Vessel IT Support
3 weeks ago
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.
Job description summary
Participate in problem management related to vessel IT incidents.
Participate in change management related to vessels infrastructure / Software / Blackbox
Perform pertinent documentation routines and invoicing of vessel IT usage, for onboard appointments and equipment procured.
Ensure that the IS & IT functionalities onboard vessels are able to support the business processes and recommend changes or additional modules/ tools as required, achieving this, within Business & IT guidelines.
Provide 1st line support to vessels in general and in particular with respect to WSM provided Software and Hardware systems.
Monitor health of WSM provided IT solutions onboard vessels and initiating corrective actions whenever required.
Arrange shipment of relevant equipment to/from vessels.
Provide IT and related training to organization and vessel users.
Main Responsibilities- Performing service desk duties, 1st line support and incident handling.-
- Ensure VIT support documentation is updated and reviewed periodically.- Contribute and ensure Vessel IT Manual is updated and sent to vessels.- Contribute and ensure that Support Hand Book is maintained and distributed.- Purchase, setup, install & support vessel IT Infrastructure.- Develop and maintain user, system and operational documentation for vessel IT usage.- Ensure services are delivered according to WSM principles and guidelines for vessel IT support and best practices as applicable.- Performing service desk duties and ticket escalation.- Participate in system implementation project onboard the vessels on management.- Participate in system implementation projects in WSM onshore when required.- Provide input to WSM BS&IS AOP, budgeting and planning as required.
Accountabilities- Liaison with vessel IT team members with respect to their requests and reported incidents.-
- Resolution of vessel IT incidents reported to 1st line support.-
- Follow up & conclusion of incidents escalated to 2nd Line.-
- Follow up and report on task status.-
- Initiatives to prevent recurrence of vessel IT incidents.To contribute to a continuous improvement of WSM’s services in general and WSM Business Solutions & Information Systems in particular.-
- To keep updated with regard to Corporate and WSM values, standards, policies and guidelines.-
- To report requirements for update of pertinent GIMS content.-
- Provide relevant training of WSM staff and seafarers as required.-
- Undertake necessary training when required.- This position will be measured against:
- Feedback from Customers, Super users, Application Owners and vessel IT users.-
- Quality of reports on Business Application monitoring and status update to stakeholders.-
- Quality of the data in ServiceNow.-
- Cost effectiveness of onboard IT support.-
- Availability of onboard IT infrastructure and systems.Vessels satisfaction with the IT support and on the quality of the routines and efficiency gains in relation to these services.-
- The position will be measured against how well the infrastructure and systems work onboard, how satisfied the end-users are with the services and on the quality of the routines and efficiency gains in relation to these services.-
- Ability to ensure effective resolutions and workarounds for onboard incidents and prevent the recurrence of incidents.-
- Quality of Support documents, reviews and updates.-
- Evaluation of the training provided to the team.- Qualifications- Good incident management and support skills.-
- Good business and process understanding.-
- Structured and solution oriented.-
- Team player.-
- Good communication skills in English.-
- Be able to work independently, be self-driven, and able to make quick decisions in a hectic work environment.#WSM
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