The Role As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability. SaaS Support • Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis. • Respond promptly to SaaS-related incidents and service requests, minimizing business disruption. • Escalate complex issues to Level 3 support or development teams as needed and track until resolution. • Communicate effectively with external partners, stakeholders, and SaaS providers. Technical Expertise • Maintain a strong understanding of the organization's application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level. • Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support. Problem Identification and Resolution • Analyze reported issues to identify trends and recurring problems. • Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions. Communication and Collaboration • Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation management teams. • Communicate with end-users to gather information, provide updates, and guide on best practices. Documentation and Knowledge Sharing • Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions. • Contribute to the organization's knowledge base to empower Level 1 support and end-users. Quality Assurance • Ensure solutions are based on validated knowledge documentation and not assumptions. • Proven experience (2–7 years) in application support, including Level 2 roles. • Basic or end-to-end knowledge of the shipping lifecycle. • Familiarity with EDI and SQL. • Excellent analytical and problem-solving skills. • Effective communication and interpersonal abilities. • Familiarity with ITIL or other IT Service Management frameworks is a plus. • Certifications related to specific applications or platforms are beneficial.