IT Operational Support Analyst

Company Overview:

Global Technology Services is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America, Philippines and the United States, contributing to cutting-edge developments in multiple industries.

Currently, we are seeking an IT Operational Support Analyst (Opendock) with a strong English level to join our team. Here are the challenges that our next warrior will face and the requirements we look for: 

Position Title: IT Operational Support Analyst (Opendock)

Location: LATAM

What you will be doing:

As an IT Operational Support Analyst, you will support the day-to-day use and continued deployment of Opendock, a third-party platform used to manage warehouse appointments and operational workflows.

You will work closely with the Opendock Product Owner and operations teams to configure new warehouse locations, address support requests, assist users, and help ensure the platform aligns with each site’s operational needs.

The role will also support upcoming Opendock capabilities, including SmartGate deployments involving camera installations, site pilots, and post-deployment hypercare.

Key Responsibilities

• Support the configuration and deployment of Opendock at new and existing warehouse facilities.

• Work directly with operations teams to understand their workflows and configure Opendock accordingly.

• Configure and maintain warehouses, appointments, load types, dock doors, and other site-specific requirements within Opendock.

• Troubleshoot and resolve operational issues affecting carrier scheduling, warehouse workflows, and related initiatives.

• Manage Opendock support requests through Jira and Microsoft Teams.

• Participate in ticket queues, sprint planning, Teams calls, and operational meetings as needed.

• Support internal operations users, clients, and carriers who use the Opendock platform.

• Conduct site engagements to demonstrate Opendock features and train users on how to navigate and use the application.

• Follow existing standard operating procedures and contribute to improving documentation and operational processes.

• Collaborate with the Opendock Product Owner, operations teams, and the application vendor on system improvements and enhancements.

• Help coordinate and support SmartGate camera installations as the feature moves into deployment.

• Provide hypercare support during SmartGate pilots and site implementations.

Required Skills & Experience

• Hands-on experience using a ticketing or work-management platform such as Jira, ServiceNow, Azure DevOps, Asana, or a similar system.

• Experience supporting an operational or business-critical application.

• Strong troubleshooting skills in live operational or production environments.

• Experience working directly with operational teams and business users.

• Experience writing, following, or maintaining SOPs and process documentation.

• Ability to prioritize support requests based on operational impact and urgency.

• Ability to learn and support an intuitive third-party application. Previous Opendock experience is not required.

Nice to Have:

• Experience in logistics, transportation, supply chain, or warehouse operations.

• Experience supporting warehouse or carrier-scheduling applications.

• Experience contributing to or improving operational processes and documentation.

• Experience or interest in API integrations and automations designed to reduce manual work and improve operational efficiency.

• Interest in supporting internal improvements and additional projects during lower-volume periods.

Soft Skills

• Strong problem-solving mindset.

• Sense of urgency when handling operational issues and deadlines.

• Self-sufficient and able to work independently.

• Reliable and dependable.

• Strong communication skills when working with operational and technical teams.

• Curious and proactive when identifying process improvements and automation opportunities.

• Comfortable collaborating with users, stakeholders, vendors, and the Product Owner.

Why you will love GTS:

• Join a powerful tech workforce and help us change the world through technology

• Professional development opportunities with international customers

• Collaborative work environment

• Career path and mentorship programs that will lead to new levels.

Join GTS and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. GTS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.