Wise TMS Support Analyst

Key Skills: Cargowise, TMS, Application Support, L2 Troubleshooting

Roles and Responsibilities:

• Provide day-to-day support for CargoWise TMS across forwarding, customs, shipments, declarations, billing, job management, milestones, and workflows.
• Review, troubleshoot, prioritize, and resolve application support tickets raised by operational and business users.
• Investigate recurring incidents, identify root causes, document findings, and support corrective actions.
• Assist with CargoWise configuration updates involving users, organizations, workflows, milestones, charge codes, document templates, reference data, and operational settings.
• Support testing and validation of system changes, enhancements, upgrades, patches, and new configurations.
• Work with operations, customs, finance, IT, regional teams, and software vendors to clarify requirements and resolve issues.
• Maintain support documentation, troubleshooting guidance, known-issue records, configuration notes, and user instructions.
• Provide user guidance and knowledge sharing to improve CargoWise adoption and reduce repeat incidents.
• Identify opportunities to improve data quality, operational efficiency, user experience, and system processes.

Skills Required:

• 5 - 9 years of relevant experience in application support, systems support, logistics operations, or a comparable role.
• Hands-on experience in application support for enterprise business applications, preferably within logistics or freight forwarding.
• Strong CargoWise TMS experience, ideally supporting Forwarding and Customs modules.
• Understanding of shipment lifecycle, job management, billing, documentation, customs declarations, milestones, and forwarding operations.
• Ability to analyze application issues, support business users, translate requirements, and assist with configuration and validation activities.

Good to Have:

• L2 troubleshooting experience for CargoWise or related enterprise applications.

Education: Bachelor's degree in Information Technology, Computer Science, Logistics, Supply Chain, or a related discipline is preferred.