and tracking identified defects and escalating them to the appropriate 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 needed to achieve operational objectives.
  • Assisting with weekend on-call support as required by the Regional or Global TMS team.
  • Working additional hours to meet deadlines when necessary.
  • 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:

  • A minimum of 5 years of experience in providing end-user IT support in a high-pressure environment.

Required Skills and Competencies:

  • Strong communication and customer service skills across all organizational levels.
  • Proven ability to support end users and collaborate with IT staff at all levels.
  • Demonstrated capacity to work independently and exercise sound technical and business judgment in critical automation support functions.
  • Excellent diagnostic and troubleshooting skills, with a keen interest in industrial equipment and terminal operations.
  • A commitment to providing superior support and a strong ownership mentality regarding service and problem resolution.
  • Willingness to be on-call and work extended hours as needed to resolve TMS issues.
  • Ability to travel on short notice to various operational locations.

Skills, Competencies, and Qualifications:

  • Strong knowledge of Windows 7 & 10 and Active Directory.
  • Familiarity with ITIL, ITSM, or other service delivery management frameworks.
  • Solid understanding of oil and gas terminal operations.
  • Knowledge of oil/downstream platforms is advantageous.
  • Expertise in integrating industrial equipment and understanding communication protocols.
  • Familiarity with networking equipment such as routers, firewalls, and switches, including Cisco, Citrix, VPN, and link optimization appliances.
  • Working knowledge of automation processes.
  • Strong written and spoken English is essential; 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:

  • Internal IT Teams (local, regional, and global)
  • Business TMS users
  • Third-party vendors