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UPS User Specialist in Parsippany, New Jersey

User Specialist

We’re the obstacle overcomers, the problem get-arounders. From figuring it out to getting it done… our innovative culture demands “yes and how!” We are UPS. We are the United Problem Solvers.

About Customer Information Management at UPS Technology:

Are you looking to launch your Information Technology career? If so, then UPS is the place for you!

UPS is now recognized as a technology company spending more than $1 billion a year on information technology. UPS provides its customers unparalleled capability in tracking and distribution intelligence. This technological infrastructure also enables UPS to provide fully integrated Web-enabled, business-to-business solutions.

UPS Information Services, a leader in information technology, is currently seeking career-minded individuals to join our team. If you are highly motivated with a degree in Computer Science or related discipline, then UPS is a great place for you to advance your career.

About this role:

The User Specialist supports a specific application or system. This position gathers and synthesizes information to maintain an assigned system or application. He/She verifies and monitors production support inquiries. This position facilitates end user training. The User Specialist reports to the supervisor and must have Strong communication, organizational, prioritization, and analytical skills n this fast paced production support environment. Candidate must be an assertive self-starter, eager to learn UPS business/system processes, and will be expected to rapidly become a subject-matter expert for the assigned business area. Candidate must be able to confidently facilitate training and work sessions, and provide coordination among business stakeholders and application work teams to achieve results. Candidate must be computer proficient with Intermediate to Expert experience using Microsoft Office 2013 suite (Outlook, Word, Excel, Visio, OneNote and PowerPoint); intermediate experience with MS Access. Familiarity with SQL queries and statements, Oracle BI, mainframe environment, and MS Sharepoint a plus.

Interacts with Technical Teams, Staff, and Users

• Facilitates meetings to achieve desired results (e.g., timelines, metrics, goals, etc.).

• Supports field users by providing information to increase understanding of changes and enhancements to systems.

• Collaborates with cross-functional groups to dsocument broad business requirements and to obtain end user approval.

• Interfaces with internal and external customers, staff, and teams to gather business requirements and to maintain system enhancements.

• Provides information for problem identification and resolution to meet compliance requirements.

• Interacts with cross-functional groups to address business issues and to ensure resolution.

• Provides timely problem resolution to ensure project timelines are met.

• Assists with audits to ensure compliance of user access to UPS applications

Supports End User Inquiries

• Investigates end user inquiries to understand and identify potential application problems.

• Maintains and updates information databases to ensure accurate and current data.

• Generates standard and ad hoc reports to address inquiries.

• Reviews application functionality and researches inquiries to resolve issues and to support end user inquiries.

• Monitors application status and business impact to measure system stability.

• Researches and analyzes business impacts of application problems to support the resolution of issues and to respond to inquiries.

• Performs data queries to provide accurate and current information for analysis.

Supports Technical Requirements

• Reviews project deliverables to evaluate impact for an application or a system.

• Collaborates with cross functional teams to research documentation on requirements.

• Interfaces with associates to ensure quality during problem resolution and retesting solutions.

• Gathers and assembles statistical reports to support the development life cycle.

• Collects process improvement ideas through deployment to support quality assurance.

• Compiles end user reports to inform management of application trends.

Participates in User Acceptance Testing

• Assists with development of use case and scenarios to verify expected results for the application prior to production implementation.

• Assists with UAT to provide test files for applications and customers.

• Logs and reports defects to support end user acceptance and sign-off.

• Assists in the development of go-live training to ensure successful implementation.

Provides Vendor and Customer Production Support

• Provides day-to-day production support of applications (e.g., logs, researches and troubleshoots issues, etc.) for internal and/or external customers and vendors to ensure timely problem resolution.

• Provides 1st and 2nd level support and collaborates with 3rd level support to troubleshoot issues and to increase customer satisfaction.

• Identifies, documents, and communicates production support issues (e.g., system outages, significant events impacting fulfillment of special requests, etc.) to convey changes for project schedules and status.

• Evaluates production support and technology system processes and procedures to assess efficiency and effectiveness.

• Facilitates classroom, remote, and one-on-one training to educate end users on functionality.

• Provides post go-live application support to customers and vendors to log, track, and address issues.

• Researches existing and new services and products to support customer requests.

Primary Skill: Microsoft Office


The desired User Specialist will possess a degree in Computer Science, Information Systems, Business or related field or the equivalent in education and work experience. Bachelors' Degree preferred

This position offers an exceptional opportunity to work for a Fortune 50 industry leader. If you are selected, you will join our dynamic technology team in making a difference to our business and customers. Do you think you have what it takes? Prove it! At UPS, ambition knows no time zone.

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law


Category: Information Systems

Requisition Number: 314880

Location: Parsippany,New Jersey