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IT Business Solutions Customer Systems Consultant, Asia Pacific

Date: 02-Feb-2019

Location: Singapore, Singapore

Company: Panalpina

Req ID: 155748
Job Function: IT
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional
Purpose of the position

This position is the link between Panalpina’s customers, Panalpina’s business functions (M&S, Operations, etc.) and the regional and corporate IT departments reporting into IT Business Solutions Work hand in hand with Marketing and Sales on customer projects including in person customer visits and pre-sales activities.

Work with the Customer Systems Support & Maintenance (“Run”) team to ensure that SLAs are followed; with the Customer Systems Development (“Build”) team to ensure that what is being built matches customer requirements and collaborate with Customer IT Solution Consultants of other regions to identify global product trends and business needs.

Cover the IT aspects of project life cycle from sales support, presentations, solution design, configuration, documentation for technical development, testing, implementation support up to go live at which time the project is turned over to Support & Maintenance. Coordinate tasks during all project phases in Panalpina project management tool. Project partners are corporate build team, regional run team, sales, operations and Panalpina customers.

Responsible for client specific IT setups where required i.e. customers owned by IT where the consultant is accountable for all aspects from pre-sales, implementation and change management.

Responsible for supporting areas and other countries in the region based customer systems consultant through training, supporting and consulting on client facing system setups.

Key Tasks


Collaborate with the concerned Regional Marketing & Sales and product function, other Business Solutions Managers and Regional Head of Business Solutions, to support the creation of business requirement specifications and develop customer systems solutions.

* Collect review & understand customer requirements and help in the translation of these into BRF/BRS for submission to the build part of IT and smooth transition through the acceptance gate

* Use existing or, if needed, support the creation of client specific SLAs to ensure alignment between internal/ external client expectations and the support & maintenance delivered through the IT support and maintenance department

* Define standard customer solutions applicable for the region for quick implementation and support the creation of global standard solutions together with the other regional and corporate teams


* Act as interface between the demand functions and IT solutions to ensure internal and external customer requirements are met

* Analyze customer requirements, recommend, project manage & manage the development of IT solutions in collaboration with business owner/account manager

* Configuration of proprietary applications or creation of technical specifications for hand-over to technical programmers to fit customer’s needs

* EDI data field mapping preparation in collaboration with the EDI team

* Obtain and maintain excellent customer systems knowledge from team members, the corporate build and consulting functions

* Participate in business implementations and full responsibility for end to end IT project work stream. Liaise with EDI group in order to ensure customer IT integration

* Coordinate information & activities to ensure customer satisfaction in delivering supply chain solutions for potential customers

* Collaborate with regional project management team to manage time/resources and successfully deliver IT customer systems services

* Identify needs, develop & deliver sales training, tools & support material for customer IT solutions that enable supply chain solutions

* Create and deliver in person or by webex presentations/demos on how IT enables supply chain solutions

* Identify gaps and/or shortcomings of Panalpina customer applications based on own’s observations, knowledge, customer’s requirements and competitor’s systems. Write BRFs on how to address those requirements and submit to corporate IT for review, approval and possible development

* Provide IT related responses to customer RFQs and RFIs

* Suggest and where appropriate participate in continuous improvement projects related to customer applications in Panalpina

* Support head of department with ad-hoc IT projects as required


* Assist with the preparation of the required input to the regional customer system change control board.

* Responsible for being cost conscience for team’s financial budgeting.

* Support the IT governance process.

* Support the IT architecture function in its mission, objective and action plans. Assist the Regional Head of Business Solutions EDI/B2B Analyst Team Lead in developing, executing, and communicating IT/business vision, mission, and goals

Function / Market & Industry Knowledge / Business Acumen / Process working

* Demonstrated competency in process & system design & delivery, needs assessment, process improvement, project management of customer facing IT solutions & business logic

* Comprehensive understanding of customer requirements in terms of information flow, transportation, warehousing & logistics

* Adequate sales process experience

* Broad knowledge in freight forwarding, logistics and supply chain solutions (processes, products & IT solutions)

* Overall understanding of Panalpina business processes and interdependencies

Skills & Competencies


* Excellent communication & interpersonal traits in the areas of presentation skills. Must provide sales/customer presentations/demos that will assist with winning new business

* Ability to work in a diverse environment and cultures

* Ability to move forward successfully with minimal direction: self-motivated & autonomous

* Capable of remaining professional & effective in light of sometimes very stressful situations

* Willingness to involve stakeholders in decision making process and ability to get buy-in

* Ready to take personal accountability for achieving individual and shared goals

* Able to influence and convince others in a way that results in acceptance and agreement

* Credible with vendor, internal / external customers, peers and staff

Educational background / Work experience

General degree with emphasis in IT, Engineering, Supply Chain Management or equivalent of 10 years relevant working experience. Minimum 5 years professional experience in transportation, logistics or supply chain management industry.

Computer Literacy

* Knowledge in EDI (EDIFACT,X12, etc.) a plus

* Demonstrate Microsoft office package (MSProject / PowerPoint / Word / etc.) skills in order to produce documentation suitable for Panalpina Sales Team and/or Customers.