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Engineering Support Analyst

Company: C.H. Robinson Worldwide, Inc.
Location: Eden Prairie
Posted on: June 4, 2021

Job Description:

This position is responsible for supporting the Navisphere Customs capability. This capability will build out a new enterprise core set of streams and APIs to streamline integrations with customs providers across the globe.

The ideal candidate is passionate about customer service and has an IT technology orientation. Must be comfortable working independently and as part of a collaborative team, the candidate will enjoy the daily challenges associated with supporting custom, highly related enterprise level software and a demanding customer base. A positive "can do" attitude and willingness to learn about the systems and how the customer uses the systems are essential. The candidate must be adept at identifying root causes to recurring issues to meet customer needs. Primary focus includes supporting and troubleshooting user problems to determine if the problem is hardware, software, or procedural; resolving problems or escalating problems to appropriate resources if needed and following up to ensure the resolution is to user satisfaction; and managing enhancements for customers and internal business stakeholders. Managing the daily workload includes managing incidents via CHR incident tracking tool, problem solving by understanding the users problem, researching the application and investigating some technical aspects such as querying the database or 'light' debugging; resolve immediate problems by utilizing tools such as SQL; and helping to identify potential root causes to problems.

C.H. Robinson recognizes the importance of workplace flexibility. We are committed to providing a remote-friendly work environment, both now and in the future.

Our global technology teams will continue to have the flexibility that enables you to work where you are most effective, whether that be remote or in the office.

Responsibilities:

Support Related

  • Manage service desk level 2 and 3 tickets via CHR incident tracking tool that come from Robinson users
  • Create/Manage vendor support tickets and enhancement requests
  • Manage and coordinate monthly and emergency upgrades with vendor and CHR infrastructure team
  • Irregular hours required for quarter upgrades with flexibility in following days
  • Administer any access, profile, registry or configuration changes allowed by vendor
  • Work with users on enhancement requests to vendor tool and coordinate with vendor
  • Monitor instrumentation tools for capability health and proactively resolves monitoring issues
  • Manages day to day user issues
  • Ensure Proper Closure of Tickets with the Help Desk according to defined service levels agreements (SLA)
  • Transitions Help Desk Level 3 Tickets to Business Analyst or Programmer Analyst and tracks progress
  • Builds relationships with users, service desk, infrastructure, and other support teams
  • Looks for and participates in process improvement opportunities
  • Willingness to travel to meet with vendors and branch offices

Manual Quality Assurance

  • As part of upgrade process, execute manual regression tests in Azure Dev Ops
  • Coordinate with automated quality assurance engineer on executing automated tests
  • Help prioritize manual tests should be turned into automated tests to continuously make our automated tests more efficient

Engineering Product Management

  • Translate business, customer and user needs into software development work for features in your team's product domain to create solutions and deliver business value
  • Analyze and document identified business process and/or improvement needs with measurable business value
  • Take a data-driven approach to identifying key metrics and ensuring that user stories improve them
  • Create user stories with acceptance criteria that represent planned work
  • Work with the team to create and support release documentation such as release notes, training documentation, error messages, and knowledge base articles

Required Qualifications:

  • Must have strong customer service experience
  • Must have experience supporting enterprise class systems.
  • Must have good written and verbal communication.
  • Proven track record of effectively delivering results in a fast paced, flexible environment while managing multiple priorities.
  • Minimum of 1 to 4 years of professional information systems experience.
  • Demonstrated creativity solving technology problems.
  • Must be a self-starter with proven experience accomplishing support activities. A team player with a "can do" attitude when handling complex situations

Preferred Qualifications:

  • Values a diverse and inclusive work environment

  • Bachelor's Degree required (or equivalent experience)

  • Previous experience in Transportation, Logistics, International and Customs systems experience a plus.

  • Values a diverse and inclusive work environment

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world's largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.

Keywords: C.H. Robinson Worldwide, Inc., Eden Prairie , Engineering Support Analyst, Other , Eden Prairie, Minnesota

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