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Senior Team Lead, Application Support, Road IT U.S. in Portland at DSV

Date Posted: 7/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Portland
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/3/2018

Job Description

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 5th largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com 

Location: Portland, OR
Job Posting Title: Senior Team Lead, Application Support, Road IT US

SUMMARY

The Senior Team Lead, Application Support, Road Transport position deliver’s quality application support services and leadership skills to our asset based business units. This role involves managing local IT resources at our Portland, Oregon and Missoula, Montana locations, monitoring application related incidents and facilitating escalation when required, and verifying/recreating reported issues and identifying/documenting potential bugs for resolution by development staff. The key responsibility of this position is to ensure that proper ownership of the issues reported by end users and clients is being assigned and that appropriate local and/or global IT resources are engaged to resolve them. In addition, maintaining the continuity of service to business and minimizing system downtime by proactively communicating with all stakeholders is an integral responsibility associated with this position. Most of these required responsibilities are managed by the DSV standard incident management process driven by our Cherwell ticketing application.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manages local application support team to provide efficient, quality service to the business, supporting mission critical client/server applications, including AS400 applications and EDI.      
  • Functions as lead for all communications with GIT, LBE and SD relating to application issues and escalates using DSV SOP when necessary.
  • Works closely with Application Support Analysts, Developers, Department Managers, Contractors, Vendors and other DSV offices to ensure synergy between all entities.
  • Assigns and monitors Cherwell incident tickets to ensure SLO compliance.
  • Acts as liaison for key business partners and vendors to resolve their IT related issues or requests.
  • Understands expectations from clients and recognizes when issues or events may dictate a need to escalate up the management chain.
  • Other duties include the managing and monitoring of projects, maintaining system integrity, proactively interfacing with clients to protect our partnerships, attending meetings, and weekly status reporting to management.

MINIMUM REQUIRED QUALIFICATIONS

Education and Experience

  • Bachelor’s degree in Information Technology, related field or experience in lieu of education.
  • 4 years’ of experience working with and managing IT resources in a fast paced environment.
  • 4 years’ of experience with IT help desk practices or related experience.

PREFERRED QUALIFICATIONS

Education and Experience

  • 4 years’ of experience using project management tools & methodologies.
  • 4 years’ of experience working in a customer service oriented framework.
  • 4 years’ of experience working in an AS400 environment and knowledge of EDI messaging protocols.
  • Experience with system migrations and data center relocations.

SKILLS, KNOWLEDGE AND ABILITIES

Computer Skills

  • Microsoft Office
  • Moderate knowledge of incident management systems (e.g., Cherwell)
  • Moderate Troubleshooting skills
  • Basic knowledge of general IT process and audit mechanisms
  • Tactical Planning experience
  • IT Compliance Principles
  • Basic computer networking knowledge
  • Basic knowledge of IP telephony and/or PBX systems

Language Skills

  • Local language
  • Effective verbal and written communication skills
  • English (reading, writing, verbal)

Other Skills

  • Ability to work within Project Management Framework (e.g. PPO)
  • Analytical Skills (e.g., Storing Information & Managing Data, Learning and Following Procedures)
  • Applied Learning / Functional Knowledge and Skills (e.g., Using Computer Skills, Maintains Industry Awareness/Industry Knowledge)
  • Change Management Skills (e.g., Learning Agility, Adapting to Change)
  • Interpersonal Communication and Language Skills (e.g., Listening to Others, Speaking to Others, Reading, Writing)
  • People and Relationship Management Skills (e.g., Demonstrating Teamwork, Sensitivity to Others, Sensitivity to Cultural and Functional Diversity)
  • Personal Motivation Skills (e.g., Demonstrating Enthusiasm and Energy, Drive to Achieve Goals)
  • Quality and Service Skills and Orientation (e.g., Valuing Quality, Focusing on Details)
  • Quantitative Reasoning Skills (e.g., Using Basic Math)
  • Self-Management Skills (e.g., Dealing with Stress, Maintaining Composure)
  • Work Orientation Skills (e.g., Behaving with Integrity, Being Dependable, Puts Interests of Customer and DSV Above Personal Ambition)

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.  The employee uses computer and telephone equipment.    Specific vision requirements of this job include close vision and distance vision. Work is generally sedentary, with no specific need for physical coordination or effort.  May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.  Hours can be extensive as well as occasionally staggered for multi-shift access.  Minimal travel is required for this role domestically, approximately 6 time per year. On occasion, international travel may be required.

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DSV is an equal employment opportunity employer.  Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, veteran status, marital status, gender identify, sexual orientation, national origin, liability for military service, or any other characteristic protected by applicable federal, state or local law.  If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration.  DSV reserves the right to defer or close a vacancy at any time. 


Nearest Major Market: Portland Oregon