TOS Support Analyst

APM Terminals

At APM Terminals, a global leader in port and terminal operations, we enable global trade and drive sustainable growth. As part of the A.P. Moller-Maersk Group, we connect economies and communities worldwide. Our success is driven by a strong commitment to LEAN methodologies, embedding continuous improvement into every aspect of our operations. Join us and be part of a team that values excellence, collaboration, and innovation.

At APMT Terminals, we foster a dynamic learning and training culture that empowers our employees to excel. Our commitment to continuous improvement is driven by LEAN principles, ensuring that every team member has the opportunity to develop their skills and advance their careers. Join us to be part of an innovative environment where your growth is our priority, and experience the numerous advantages of being a valued member of our team

The Global TOS (Terminal Operating System) Delivery Team is a key part of the APM Terminals Digital Operations organization, dedicated to ensuring that terminals worldwide receive 24/7 support for their TOS platform. Our mission is to enable seamless terminal operations through robust ITSM processes and proactive collaboration.

As a team member, you will be part of an environment that follows best practices in IT Service Management (ITSM), with processes such as Incident, Request, Change, and Problem Management fully aligned with the ITIL framework. These practices are implemented in ServiceNow (SNOW), which serves as our primary communication and management platform. From handling incidents and requests to driving Change and Problem Management processes, SNOW is at the heart of our operations and ensures alignment between the support team and terminal stakeholders.

In addition to managing TOS support operations, you’ll also have the opportunity to contribute to other initiatives related to the TOS platform. A deep understanding of terminal operations, including operational workflows and key stakeholders interacting with the TOS, will be highly valuable. This role offers the chance to work on cross-functional projects, ensuring continuous improvement and innovation in terminal operations worldwide.

Key Responsibilities:

• Provide 24/7 support for the TOS platform, ensuring smooth terminal operations globally.
• Manage and resolve incidents, requests, changes, and problems using the ITIL-aligned processes in ServiceNow.
• Collaborate with terminals and stakeholders to maintain alignment and ensure effective use of SNOW as the main communication channel.
• Participate in TOS-related projects and initiatives, contributing to innovation and continuous improvement.
• Build expertise in terminal operational processes and stakeholder interactions to drive better support and solutions.

What We’Re Looking For:

• Knowledge or experience with Terminal Operating Systems (TOS) or related platforms.
• Familiarity with ITSM processes (Incident, Request, Change, and Problem Management) and frameworks like ITIL.
• Experience with ServiceNow (SNOW) or similar ITSM tools is a plus.
• A strong understanding of terminal operations and related workflows is highly desirable.
• Excellent communication and collaboration skills to work effectively with diverse stakeholders.
• Proactive attitude and willingness to contribute to cross-functional initiatives.
• Lean-minded: we are looking for someone who brings a strong mindset of continuous improvement – someone who is naturally curious, committed to solving problems at the root, and driven to make things better every day.

Join us and play a pivotal role in ensuring the success of terminal operations worldwide through technology, collaboration, and innovation.

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