Core Application Support Specialist

Job Description:

Alliance Ground International (AGI) is one of the largest independently owned ground handling company providing services to 100 airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest level of quality service and continuing our track record of outstanding safety. As we continue to grow, we are looking for only the best in the industry.

Responsibilities:

As a Core App Support Specialist, you will play a crucial role in ensuring the smooth operation and optimization of our core applications. You will be responsible for providing technical support, troubleshooting issues, and implementing solutions to enhance the performance and functionality of our core software systems. Collaboration with various teams and stakeholders will be essential to ensure alignment with organizational goals and user requirements.

The position is responsible for end-to-end support experience for critical business applications such as CargoSpot, SwissPay, Swiss Pass, CargoPay, AGIOne and any other product(s) that run critical business functions. Recommend, monitor, and continuously improve BI Dashboard KPIs and provide training to operations teams to understand and better interpret the KPIs.

Responsibilities:

• Provide frontline support for core applications, including but not limited to troubleshooting user issues, resolving technical problems, and escalating complex issues as necessary.
• Monitor the performance and stability of core applications, proactively identifying and addressing potential issues to minimize downtime and optimize efficiency.
• Collaborate with cross-functional teams to gather requirements, assess needs, and implement solutions to enhance the functionality and usability of core applications.
• Develop and maintain documentation, including user guides, troubleshooting procedures, and system configurations, to facilitate efficient support and knowledge transfer.
• Assist in testing and deploying software updates, patches, and enhancements to core applications, ensuring compatibility and minimizing disruptions to operations.
• Conduct training sessions and provide guidance to end-users on best practices, tips, and tricks for effectively utilizing core applications.
• Stay informed about industry trends, emerging technologies, and best practices related to core application support, continually seeking opportunities for improvement and innovation.
• Collaborate with vendors and third-party providers to troubleshoot issues, coordinate upgrades, and implement solutions to optimize the performance and reliability of core applications.
• Participate in on-call rotation and respond to critical incidents outside of regular business hours, as needed, to ensure uninterrupted availability and functionality of core applications.
• Maintain a customer-centric approach, consistently delivering high-quality support services and fostering positive relationships with internal stakeholders and end-users.
• Frequently document and share ideas to improve the product and/or support for the product.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience in providing technical support for core applications, preferably in a corporate environment.
• Strong understanding of software systems and applications commonly used in business operations, such as ERP, CRM, and productivity suites.
• Proficiency in troubleshooting techniques and tools for identifying and resolving technical issues.
• Excellent communication skills, including the ability to convey technical information effectively to non-technical audiences and collaborate with cross-functional teams.
• Detail-oriented approach committed to accuracy and quality in all aspects of work.
• Ability to prioritize tasks, manage multiple priorities simultaneously, and work efficiently under pressure in a fast-paced environment.
• Experience with project management methodologies and tools for coordinating tasks and tracking progress is desirable.
• Certifications in relevant technologies or platforms (e.g., Microsoft Certified Professional, ITIL Foundation) are a plus.
• Flexibility to adapt to changing requirements and willingness to learn and acquire new skills as needed continuously.

This job description is intended to convey information essential to understanding the scope of the position. It is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Management reserves the right to modify duties or assign other duties as necessary.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.