Hybrid Support Analyst

at Recruiting.com

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Madrid, Spain

About the role

• Transportation Support Analyst II providing Level 2 to Level 4 application support for World Courier Managed Transportation Products. Collaborating with IT teams and driving improvements in service quality for logistics operations.

Responsibilities

• Provide Level 2 to Level 4 application support across World Courier Managed Transportation Products (DASH/Mobility, Jetstream, OMNI, TMS, 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.
• Contribute to business case development with research and data collection when needed.
• Investigate, resolve, and escalate problems; develop recommendations and follow-through to closure.
• Collect application usage and performance metrics; analyze, summarize, and publish reports for stakeholder consumption.

Requirements

• 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.
• Experience working with a Transportation Management System (TMS) or in logistics; Infios TM (formerly MercuryGate TMS) exposure is preferred.
• 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.

Benefits

• Flexible and hybrid working arrangements apply in line with World Courier policies
• Health insurance
• Retirement plans