Applications Support Specialist

The Applications Support Specialist plays a key role in ensuring successful adoption and optimized use of the organization’s logistics and supply chain applications, with a particular focus on CargoWise. This role provides hands-on user support, and system troubleshooting to drive operational efficiency across freight forwarding, customs, and logistics operations.

The incumbent has deep industry experience in supply chain and logistics operations, exceptional CargoWise system knowledge, and a passion for enabling users through effective training and continuous process improvement.

Essential Duties and Responsibilities

• Serve as support contact for CargoWise and other logistics applications across all business units
• Troubleshoot and resolve user issues, escalating to IT Management as needed
• Perform configuration, testing, and validation during system or module rollouts
• Create user guides, standard operating procedures (SOPs), and quick reference materials as requested
• Conduct onboarding sessions for new employees, ensuring familiarity with CargoWise and related systems
• Evaluate user proficiency and tailor training sessions based on department needs and process complexity
• Support change management initiatives during system upgrades and process transitions
• Partner with operations, finance, and compliance teams to enhance system use and process alignment
• Collect and analyze feedback from end users to identify areas for workflow or training improvement
• Collaborate with project managers and IT leadership on system enhancements and integration initiatives
• Stay current on CargoWise releases, logistics technology trends, and supply chain best practices
• Perform other duties as assigned

Qualifications & Skill Requirements

• Bachelor’s degree in Supply Chain Management, Logistics, Information Systems, or a related field (or equivalent experience)
• 5+ years of experience in supply chain or logistics operations, preferably within freight forwarding or transportation management
• Strong expertise in CargoWise (configuration, support, and user training)
• Proven experience developing and delivering effective end-user training
• CargoWise certification(s) or advanced training credentials, preferred
• Familiarity with integration between CargoWise and third-party systems (e.g., accounting, CRM, or reporting tools)
• Experience with data migration, testing, or system implementation projects
• Knowledge of customs, compliance, and international shipping processes, preferred
• Intermediate skills with Microsoft Office products

Key Competencies

• Excellent troubleshooting, communication, and documentation skills
• Strong analytical and problem-solving abilities, with attention to process efficiency
• Excels in meeting deadlines and demonstrates superior time management skills
• Natural ability to multi-task in a fast-paced work setting, strong attention to detail 
• Ability to work in a time-sensitive environment
• Desire and drive to learn and grow
• Highly motivated team player with an outgoing and positive work attitude
• Well organized, able to plan and effectively set priorities for implementation
• Ability to be flexible as priorities shift 
• Demonstrated ability to work in a client centric environment
• Ability to relate to and successfully interact across a variety of settings and work well with a broad and diverse workforce throughout the organization
• Outstanding communication skills - Excellent verbal and written with an emphasis on listening
• Understanding and responsive to situations that require a sense of urgency
• Consistent in follow-up and follow-through
• Credible with a high level of personal integrity
• Adaptive to ICAT’s core values 

Physical Demands and Work Environment:

• Most work is performed indoors in an office setting.
• Flexible approach to work, due to clients needs and project support requirements.
• Regularly use hands to type, handle, or feel.
• Required to use close vision, distance vision, color vision, peripheral vision, depth perception and have the ability to focus.
• Must have clear, easy to understand oral communication ability.
• Ability to push, pull, lift, carry, or maneuver weights up to 20 pounds.
• Ability to sit for prolonged periods. May occasionally need to stoop, climb, or squat

Supervisory Responsibilities: No

Salary Range: $105,485 - $124,100