Application Support Analyst L3 EDI Specialist

As an EDI Support Engineer in Application Support, your role is crucial in enhancing the capability of Tier 1 analysts to independently address EDI-related issues. Your main focus will be on fostering a self-sufficient support organization by sharing your expertise, offering guidance, and developing documentation to empower analysts in troubleshooting effectively. By acting as the escalation point for complex EDI matters, ensuring high-quality ticketing practices, and reducing unnecessary escalations to Engineering, you will contribute to streamlining issue resolution and enhancing the overall support experience for the organization. Your deep understanding of the freight lifecycle, inclusive of ANSI X12 transactions, coupled with strong analytical and structured problem-solving skills, will be key assets in this role. **Key Responsibilities:** - Serve as the escalation point for complex EDI issues. - Provide training to Tier 1 analysts to enable them to troubleshoot EDI-related issues independently. - Collaborate with analysts in triaging and resolving EDI-related tickets. - Enhance existing troubleshooting guides and develop new documentation as required. - Document common issues and resolution steps for handling without escalating to Engineering. - Audit escalated tickets to ensure all necessary context, logs, and reproduction steps are included. - Review escalated tickets and offer guidance until Tier 1 consistently meets quality standards. **Qualifications Required:** - 3-5 years of experience in application support. - Willingness to work in 7.30 PM to 4.30 AM shifts. - Bachelor's degree in a relevant field or equivalent experience. - Proven background in application support, preferably in a SaaS environment. - Experience in international client support. - Excellent written and verbal communication skills for effective interaction with clients, team members, and senior management. - Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities. - Proficient in using support management tools and reporting systems. - Flexibility to work in shifts and provide after-hours support when necessary. - Familiarity with the ITIL framework and its application in support operations is advantageous. If you are passionate about EDI support, possess strong problem-solving skills, and are dedicated to enhancing the support experience, this role offers you the opportunity to contribute significantly to the organization's success.,