Application Support Analyst

About the role

This is a BAU support role for LinerX, our liner agency system used by agency offices and shared service centres serving shipping lines. The role handles bugs, issues and all other forms of user support. LinerX is developed and maintained by a third-party vendor, so the role acts as the support bridge between our business users and the vendor. The role moves through three phases as the rollout progresses: Rollout phase – Learn how each branch uses LinerX, and work with the rollout Project Manager on handing each site over to BAU, setting out what BAU needs to take it on. Branch rollout itself is led by a dedicated BA. BAU phase – Run day-to-day L2 support for all live sites, act as the knowledge and escalation point for regional L1s, and handle EDI, master data and vendor fixes. Post-rollout phase – Once all sites are live, work with the Product Improvement BA to transition change requests (CRs) raised and delivered during BAU into BAU support.

Key responsibilities

• Own L2 support for LinerX functional modules across all live sites: triage, troubleshoot and resolve bugs, incidents, service requests and user queries within agreed SLAs.

• Analyse issues to root cause, separating user/process errors, configuration and master data issues, and genuine system defects.

• Resolve configuration, setup and data issues directly; escalate confirmed defects to the vendor with clear reproduction steps and evidence.

• Handle functional enquiries and issues escalated by regional L1 support, and give L1 the guidance to close them.

• Maintain global and local master data in LinerX, ensuring accuracy and consistency across sites.

• Maintain and update report templates and document outputs built in ActiveReportsJS.

• Monitor and support inbound and outbound EDI flows (e.g. COPARN, CODECO, COARRI, IFTMBC, IFCSUM, IFTMAN and CUSCAR.) with principals, terminals, customs and other partners.

• Investigate EDI failures, mapping errors and missing or rejected messages; coordinate fixes with the vendor and trading partners.

• Act as the day-to-day contact for the LinerX vendor on support matters: log, prioritise, track and follow up on tickets until closure.

• Review vendor release contents and assess the impact on live sites, EDI and integrations; flag support risks to the Product System Manager, who owns release planning with the vendor.

About you

• Degree in Information Technology, Computer Science, Maritime/Shipping Management or a related field, or equivalent experience.

• Minimum 6 years of experience in application support, with at least 3 years at L2 level supporting both system functions and EDI.

• Proven experience working with a third-party software vendor on issue resolution: logging and prioritising tickets, following up until closure, and verifying fixes.

• Experience working with trading partners to resolve EDI message issues.

• Experience supporting and sharing knowledge with L1 or helpdesk teams, ideally across multiple regions or time zones.

• Working knowledge of EDI, including EDIFACT/X12 message structures and mappings.

• Familiarity with ITIL processes (incident, problem, change management) and ticketing tools (e.g. Jira, ServiceNow).

• Hands-on ability to read and troubleshoot EDIFACT/X12 messages.

• Ability to write SQL queries for data analysis and issue investigation.

• Clear written and spoken English; able to explain technical issues to business users and business needs to vendors.

About us

Ben Line's history stretches back to 1825. With a history of 200 years, the Ben Line name and reputation in the maritime & logistics industry has been built over a long period of time. We have built a reputation for integrity, consistency, reliability and excellence which we constantly seek to protect and grow in our business today and in the future. Our mission is to bring together our network of great people who consistently achieve excellence in maritime & logistics solutions.