Company Link:
http://3scsolution.com
Job Overview: The Application Support Specialist will serve as the first point of contact (L1) for all operational and functional issues related to the Transport Management System (TMS), ensuring uninterrupted support for business-critical logistics and transportation activities. This role acts as the bridge between business users/operations teams and the L2 support team within the software product/vendor organization, ensuring all incidents, service requests, and escalations are managed within defined Service Level Agreements (SLAs).
Role and Responsibilities
1. Incident & Issue Management:
- Provide L1 support for all TMS-related issues including order management, dispatch planning, route optimization, freight billing, carrier management, tracking, and EDI/API integration failures.
- Log, triage, and prioritize incidents in the ticketing tool (e.g., ServiceNow, JIRA, etc) based on severity and business impact.
- Perform initial diagnosis and resolve known/recurring issues using documented runbooks, SOPs, and knowledge base articles.
- Escalate unresolved or complex technical issues to the L2 support team within the product team, providing complete diagnostic information to minimize resolution time.
2. SLA & Escalation Management:
Track and manage all tickets against defined SLAs (response time, resolution time, escalation matrix) for Severity 1 to Severity 4 issues.
Proactively flag SLA breaches or at-risk tickets to stakeholders and drive timely closure.
- Maintain and update the escalation matrix and ensure correct routing of issues to L2/L3 teams based on issue category (functional, technical, infrastructure, integration).
- Coordinate root cause analysis (RCA) documentation with L2 teams for recurring or critical incidents.
3. Business-Critical Operations Support:
Ensure continuous availability and functioning of TMS modules supporting core business processes: order-to-dispatch, load planning, carrier allocation, in-transit visibility, POD (proof of delivery), freight audit, and billing.
- Monitor batch jobs, interfaces (EDI/API), and scheduled processes (e.g., order sync, invoice generation) to ensure timely execution; raise alerts on failures.
- Support peak business periods (month-end, quarter-end, promotional/seasonal volume spikes) with extended monitoring and rapid response.
- Coordinate with warehouse, transportation, finance, and carrier/3PL teams to resolve operational disruptions linked to system issues.
4.Liaison with L2/Product Support Team:
•Act as the single point of contact between internal business/operations teams and the external/internal L2 support team of the TMS product vendor. • Ensure proper handover of tickets with complete logs, screenshots, error codes, and reproduction steps to reduce back-and-forth.
- Participate in regular cadence calls (daily/weekly) with the L2 team to review open tickets, pending RCAs, patches, and upcoming releases.
- Track L2 ticket aging and follow up to ensure SLA adherence from the vendor/product side; report non-compliance to management.
5. Change & Release Coordination:
- Support testing (UAT) of patches, hotfixes, and new releases provided by the L2/product team before production deployment.
- Maintain a lot of known issues, workarounds, and permanent fixes; update internal knowledge base accordingly.
6. Reporting & Documentation:
- Prepare and publish daily/weekly/monthly reports on ticket volume, SLA performance, recurring issue trends, and L2 escalation status.
- Maintain documentation: SOPs, FAQs, troubleshooting guides, and user manuals for common TMS issues.
- Conduct trend analysis to identify recurring problems and recommend permanent fixes or process improvements.
7. User Support & Training:
- Provide functional guidance to end users (dispatchers, planners, carriers, finance teams) on TMS usage and best practices.
- Conduct periodic refresher training/knowledge sessions for business users based on common support themes.
Requirements:
Education
➢ Bachelor's degree in Engineering, Computer Science, Supply Chain, Logistics, or related field.
Experience
➢ 2–5 years of experience in application/IT support, preferably in Transport Management Systems, Supply Chain, Logistics, or ERP support environments.
➢ Hands-on experience with TMS platforms (e.g., Oracle TMS, SAP TM, Blue Yonder, Shipsy , or similar) is highly preferred.
Technical Skills
✓Working knowledge of ticketing tools (ServiceNow, JIRA, etc).
✓ Basic understanding of EDI/API integrations, batch job scheduling, and database queries (SQL) for issue diagnosis.
✓ Exposure to logistics/transportation business processes: order management, route planning, freight audit, carrier management, and tracking/visibility. Soft Skills
✓ Strong analytical and troubleshooting abilities.
✓ Excellent communication skills to liaise effectively with both business stakeholders and technical L2/product teams.
✓ Ability to work under pressure during business-critical incidents and peak operational periods.
✓ Strong ownership mindset with a customer-first approach.
Key Performance Indicators (KPIs)
SLA adherence rate (response and resolution time) for L1-handled tickets.
Percentage of tickets resolved at L1 without escalation.
Average ticket resolution time and backlog aging.
L2 escalation turnaround time and vendor SLA compliance tracking. User satisfaction score (CSAT) for support interactions. Reduction in recurring incidents through RCA-driven fixes.
Work Environment
❖ May require shift-based or on-call support (including weekends/holidays) to ensure 24x7 coverage for critical transportation operations, depending on business requirements.
❖ Close coordination with cross-functional teams including Operations, Finance, IT Infrastructure, and external L2/vendor support teams
