Job Summary: The Facilities Maintenance Specialist provides support to Corporate and Franchise Stores, In House Maintenance Techs, and Vendors through multiple channels, including telephone, email, and ServiceNow tickets. Key responsibilities include answering calls, creating work orders, processing rejected work orders, and proactive monitoring and L1 troubleshooting for devices both on and off the network. The position requires good communication skills (verbal and written), plus the ability to deescalate upset callers. The department provides 24-7/365 support for the stores. Key Duties and Responsibilities: - Utilize ServiceNow to create, track, and research incidents and work orders. - Provide level 1 troubleshooting for equipment both on and off the network, assisting store personnel resolve issues to avoid dispatching a work order. - Proactively monitor networked equipment, including but not limited to food, beverage, fuel, and HVAC equipment. - Follow all environmental and safety regulations in regard to fuel use at store, including monitoring Automatic Tank Gauges, addressing fuel spills, and other duties. - Answer incoming phone calls from stores, technicians and vendors, and meeting department metrics. - Process rejected Work Orders in a timely fashion. - Research charge disputes. - Respond to email requests from outside departments, stores, and vendors. - Create bulk work orders by request. - Research and correct Work Orders that fail due to incorrect categorization, location, etc. - Submit suggestions to improve team knowledge base. - Take professional development classes as directed by leadership - Provide onsite support to stores in the neighboring area once per quarter. - Additional projects as requested by Supervisor. - Work overtime as needed. - Possibility of working evenings, nights, weekends, and holidays via a set schedule. Education and Experience: Education: High School Diploma/GED Specific Knowledge and Skills: - Customer obsessed mentality, working an issue to resolution or ensuring the issue is assigned to the correct resolution team. - Ability to conduct company business in a professional and ethical manner - Communicate troubleshooting procedures to a non-technical audience. - Understand basic computer functions. - Experience with Word, Excel, and other Microsoft Office applications. - Willingness to work through communication barriers. - Knowledge of ServiceNow a plus. - Bilingual a plus. This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary. Pay: $85,000.00 - $95,000.00 Annual If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative For Hiring. For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link. For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.

Overview The Applications Specialist plays a vital role within our IT department, overseeing the complete lifecycle of applications used across Harbor. This includes responsibilities such as licensing management, user provisioning, renewal cycles, vendor management, and providing ongoing application support. The ideal candidate will combine strong technical expertise with excellent communication skills, a keen eye for detail, and a passion for delivering exceptional user support. This role demands a proactive, solution-oriented individual capable of managing multiple tasks while ensuring Harbor’s applications are optimized to meet operational needs. Responsibilities License Management: - Procurement & Inventory: - Research, evaluate, and recommend new software applications to meet evolving business needs. - Negotiate software licensing agreements with vendors, ensuring cost-effectiveness and favorable terms. - Maintain a comprehensive inventory of all software licenses, including license type, expiration dates, and user allocations. - Develop and implement procedures for software license tracking and auditing to ensure compliance. - Design and maintain internal license request forms and workflows, including coordination with IT Security for new application approvals. - Serve as the primary contact for urgent license provisioning and procurement, ensuring timely access to critical tools. - Provisioning & Optimization: - Manage the entire lifecycle of application licenses, ensuring proper allocation, optimal utilization, and full compliance with vendor agreements and internal policies. - Develop and implement a system for efficient software deployment and user provisioning. - Monitor license usage and identify opportunities for optimization, such as re-harvesting unused licenses or consolidating licenses. - Analyze application usage patterns to identify trends and make recommendations for future licensing needs. - Administer enterprise licenses for new technologies, including setup, provisioning, and user onboarding (e.g., AI tools, analytics platforms). - Renewal & Compliance: - Proactively monitor license renewal cycles and initiate the renewal process in a timely manner. - Collaborate with the Vendor Management Office (VMO) to review, negotiate, and renew contracts, ensuring favorable terms and pricing. - Stay informed about software licensing regulations and ensure compliance with all applicable laws and policies. - Identify and resolve licensing discrepancies, including securing refunds or credits for unused or misallocated licenses. Vendor Management: - Relationship Management: - Serve as the primary point of contact for software vendors, building and maintaining strong relationships. - Communicate effectively with vendors to address issues, resolve disputes, and negotiate favorable terms. - Performance Monitoring: - Collaborate with the Vendor Management Office to ensure service level agreements (SLAs) and performance metrics are met. - Track vendor performance, including response times, issue resolution, and overall service quality. - Escalate critical vendor-related issues and work with internal teams to ensure vendor deliverables align with firm expectations. - Coordinate with vendors and internal stakeholders to resolve complex provisioning or technical issues. - Contract & SLA Management: - Review and analyze vendor contracts, ensuring they meet Harbor's needs and comply with internal policies. - Negotiate service level agreements (SLAs) with vendors to ensure optimal application performance and support. Application Support: - Help Desk & Troubleshooting: - Serve as the primary point of contact for all application-related inquiries, providing technical support and troubleshooting assistance to users. - Log and track user requests, ensuring timely resolution and follow-up. - Maintain a knowledge base of common application issues and solutions. - Draft and distribute firm-wide communications regarding application updates, outages, and changes. - Performance Monitoring & Optimization: - Proactively monitor application performance, identifying potential issues before they impact users or disrupt business processes. - Analyze application logs and performance metrics to identify areas for improvement. - Collaborate with IT infrastructure teams to ensure optimal application performance and availability. - Application Lifecycle Management: - Participate in the selection, evaluation, and implementation of new applications. - Collaborate with development teams to provide feedback on application design and functionality. - Assist in the deployment and configuration of new applications and updates. - Lead decommissioning efforts for legacy systems, ensuring smooth transitions and minimal disruption to users. Budgeting and Financial Oversight: - Budget Planning & Tracking: - Assist in the budgeting process for application-related expenses, including licensing, maintenance, renewals, and support contracts. - Track application-related expenses against the allocated budget and identify potential cost overruns. - Coordinate with finance and procurement systems to ensure timely processing of purchase orders and renewals. - Cost Optimization: - Identify cost-saving opportunities through efficient license management, vendor negotiations, and process optimizations. - Analyze application usage and costs to identify areas where spending can be reduced or reallocated. - Recover costs by canceling unused licenses and securing refunds or credits from vendors. Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field. - 7+ years of experience in application support, IT operations, or a related role. - Strong technical proficiency with knowledge of various software applications, platforms, and cloud technologies (e.g., Microsoft Office 365, Azure, Airtable) - Proven experience with license management, procurement processes, and vendor management. - Proven ability to troubleshoot, diagnose, and resolve application-related issues in a timely manner. - Excellent communication and interpersonal skills, capable of working with both technical and non-technical users. - Strong organizational skills, with the ability to manage multiple tasks and meet deadlines effectively. - Familiarity with ITIL (Information Technology Infrastructure Library) or other IT service management frameworks is a plus. About Us: Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem. Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.

