• 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.

• Essential Duties of the Position
• Act as main point of contact in DHL eCom JO for Information on eCom application, and complex business requirements with any eCom component.
• Tie DHL Customers, by deploying proper eCom solutions to increase volume of shipment, and a chive country revenue target.
• Provide support on an ad-hoc basis where required for eCom customers or as requested by department manager.
• Undertake support of eCom applications assigned by Department Manager
• Liase with IT staff in the Regional Office with respect to fault reporting and resolution, requirement for data management and standards for data administration.
• 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 and financial).
• Have a sound understanding of DHL's business processes and related software I database in order to tailor software solutions as and when needed.
• Provide briefing, training, user awareness on all software enhancement and any new programs written.
• 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 special privileges.
• Nature and Scope
• Context
  
  
  

This position is responsible to liaise with the Sales department to actively deploy, support and promote range of DHL eCom products and services.

• Reporting Relationships Reports to: IT Service Manager Supervise: N/A
• Contacts
  
  
  

Internal

Country team

Regional eCom Team

External

DHL eCom Customers

• Problem Solving
  
  
  

This position must ensure :

• A seamless troubleshooting phase of eCom application with customers.
• Building own knowledge base of eCom applications to be able to support and provide excellent customer service.
  
  
  

Examples:

• 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 programming schedule.
• 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 their absence.
• Decision Making
  
  
  

N/A

• Planning and Organization
  
  
  

Establishing a course of action to deliver agreed developments on time.

• Job Challenge
  
  
  

Multi-national & multi-cultural environment Country Infrastructure constraints

Time criticality of support & development

4. Competencies Education and Experience

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 technical industry
• Good inter-personal skills and be able to develop good relationships across the company
• Planning and project management abilities
• Self motivated and able to work with minimum amount of supervision
• Skill in assigning and monitoring work queue
• Ability to provide excellent customer service
• Maintain confidentiality of information
  
  
  

Ability to ask pertinent questions and troubleshoot system issues and problems