1. Job Desciption
Under the supervision of IT Service Manager, provide first level of support for eCom customers on country level. Assure system availability though application and system support. Provide technical support where nominated for all related issues to eCom. Actively support and promote DHL eCom to external customers who use eCom Technology. Ensure that all technology developments are exploited to maintain DHL's market leadership position. Manage the maximization of system availability through application and system support. Ensure the DHL Express Jordan Vision and Company Vision are embraced and supported.
2. Essential Duties of the Position
a)ActasmainpointofcontactinDHLeComJOforInformationoneCom application,andcomplex business requirements with any eCom component.
b)Tie DHL Customers, by deploying proper eCom solutions to increase volume of shipment, and a chive country revenuetarget.
c)Provide support on an ad-hoc basis where required for eComcustomers or as requested by department manager.
d)Undertake support of eCom applications assigned by Department Manager
e)Liase with IT staff in the Regional Office with respect to fault reporting and resolution, requirement for data management and standards for dataadministration.
f)Be an all rounder to represent the other systems analysts. In their absence act as backup to support other applications (customer services, shipment movement, logistics andfinancial).
g)Have a sound understanding of DHL's business processes and related software I database in order to tailor software solutions as and whenneeded.
h)Provide briefing, training, user awareness on all software enhancement and any new programs written.
i)This position has high level access to many restricted facilities and privileges. Therefore it is expected to be immensely trustworthy and should in no manner abuse any of its specialprivileges.
3. Nature and Scope
a)Context
This position is responsible to liaise with the Sales department to actively deploy, support and promote range of DHL eCom products and services.
b)Reporting Relationships Reports to: IT Service ManagerSupervise:N/A
c)Contacts
Internal
Country team
Regional eComTeam
External
DHL eCom Customers
d)ProblemSolving
This position must ensure :
1.A seamless troubleshooting phase of eCom application with customers.
2.Building own knowledge base of eCom applications to be able to support and provide excellent customer service.
Examples:
1.If a large application has been developed, this position should have a structured approach to support deployment. In some cases, there may be changes in the original specification thus altering the course of the programmingschedule.
2.As this position will act as backup to the Application Engineers, it must continue to grow its knowledge base across different applications so that it can support each category of business software in theirabsence.
e)DecisionMaking N/A
f)Planning andOrganization
Establishing a course of action to deliver agreed developments on time.
g)JobChallenge
Multi-national & multi-cultural environment Country Infrastructure constraints
Time criticality of support & development
4.Competencies Education andExperience
Education
Any combination of education and experience equivalent to a bachelor degree.
Experience
1 - 2 year minimum experience.
Competencies
•Maintaining knowledge of current developments and innovations in the technicalindustry
•Goodinter-personalskillsandbeabletodevelopgoodrelationshipsacrossthecompany
•Planningandprojectmanagementabilities
•Self motivated and able to work with minimum amount ofsupervision
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