System Analyst

We are hiring a Business System Analyst to support day-to-day operations and user support activities for the Phoenix application. This role is ideal for professionals with strong application support experience, excellent troubleshooting abilities, and exposure to shipping or maritime business applications. The role involves handling user tickets, resolving system issues, coordinating with vendors, and ensuring smooth application support operations while maintaining high service standards.

Key Responsibilities

• Serve as the first point of contact for users experiencing issues with the Phoenix application.
• Manage incidents, service requests, and support tickets through the ticketing system while ensuring SLA adherence.
• Provide support for login/access issues, data entry errors, user interface issues, and standard system configurations.
• Perform troubleshooting of application errors and coordinate with vendors to resolve defects and technical issues.
• Guide users in navigating and using the application effectively to improve user experience and productivity.
• Support user access management activities including onboarding and offboarding processes.
• Document issue resolution steps, troubleshooting activities, and root cause analysis for recurring incidents.
• Escalate recurring issues, complex problems, performance concerns, and change requests to Level 3 support teams with proper documentation.

Looking For

• Bachelor's degree in Information Systems, Computer Science, or a related field.
• 3+ years of experience in a helpdesk or application support role, preferably supporting shipping or maritime applications.
• Prior experience supporting Solverminds Shipping solutions is highly preferred.
• Basic knowledge of Windows operating systems, Active Directory, and Microsoft Office 365 applications.