Product Support Specialist

AR, FORT SMITH

What You'll Do

ArcBest is a logistics company with creative problem solvers who deliver integrated solutions for complex supply chain challenges. ArcBest Technologies is an ArcBest company that develops and supports applications to provide innovative technology solutions for business challenges.

Wanting to join the ArcBest family? In our search for top talent, we are looking for those that will further enable us to deliver on our vision and fully support our values-driven culture. The role of the Product Support Specialist I is to plan, execute, and finalize customer integrations, system configuration and development changes within appropriate scope and impact. They must maintain excellent communication with management, team members and other stakeholders. The Product Support Specialist I will utilize their extensive corporate, integration, and system knowledge in leading projects and coaching, training, and assisting others in the area.

A key role of the Product Support Specialist I includes, but is not limited to, providing the business exceptional service, providing partners with timely integrations, and ensuring stable and working implementations of applications including CA PPM, MercuryGate, McLeod TMS, Apptio, EDI, PACE/Oracle Sales Cloud, Avature, and Service Now.

As a Product Support Specialist, you will be a member of the ArcBest Technologies Information Services team in Fort Smith, AR. Your work hours will be Monday through Friday, working an 8 hour shift between 6:00 AM and 6:00 PM.

Your contribution may include:

Strategy

  • Work closely with management to prioritize business and information needs
  • Identify process improvement opportunities
  • Recommend improvements to adjust tool to match processes as they grow and change with the organization
  • Work with outside vendors to implement process improvement changes

Adoption

  • Strive to foster better adoption of the applications in the future through proactive change management
  • Stay abreast of product release schedule, platform requirements, and new product features
  • Work with partners to coordinate system upgrades

Support

  • Provide guidance and direction on system functionality and limitations
  • Work with end-users and customers to understand and document requirements, formulate specifications, and configure the application in the areas of portlets, dashboards, workflow, objects, attributes, and system settings
  • Interact with vendor's customer support organization to troubleshoot and resolve complex support issues
  • Support audit processes and data
  • Provide complete and consistent documentation
  • Monitor system performance and work closely with Technical Services to resolve system issues (such as failovers, table locks, and other errors)
  • Create documentation, process flows, and presentation decks
  • Responsible for understanding and communicating EDI compliance requirements
  • Handle system issues notification to appropriate parties and escalation of critical and recurring problems.
  • Other duties as assigned

Technical

  • System administration for applications
  • Perform new partner/transaction set setups, system updates, mainframe Job Control Language (JCL), datasets, and DB2 tables are required.
  • Manage system configuration changes
  • Investigate and troubleshoot data, access, and reporting issues
  • Perform necessary testing and installation for new solutions, setups, and upgrades to ensure success
  • Interact with ArcBest Technologies application development staff to gain access to required information
  • 24/7 on call responsibilities

Ready to apply? Before doing so, please make sure you meet the minimum requirements:

Education: Bachelor’s degree in computer related field of study, required or equivalent IT System Administration or business systems experience

Computer Skills: Prior training and/or experience in SQL, HTML, XML, CSS, Technical troubleshooting skills, and familiarity with SQL Server/Windows environments       

Skills and Abilities

  • Applied Learning – Ability to take part in needed learning activities in a way that makes the most of the learning experience
  • Conceptual Thinking –Ability to understand a situation or problem by identifying patterns or connections between ideas or situations that are not obviously related; to recognize and organize the parts of an issue in a systematic way; and to frame new ideas and courses of action
  • Communication, Oral – Ability to communicate with efficiency and clarity, actively engaging in conversation in order to clearly understand others’ messages and intent, and receives and processes feedback
  • Communication, Written – Ability to write concise, clear letters, reports, articles, or emails, including proofing and editing
  • Interpersonal Skills – Ability to develop and maintain relationships with others
  • Problem Solving – Ability to recognize courses of action which can be taken to handle problems or potential problems, and applying contingency plans to solve those problems
  • Robust Systems Analysis & Design skills – the ability to determine how a system should work and how changes in the conditions, operations, and the environment will affect outcomes

If you require accommodation in the application process, please contact arcbhr@arcb.com or call us at (479) 785-8963. An Equal Opportunity Employer including Vet/Disability.

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