IT Support Analyst

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Job Details
As part of Cencora, World Courier is a Global Specialty Logistics Company that designs world-class supply chain programs in complete alignment with customers' business goals. The company delivers ultimate peace of mind for the transport and storage of time- and temperature-sensitive products.
This role sits within the Global Data and Technology Solutions (GDATS) organization supporting World Courier. Some of the applications are (but not limited to) our proprietary software for Driver Dispatching, Driver Apps, Shipment Routing, Integration Engine, as well as third party tools for our TMS, Temperature Data Management, and many others.
As a Transportation Support Analyst II, you will serve as a liaison between business and technology, identifying issues before they happen, triaging and resolving incidents when they do happen, surfacing trends, and driving improvements across our transportation solutions.
Why this role matters
Support is where trust is built. In a mission-critical logistics environment, timely resolution and proactive trend identification directly impact service quality, operational efficiency, and customer satisfaction. Most of the shipments are Next Flight Out; therefore our service needs to be Solve This Now.
This role turns inbound tickets and fragmented signals from our employee user base (our customers are our colleagues) into insight and action: streamlining support, improving products and processes, and ensuring stakeholders are informed. Your work reduces friction for users, elevates product reliability, and helps the business move faster with confidence.
What you'll do
Production Application Support

• Provide Level 2 to Level 4 application support across World Courier Managed Transportation Products (DASH/Mobility, Jetstream, OMNI, TMS Infios TM, SAP, Customer Portal, etc.), triaging tickets, managing issues, and driving them to resolution.
• Identify trends from support tickets; recommend and coordinate continuous improvements to products, processes, and training, often working with peer IT teams.
• Act as liaison with internal/external technical teams, consultants, and customers to streamline collaboration and escalation.
• Establish and maintain strong relationships with business partners and IT stakeholders to align support with business goals.
• Assess clients' needs via structured requirements activities (gathering, analyzing, documenting, managing changes) to clarify priorities and options.
• Investigate, resolve, and escalate problems; develop recommendations and follow-through to closure.
• Contrbute to issue observability by way of routine monitoring
• Keep business partners informed of problems, impacts, and resolutions; facilitate calls and provide clear updates in fast-paced scenarios.
• Maintain and enhance support documentation and Knowledge Articles; promote consistency and reusability across support teams.

DEV OPs Work

• With proper certification and approval, be a part of the actual configuration team building the solution
• Properly test, build, and deploy in lower environments the resolution of inbound issues, to create outbound solutions
• Assist peer colleague teams at times as an extension to project teams

Adhoc Projects

• Be responsible for adhoc research projects outside of the ticket queue, such as application platform upgrades
• Provide the same intensity for driving results from one-off tickets, into small projects needing to be answered.

What we're looking for
Experience that will help you succeed:

• Experience working with a Transportation Management System (TMS) or in logistics; Infios TM (formerly MercuryGate TMS) exposure is required.
• 2+ years of application support experience in a global, complex, highly integrated environment
• 1+ years in incident/problem management, including ticket creation, management, and escalation; ServiceNow experience is a plus.
• Bachelor's degree (in progress or completed) in Computer Science, Information Systems, Business, or related field
• Strong business English communication skills (verbal/written); solid Microsoft Office skills (Excel, Outlook, Word).
• Understanding of IIBA principles and practices is helpful.

You'll thrive in our team if you:

• Care deeply about customer experience and communicate clearly, adjusting for audience and context.
• Operate with transparency, accountability, and a "can-do" mindset; you close the loop and follow through.
• Are comfortable self-directing in a fluid, agile environment and remaining calm under pressure.
• In addition to self-directing, be able to drive your workload with minimal input from management at times (take the problem statement, and run with it)
• Enjoy partnering across teams to turn signals (tickets, metrics) into action (fixes, process improvements, training).
• Being able to be led by industry SMEs, as well as lead on your own at times

Why join World Courier GDATS?
You'll have the opportunity to:

• Play a key role in a re-imagined IT function
• Work with smart, committed people who care about doing the right thing
• Shape a modern, people-centered, visible, high-impact support function
• Make a real difference to how people experience technology every day
• Work in a purpose-driven business that makes a difference to people's lives, delivering essential pharma logistics services

How you'll be working• Operate within a global, matrixed IT organization, partnering closely with business, product, engineering, delivery, and QA.• Collaborate across time zones• Flexible and hybrid working arrangements apply in line with World Courier policies.• Occasional out of Shift Support (after hours or weekends, but not to exceed 40 hours/week)• Travel up to 5%.
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: World Courier Management Ltd.
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned