About Toll Group :

At Toll, we do more than just logistics - we move the businesses that move the world.

Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small.

We have been supporting our customers for more than 130 years.

Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries.

As the CW1 Application Specialist, you will :

- Lead in-country engagement for CW1 deployments and support additional deployments across new countries.

- Take an active role in the initial implementation, rollout, and ongoing upgrades of CW1 deployments within the region.

- Supplement existing CW1 knowledge by proactively understanding upcoming features, product enhancements, and business benefits.

- Maintain a highly effective support framework for the CW1 portfolio of applications.

- Provide responsive application support while ensuring delivery in accordance with agreed Service Level Agreements (SLAs).

- Investigate and analyse deviations from agreed support service levels with offshore support providers.

- Perform proactive troubleshooting, root cause analysis, and implement preventative measures to minimize recurring incidents.

- Identify continuous improvement opportunities for application support and business processes to increase operational efficiency.

- Develop functional specifications for application enhancements, configuration changes, and business requirements.

- Safeguard the quality of transition from application build and deployment into production support.

- Work closely with Local Applications & Deployment teams, broader IT teams, business stakeholders, and offshore support providers to ensure agreed commitments are delivered.

- Share knowledge and proactively upskill offshore support providers with specialist CW1 module expertise.

- Review, enhance, and maintain support processes, documentation, and knowledge articles.

- Leverage and enhance technical support tools to improve service quality and operational efficiency.

- Continuously develop expertise in the CW1 application portfolio, including country-specific configurations and core modules such as Air & Sea, Customs, Customer Service, Sales, Finance, and Warehouse Management.

What you need to be successful :

- At least 5 years' experience working with CW1 (or similar freight forwarding enterprise application suites).

- At least 5 years' experience working within freight forwarding and logistics organizations.

- Wisetech Global Certifications (CCO, CCS, CCP) are a Prerequisite.

- Demonstrated knowledge of SQL Query Writing.

- Working knowledge of PAVE workflow configuration & setup is favourable.

- At least 5 years' experience providing IT application support in a multinational enterprise environment.

- Strong knowledge of freight forwarding operational processes and CW1 business workflows.

- Demonstrated experience supporting global IT environments comprising both onshore and offshore support teams.

- Experience in CW1 implementations, deployments, upgrades, and production support.

- Strong analytical, troubleshooting, and root cause analysis skills.

- Experience preparing functional specifications for application enhancements and changes.

- Excellent customer service orientation with the ability to manage and meet SLA commitments.

- Excellent written and verbal communication and presentation skills in English.

- Strong stakeholder management, collaboration, and knowledge-sharing abilities.

- A proactive mindset with a passion for continuous improvement, operational excellence, and delivering high-quality application support.