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Job Summary

Position Profile (Job Summary)

The IT Support Services Integration Specialist is responsible for the operational support, monitoring, maintenance, troubleshooting, and continuous improvement of TOTE's business integration services across all companies. This position ensures the reliability, availability, and performance of integration platforms, business interfaces, data exchanges, and supporting applications while providing timely resolution of incidents and service requests.

Responsibilities include delivering high-quality support services, coordinating with internal stakeholders and external vendors, maintaining existing integration solutions, implementing approved enhancements, and supporting new business initiatives. The Integration Specialist is responsible for ensuring integration services operate efficiently, comply with IT Support Services (ITSS) standards, and meet established service level agreements.

Essential Job Responsibilities and Results

• Develop, manage, update, and interpret TOTE’s file translation maps and business‑rule logic used to transmit data between Business Services through the ITSS‑approved third‑party eCommerce middleware. Address business‑submitted incidents and requests to resolve issues within TOTE’s Service Portfolio.
• Work closely with the Senior Application Integration Architect to produce documentation, development work, testing, and implementation for both new and existing integration services, including PLSQL components and occasional reporting needs. Follow ITSS standards and conduct thorough unit and integration testing to ensure reliable, high‑quality service outcomes.
• Monitor, troubleshoot, document, and resolve integration service incidents to minimize business disruption while meeting established service level agreements (SLAs). Document root cause analyses and lessons learned within the ITSS Knowledge Base.
• Monitor and support electronic data interchange (EDI) transactions, integration workflows, file transfers, APIs, and business interfaces to ensure successful processing and timely resolution of exceptions.
• Coordinate with third-party vendors, software providers, and business partners to support existing integrations, resolve technical issues, and implement approved changes.
• Perform routine monitoring of system health, application performance, scheduled jobs, and integration processing to proactively identify and resolve issues before business operations are impacted.
• Support the implementation, testing, validation, and deployment of approved enhancements, upgrades, and new integration services while following established change management procedures.
• Analyze service requests and business requirements to recommend appropriate support solutions, configuration changes, or process improvements that improve operational efficiency.
• Maintain and support packaged applications, custom integrations, SQL processes, automated data exchanges, and operational reporting as assigned.
• Coordinate IT support activities related to integration services, including incident management, problem management, release management, and vendor escalations.
• Work closely with business departments, project teams, and technology vendors to ensure service requests, enhancements, and operational changes are communicated, tested, and successfully implemented.
• Maintain accurate technical documentation, operating procedures, system configurations, support processes, and vendor documentation within the ITSS Knowledge Base.
• Support IT General Controls by following established Change Management, Configuration Management, Release Management, and Security procedures.
• Assist in maintaining Business Continuity and Disaster Recovery documentation for supported integration services and participate in testing activities as assigned.
• Participate in service improvement initiatives by identifying recurring issues, recommending process improvements, and implementing operational efficiencies.
• Participate in a 24/7/365 on-call support rotation for integration-related incidents and critical production support across multiple time zones.
• Serve as a trusted IT Support Services partner by maintaining effective communication with business users, vendors, and IT team members while providing excellent customer service.
• Perform other duties as assigned.

Secondary Duties and Responsibilities:

• Assists TOTE in achieving organizational goals and objectives.
• Performs other related duties as assigned.

Education, Experience and Certifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field, or an equivalent combination of education and experience.

Knowledge, Skills and Abilities:

• Minimum five (5) years of experience supporting enterprise applications, integration development, EDI environments, or related information technology support functions.
• Demonstrated experience supporting business-critical applications, integrations, and production systems within an enterprise environment.
• Experience monitoring, troubleshooting, and supporting integration platforms, APIs, file transfers, middleware, and electronic data interchange (EDI) solutions.
• Working knowledge of integration technologies including EDI standards (ANSI X12, XML, EDIFACT, APIs, Web Services, JSON), with transportation or logistics industry experience preferred.
• Experience supporting SQL databases, including executing queries, troubleshooting stored procedures, and validating data integrity.
• Working knowledge of IT Service Management (ITIL) principles including Incident, Problem, Change, Release, and Configuration Management.
• Experience coordinating with software vendors, managed service providers, and business partners to resolve technical issues and improve service delivery.
• Strong analytical and troubleshooting skills with the ability to diagnose technical issues, identify root causes, and implement effective solutions.
• Excellent organizational skills with the ability to prioritize multiple support requests, manage competing priorities, and meet established service levels.
• Strong written and verbal communication skills with the ability to communicate effectively with technical teams, business users, vendors, and leadership.
• Demonstrated commitment to customer service and continuous process improvement.
• Ability to work independently and collaboratively in a fast-paced operational environment while maintaining attention to detail and quality standards.
• Experience supporting logistics, transportation, maritime, or supply chain applications is preferred.
• Cleo Integration Cloud development experience preferred.

Judgement

Must be familiar with a variety of the field's concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals.

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Most work requires normal physical effort.

Manual Dexterity

Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda and other similar documents.

Equal Opportunity Employer

TOTE Resources is an Equal Opportunity Employer - Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin disability, or status as a protected veteran. TOTE Resources is a drug-free employer and a participant of the E-Verify Employment Verification Program.

The intent of this Description is to provide a representative summary of the major responsibilities performed and results expected by persons assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.