Opportunities

1st Line Helpdesk Support Analyst Job Description

Job Description

The 1st Line Helpdesk Analyst responds to requests for assistance with issues and problems related to ShipNet software. The job involves answering calls from customers and logging the issues. Although this position covers a broad scope of technologies/solutions, the depth of knowledge required is not as great as some of the more specialised positions such as 2nd Line and 3rd Line Support Analysts and Implementation Consultants. This role reports to the IT Support Manager. First line support will be the first point of contact between many of our users and the company, and is therefore key in establishing a first impression by understanding the issue, following through by documenting the issue in Salesforce and escalating it as needed.

The current role provider has also been extensively involved with the setup of internal QA testing and support environments. The next holder of this position must also be able to install our applications, backup and restore databases, and configure internal testing environments for QA, R&D, Product and Support.

Duties and Responsibilities

  • To provide 1st line technical support; answering support queries via phone, web and e-mail
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of 1st line user problems and be proactive when dealing with user issues
  • To log all calls and inquiries in Salesforce and assign cases appropriately
  • Support users in the use of ShipNet software by providing necessary advice
  • To setup QA testing environments as needed
  • To manage customer database backups
  • To run ageing reports to verify outstanding items are being addressed

Skills / Attributes Required

  • Excellent customer relationship and communication skills
  • Excellent logging and recording skills – describing issues with relevant detail
  • Excellent English language skills (writing skills and phone manner)
  • E-mail management skills (for recording appropriate email threads into the corresponding cases)
  • Candidate will ideally have Salesforce Administration experience and be knowledgeable in Atlassian – JIRA
  • Basic knowledge of ShipNet software including installation and configuration
  • Basic analytical and troubleshooting skills
  • Based knowledge of databases backup and restore procedures

Business Consultant – Commercial

Job Description

Business Consultant – Commercial will be primarily responsible for implementing and providing professional services for ShipNet existing and new clients on our Maritime Commercial Product. An effective adoption of ShipNet Commercial solution by customers will be his/her primary goal towards successful delivery. An ideal candidate for the Consultant position will be a technical-minded person who is able to understand complex system and juggle multiple systems at the same time. They will be flexible and will need to be able to incorporate multiple perspectives and needs into a cohesive whole. A combination of people skills, technical ability and an eagerness to learn are needed. As the industry evolves fast, the job changes frequently and requires a fast-thinking individual.

Key Responsibilities

  • Provide pre-sales support by working closely with our sales teams to understand and define client’s key business drivers and requirements
  • Propose software solutions which meet those requirements, ensuring they are technically viable and add value to the overall proposal
  • Understand and demonstrate solutions products to clients at demonstrations and articulate the business benefits they offer
  • Provide information for service quotes to sales team and create software quotations for ad-hoc services to existing clients directly
  • Actively research the marketplace to ensure our products are competitive, add value and create unique selling points
  • Support client meetings in identifying opportunities to upsell into existing accounts
  • Liaise with clients to develop project documentation including Statement of Work and implementation plans as per ShipNet implementation methodology
  • Lead new implementation and upgrade projects as well as provide expert professional services throughout the project lifecycle from requirements gathering through adoption including but not limited to clarification, configuration, user training and Go-Live deployment
  • Successfully deliver implementations to customers’ satisfaction and in line with SoW, as close to the budget as possible
  • Communicate with internal teams including Finance, Support and R&D to ensure effective delivery of projects
  • Manage change requests and customization request from customers and translating the business requirements into specifications for R&D team

Qualification/Experience/Skills

  • Previous experience in a software consultant, specifically in implementing commercial & voyage operations enterprise software
  • Demonstrate strong knowledge of ship commercial (chartering & operations) management
  • Individual should have either chartering/operation background or more than 3 years of implementing chartering & operations systems.
  • The ideal candidate will have experience in a Project Management role and will hold a recognised qualification, preferably Prince2 Practitioner
  • Strong interpersonal, written and oral communication skills including the ability to confidently present product, project plan and associated documentation to customers
  • An advanced understanding of IT concepts including, Microsoft SQL Server will be an added advantage.
  • Advanced administration skills, in particular using MS Word, Excel and PowerPoint
  • Ability to work effectively as part of a team with shared objectives and on own initiative
  • Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives
  • Knowledge of maritime industry
  • Fluent in written and spoken English
  • Willingness to travel up to 50% – 60%

Business Consultant – Finance

Job Description

Business Consultant – Finance will be primarily responsible for implementing and providing professional services for ShipNet existing and new clients on our Maritime Finance Product. An effective adoption of ShipNet Finance solution by customers will be his/her primary goal towards successful delivery. An ideal candidate for the Consultant position will be a technical-minded person who is able to understand complex system and juggle multiple systems at the same time. They will be flexible and will need to be able to incorporate multiple perspectives and needs into a cohesive whole. A combination of people skills, technical ability and an eagerness to learn are needed. As the industry evolves fast, the job changes frequently and requires a fast-thinking individual.

Key Responsibilities

  • Provide pre-sales support by working closely with our sales teams to understand and define clients key business drivers and requirements
  • Propose software solutions which meet those requirements, ensuring they are technically viable and add value to the overall proposal
  • Understand and demonstrate solutions products to clients at demonstrations and articulate the business benefits they offer
  • Provide information for service quotes to sales team and create software quotations for ad-hoc services to existing clients directly
  • Actively research the marketplace to ensure our products are competitive, add value and create unique selling points
  • Support client meetings in identifying opportunities to upsell into existing accounts
  • Liaise with clients to develop project documentation including Statement of Work and implementation plans as per ShipNet implementation methodology
  • Lead new implementation and upgrade projects as well as provide expert professional services throughout the project lifecycle from requirements gathering through adoption including but not limited to clarification, configuration, user training and Go-Live deployment
  • Successfully deliver implementations to customers’ satisfaction and in line with SoW, as close to the budget as possible
  • Communicate with internal teams including Finance, Support and R&D to ensure effective delivery of projects
  • Manage change requests and customization request from customers and translating the business requirements into specifications for R&D team

Qualification/Experience/Skills

  • Previous experience in a software consultant, specifically in implementing financial enterprise software
  • Demonstrate strong knowledge of finance and maritime commercial operations
  • Individual should have an accounting background and should understand IFRS or GAAP standards
  • The ideal candidate will have experience in a Project Management role and will hold a recognised qualification, preferably Prince2 Practitioner
  • Strong interpersonal, written and oral communication skills including the ability to confidently present product, project plan and associated documentation to customers
  • An advanced understanding of IT concepts including, Microsoft SQL Server
  • Advanced administration skills, in particular using MS Word, Excel and PowerPoint
  • Ability to work effectively as part of a team with shared objectives and on own initiative
  • Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives
  • Knowledge of maritime industry
  • Fluent in written and spoken English
  • Willingness to travel up to 50% – 60%