About the Job

Our team members are at the heart of everything World Courier does. At World Courier (a Cencora company) we are united in our responsibility to create healthier futures and every person here is essential to us delivering on that purpose. If you want to make a difference at the center of health come join our innovative company and help us improve the lives of people and animals everywhere. Apply today.

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. Were re-imagining IT not as a support function but as a strategic partner to the World Courier business.

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. Through clear communication disciplined incident/problem management and collaboration youll help our teams deliver reliable services that support time-critical pharma logistics.

Why this role matters

Support is where trust is 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 youll do

Production Application Support

• 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.

• 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.

• Collect application usage and performance metrics; analyze summarize and publish reports for stakeholder consumption.

• Maintain and enhance support documentation and Knowledge Articles; promote consistency and reusability across support teams.

• Participate in defining processes best practices tools and standards; ensure all corporate training and compliance requirements are met.

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.

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What were looking for

Youll 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

Experience that will help you succeed:

• 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.

• Bachelors 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.

What success looks like in this role

• Grasping concepts of our support model quickly

• Understanding our application landscape and how the customer (business unit) utilize it daily

• Faster ticket resolution and fewer repeat issues across World Courier Applications.

• Clear timely communication to stakeholders during incident triage and resolution.

• Trend analyses that drive measurable product/process improvements and training updates.

• High-quality knowledge content (creation maintenance reuse) that accelerates support.

• Strong collaboration and visible alignment with business partners and IT teams.

Why join World Courier GDATS

Youll 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 peoples lives delivering essential pharma logistics services

How youll 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.

Affiliated Companies

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 companys 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 . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned