IT Systems & Application Specialist

The role works closely with employees, department leaders, IT vendors, and technology partners to understand business needs, resolve technical issues, support operational systems, and participate in technology projects. The IT Systems & Applications Specialist is expected to take ownership of issues through resolution while maintaining effective communication with affected users and stakeholders., * Provide advanced technical support and exceptional customer service to employees across all functional departments, serving as a primary point of contact for IT-related issues, requests, and technology needs.

• Troubleshoot hardware, software, application, connectivity, access, configuration, and data-related issues, taking ownership of problems through resolution and keeping users informed throughout the process.
• Partner with departments to understand business and operational needs, identify opportunities for improvement, and recommend appropriate technology solutions.
• Support Microsoft 365 technologies and the Windows environment, including Outlook, Teams, OneDrive, SharePoint, Office applications, Entra ID, Intune, and related services.
• Provide operational and technical support for Transportation Management System (TMS) applications and related business systems, including driver management, dispatch, fleet maintenance, brokerage, accounting, and other transportation operations.
• Troubleshoot and support integrations between transportation and business systems, including TMS, ELD, telematics, payroll, fuel card, accounting, and third-party logistics platforms.
• Assist with the testing, validation, implementation, and support of system upgrades, patches, enhancements, integrations, and other technology changes.
• Participate in IT and cross-functional projects from planning through implementation, helping ensure projects meet defined objectives, timelines, quality standards, and business requirements.
• Create and maintain accurate technical documentation, including standard operating procedures (SOPs), root cause analyses (RCAs), incident documentation, system procedures, and knowledge base materials.
• Document incidents, requests, resolutions, and relevant procedures within the IT service management system to support effective communication, reporting, and knowledge sharing.
• Maintain productive relationships with employees, department leaders, external IT providers, software vendors, and other technology partners.
• Participate in change management, problem management, and continuous improvement activities to improve system reliability, support processes, and the overall employee technology experience.
• Stay current with relevant technologies, application functionality, industry trends, and changes to H&M’s technology environment.

• Strong verbal and written communication skills
• Technical troubleshooting and problem-solving
• Analytical thinking and attention to detail
• Ability to communicate technical concepts to non-technical users
• Ability to prioritize competing responsibilities
• Ability to work independently and collaboratively across departments
• Strong customer service and interpersonal skills
• Project coordination and implementation
• Organization, planning, and time management
• Professionalism and diplomacy

Qualifications:

• Five or more years of IT support, systems support, or related technical experience.
• Experience supporting Microsoft 365, Entra ID, Intune, Windows, and related enterprise technologies.
• Strong understanding of computer systems, networking, security, databases, data storage, telecommunications, and system integrations.
• Demonstrated ability to diagnose, analyze, and resolve complex technical and application-related issues.
• Experience managing multiple support requests and competing priorities in a fast-paced business environment.
• Experience participating in or coordinating technology projects, system implementations, upgrades, and application deployments.
• Strong analytical, troubleshooting, customer service, and communication skills.
• Ability to work independently while collaborating effectively with employees, department leaders, vendors, and technical partners.
• Experience supporting transportation or logistics technology, such as TMW Suite, Trimble products, Samsara, or similar platforms, is preferred.
• Experience with SQL, Trimble products, Sage Intacct, or similar business systems is a plus.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance