PURPOSE
ESSENTIAL DUTIES & RESPONSIBILITIES
- Respond to issues to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLAs (Service Level Agreements)
- Provide functional and technical assistance to customers/vendors/carriers
- Respond to customer/vendor requests promptly within departmental guidelines
- Research and recommend known technical and functional solutions to customers, develop workarounds and in some cases solutions for resolution
- Provide consistent and timely status updates to customer issues
- Contribute to the technical knowledge base
- Demonstrate a consistent and positive customer/vendor support orientation
- Creating and executing Test Plans based on bug fixes and enhancements to verify successful promotion of code
- Facilitate issue resolution with creative solutioning by proactive problem-solving methods inside and outside the team
- Work closely with management to prioritize business and information needs
- Locate and define new process improvement opportunities
- Strong analytical skills with the ability to collect, organize, and disseminate information with attention to detail and accuracy
- Manage and support projects to meet project deadlines along with identifying and communicating risks
- All other assigned projects
- Mentor Analyst I staff to build expertise in technology, people, processes, and industry
- Complete assigned curriculum
- Complete interview training and participate in interviews
- Show involvement in the corporate initiatives such as the Green, TruBlu, or Red teams
- Demonstrate a knowledge of and ability to communicate GlobalTranz development processes
- Contribute to the continued maturation of development processes
- Demonstrate mastery of company provided systems and the ability to assist others in their use
- Demonstrate a full understanding of development rituals as practiced by GlobalTranz




- Demonstrate a mastery of the primary technology stacks used within your work area
- Show proficiency in at least one other technology stack not primary to your work area
- Contribute to the communication and adherence of the teams to architectural guidelines
- Conduct initial code review for Engineer I and Intern staff
- Demonstrate knowledge of the transportation/logistics industry
- Spend at least 30 hours each quarter between operations, carrier sales, finance, and IR staff reviewing processes and procedures
- Show expertise and the ability to assist others in their understanding of GlobalTranz offerings and their purpose within your assigned offering space and at least 1 other offering
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Effective written and verbal communication skills to deliver world-class customer support
- Advanced listening skills and customer service attitude with the ability to show sensitivity to user's questions and requests
- Ability to manage time and workflow to meet service levels and priorities
- Ability to set and manage client expectations
- Ability to write technical information in a structured manner
- A self-starter who is results-oriented and able to operate effectively within a team environment
- Sound judgment, analysis skills
- Strong interpersonal skills
- Self-directed and able to work independently as well as in a team setting and thrive in a fast paced, agile environment
- Ability to troubleshoot and solve problems under pressure
- Proficiency in English; other known languages are a plus
- Ability to work outside of standard business hours when needed
**QUALIFICATIONS**:
- Bachelor's degree in computer science, information technology, related engineering degree, or equivalent required
- At least 2-5 years of Computer Science experience required
- 5+ years GlobalTranz product experience for which this position is being filled
- Knowledge of MS SQL Server**** to **** preferred
- Prior Business Analyst experience preferred
- Transportation experience preferred
PHYSICAL DEMANDS & WORK ENVIRONMENT
**Work Environment**: Job is typically performed in a general office environment.

📌 Enterprise Application Analyst Ii - Mex (Monterrey)
🏢 Wwex Group
📍 Monterrey