About this role
Overview Who We Are: As a privately held, U.S.-owned and operated company, Crowley provides services to 36 nations and island territories. Our purpose is to bravely advance what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do. By expanding and innovating our services, we have expanded our footprint in services within the Logistics, Land Transportation, Shipping, Wind and Fuel industries. Crowley and its affiliated companies have generated more than $3.5 billion in annual revenue through our people's focus on excellence and a culture that values everyone's voices and collaboration. To continue laying the groundwork and challenge what's possible for our business, we seek to partner with individuals ready to elevate their careers with us. Work Arrangement: What You'll Do: Responsible for designing, developing, modifying, adapting and/or implementing complex short- and long-term solutions to Shipping information technology needs through new and existing third-party applications, under minimal to no direction, while being the bridge between complex business processes and technical execution Serve as the technical backbone of the Shipping application suite. Responsibilities Key Responsibilities: Providing technical assistance and support related to computer systems or software to clients, end users, and the organization. Offering outstanding customer support and excellent communication in accordance with all application support procedures and policies. Responsible for troubleshooting and solving application support issues, identifying root cause, and eradicating through corrective actions according to ITIL practices. This role also fulfills service requests, documentation and support improvements associated with IT Operations of the related applications. Incident & Problem Management: Lead Root Cause Analysis (RCA) for major outages and implement long-term preventative measures. Release & Deployment: Oversee application updates and patches, ensuring zero-to-minimal impact on business continuity. Work with all remote users, corporate infrastructure users, and other Service Areas. Walk customers step-by-step through the problem-solving process and provide timely updates to end users or employees. Ensure targets are achieved in accordance with key performance indicators by identifying and escalating issues that need immediate attention. Solve problems that do not have documentation by walking customers through established processes for solving problems over the phone and utilizing critical reasoning. Monitor ticket status to meet the defined SLO/SLAs, gather and analyze data to diagnose problems with applications. Responsible for performing root cause analysis, technical user guides creation, maintaining knowledge base up to date used to facilitate the learning of business information systems and supporting processes. Ensure a positive support experience for customers; develop a good relationship and trust with company corporate users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems. Follow Crowley´s define change management process to implement configuration changes in Production. Recommend system modifications and automation to reduce user problems. Apply ITIL best practices and engage and lead in the continuous improvement of ITIL practices and SLAs/SLOs. Build and sustain technical and business functional domain expertise in the array of applications assigned. Become a critical IT partner to development teams and IT product owners for issue resolution. Stay ahead of upcoming major technical advances in SaaS products and the personal development needs for IT Operations. Provide guidance/training for end users. Analyze and identify trends in issue reporting and devise preventive solutions, collaborating cross functionally with development teams and others in a matrix environment to drive root cause eradication. Solve an array of problems by analyzing possible solutions using standard procedures and generate them where missing. Assist management with designing, developing and scheduling system back-up and recovery procedures. Responsible for overall quality of service from team members. Mentor support services team members on hardware and software problem analysis and resolution. Qualifications Education & Credentials: Bachelor’s degree in computer science, business, or a related field; or combination of post-high school education and experience equal to eight (8) years. Experience: 10+ years of technical experience working in ITIL IT Support Operations. Must have process awareness of critical business workflows – Order to Case, Procure to Pay, and/or HCM/Payroll. Technical Skills: Proficient with Microsoft Office products, including Word, Outlook, Excel, and SharePoint (Critical). Proficient knowledge of ITSM Tools (Freshservice preferred), and application support best practices. Technical knowledge in Helm CONNECT, Nautical Systems Software NS5, or Business Application SaaS experience are a plus. SharePoint Mastery: Deep experience in SharePoint Online, Power Automate (Flow), Power Apps, and SPFx. You should understand site architecture, permissions, and custom web parts. API & Integrations: Proficiency in testing and troubleshooting APIs using tools like Postman or Swagger. Familiarity with JSON, XML, and webhook configurations is essential. Database & Logic: Strong SQL skills for data querying and reporting. Ability to read/debug code (C#, PowerShell, or JavaScript) to identify where an integration is failing. Data Analytics: Ability to create basic PowerBi dashboards. Other: Ability to communicate effectively verbally and in writing in English. Professional certification, such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) preferred. Competencies: Proficient critical thinking, analytical thinking skills, and problem-solving skills. Experience working in matrix organizations (preferred). Ability to establish and maintain effective working relationships with internal/external business partners. Ability to document existing and new IT L2 Support processes. Ability to evaluate process effectiveness and propose changes and alternatives, collaborating in a matrix with development teams to fruition, when needed. Ability to prioritize, organize and perform multiple work assignments simultaneously. Ability to function effectively with, or as part of a team. Ability to interface software and business applications with other systems. Ability to breakdown complex problems and review related information to develop and evaluate options and implement solutions. Knowledge of and the ability to utilize tools, concepts, principles and practices of data collection, analysis, and testing. Knowledge of training methodologies and the ability to develop and facilitate technical/operational training to others. Knowledge of integrations and understanding of configurations. Excellent customer service, communication, and analytical skills with the ability to multi-task in a fast-paced environment. Ability to prioritize load, provide technical direction and training to incoming team members. What We Offer? We inspire top talent by offering a comprehensive and competitive package that supports the diverse needs of our people—on land, at sea, in offices, and remotely. Our Total Rewards include: Competitive pay with recognition programs Comprehensive benefits: medical, dental, and vision insurance, life and disability coverage, and paid vacation and holidays Leave and family support: parental leave and sick leave Learning and growth: access to training and development for continuous skill development Well-being resources: Employee Assistance Program, wellness program, and gym membership discounts At Crowley, we invest in you—your success, your health, and your future.