Senior Support Analyst

Senior Support Analyst page is loaded## Senior Support Analystlocations : Mexico, Mexico Citytime type : Full timeposted on : Posted 2 Days Agotime left to apply : End Date : September 30, 2025 (25 days left to apply)job requisition id : REQ-2025-10641JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. This individual will coordinate all efforts with various team members of the JAS Forwarding Worldwide Information Technology goup.Essential Duties and Responsibilities

• Responds to software problem calls on site and over the phone for users. Investigates error messages and determines resolution. Reinstalls programs or replace files that are causing errors. Calls software vendors or access online technical support to obtain software updates. Responds to network log on calls and investigates appropriate areas of potential problems and determines resolution.
• Maintains and troubleshoots a wide range of software used throughout the companies operations. Assists in the installation and configuration of Business Application software upgrades to existing computer equipment as needed.
• Monitor Business Application systems use including but not limited to
• Accounting, Forwarding Operations, EDI processing applications, and Batch and Report Processing.
• Prepare and distribution various reports to Business Application Systems users as requested.
• Tracks and logs all activity both incidents and resolutions to system users. Coordinates with the other JAS Forwarding Worldwide Information Technology team members to build a knowledge base for the benefit of JAS Forwarding computer system users. Logs and documents all calls received and handled within the JAS IT Help Desk Support Center. Responsible for properly completing all information necessary within the IT operational methodology as required by the Global Help Desk Manager.
• Assist in performing necessary steps for testing new business application software releases and corrective codes on Desktop computers, and servers supplied by the JAS Forwarding Worldwide Development team and JAS approved vendors. Maintains up-to-date expertise in the operation and application for the standard microcomputer software and a working knowledge of a wide variety of commonly used hardware and software. Maintains a working knowledge of software applications necessary in the support of JAS Forwarding Worldwide business activities including, but not limited, to iSeries operating systems, Accounting, Forwarding Operations, Web Tracking, and CRM applications.
• Provide individual and group instruction, as needed, on the use of equipment and software, and on network features.
• Assist with preparing and providing necessary project information to support the JAS Worldwide IT strategy.
• Provide regular updates to the Global Help Desk Manager on assigned projects. Work with cross function organization teams to ensure the coordination of resources for technology projects and that all services have needed information regarding the implementation of technology.
• Maintain effective communication with all areas within JAS Forwarding.
• Perform special projects as assigned by the Global Help Desk Manager.
• Adhere to all published organizational, safety policies and procedures as described in the JAS Forwarding employee handbook.## QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.### Education and / or ExperienceBachelor's degree (B.A) in Business Administration, Computer Science from four-year college or university; or five to seven years previous experience; or equivalent combination of education and experience.### Language SkillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.### Mathematical SkillsAbility to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.### Other SkillsExcellent coordination skills with demonstrated results. Experience working with iSeries based IT Systems and knowledge of telecommunications and data networks. Advanced technology and operational support skills. Excellent verbal and written communication skills including demonstrated ability to interact and communicate with all levels of an organization. Excellent team participation skills. Demonstrated ability to coordinate multiple and varied projects. Excellent technology skills, including the use project management, database management, presentation and word processing software. General understanding of Freight Forwarding and Logistics Industry, and the role of technology in supporting organizational effectiveness. Understanding of current computer and Internet technology.JAS prides itself on its exceptional service and competitive pricing that comes about through the hard work and skill of the people who make up the JAS organization. The mission of JAS is to focus on innovation and maintain a commitment to deliver the product securely and on time. This mission flows through its vast global network of 38 subsidiaries, hundreds of official agent locations, and 4,200+ employees across more than 90 countries. JAS' commitment to innovation in the fields of shipping, 3PL, and freight forwarding puts it in a unique class of select companies which concentrate on specialized projects as well as commodity shipping initiatives. JAS is a premier “go-to” company for those wishing to move cargo from anywhere in the world to anywhere else in the world. Through the use of advanced tracking technologies, sophisticated global communications, and a large team of experts across a broad spectrum of specialties, JAS is able to cost effectively handle the shipping of everything from tiny camera parts up to the massive components required to build an oil rig. Transporting cargo is a complex endeavor. JAS is the brand you can trust to satisfy your most demanding requirements.

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