Description About GLS: GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA’s West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS’ network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers’ needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com. Position Summary: The primary function of the IT Support Technician position is to field incoming IT support requests from both internal and external customers, as well as provide technical expertise and input on a variety of internal and cross-functional projects. Duties for this position include but are not limited to the support of online development, setup and integration of synchronous technologies, and advising various departments on general technology related items. This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from various stakeholders. The work is performed under minimal supervision by the Technical Support Supervisor. Duties of this individual are performed remotely, with occasional on-site travel as customer support requirements demand. Essential Duties and Responsibilities include, but are not limited to the following: - Provide tier 1 Help Desk support to both internal employees as well as external commercial customers. - Advise and help in implementation of various technologies to further the overall capabilities of the business. - Design and support methods and procedures to encourage adoption of various IT related tools and services. - Develop and create documentation and support materials for both internal IT staff and business stakeholders. - Provide remote troubleshooting and resolution on hardware, application, or operating system issues. - Work closely with other IT teams and external departments in collaborating on IT projects. - Train other staff and stakeholders on technical issues as needed. - Light design and programming work related to file transfers or automated scripting. - Analyze systems, identify problems, and develop and implement effective solutions. - Develop and recommend cost effective technical improvements across the business. - Other duties outlined by the IT Support Manager and Technical Support Supervisors. Requirements Minimum Qualifications: - 2 years work experience in the IT field. - Demonstrated success in working in a technical team environment, providing IT service and support solutions. - Strong communication and collaboration skills. - Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines. - Ability to multi-tasks and handle interruptions, then return to and complete tasks in a timely manner. - Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks. - Ability to easily adapt to and learn new technologies. - Maintain important records efficiently and accurately. - Maintain confidentiality of information processed or prepared. - Perform duties and responsibilities independently. - Ability to coordinate, research, and analyze special projects/reports. - Establish and maintain effective working relationships with other employees, supervisory personnel, State and local elected officials, and the public. - Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects. - Ability to perform duties with awareness of all requirements and policies. - Must possess a positive and professional attitude with strong interpersonal skills. Desired Qualifications (all minimum qualifications defined above, plus): - 3+ years experience in a client-facing IT service or support related field. - Industry and/or vendor-specific certifications. - A background in project participation at a contributor or analyst level - Expertise in configuring and installing business-critical tools and applications. - Understanding of, and familiarity with, Microsoft operating systems, Dynamics and 365 suite of applications. Technical Skills: - Web based applications and data access mechanisms. - Basic understanding of networking protocols and design (IP, TCP, DNS, UDP, SFTFP etc.) - In-depth understanding of PC operating systems and software, and web-based applications - ITSM/support request handling and management - Windows Registry - Firewalls and Network filtering - Common Plugins and Browsers - IT security best practices Language and Communication Skills: - Ability to compose, read, interpret and edit complex documents and correspondence and relay information to stakeholders. - Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing. - Follow detailed written and verbal instructions. - Accurately proofread numerical and text data. Reasoning Abilities: - Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form. - Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.) - Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions - Ability to analyze and interpret data Physical and Mental Demands: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EEO Commitment: General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GLS and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.

• Provide first-level support for account access, password resets, and login issues • Manage user account setups, permissions, and group assignments • Maintain shared drives, email distribution lists, and collaboration tools • Support employee onboarding and offboarding from an IT access perspective • Coordinate requests for new or replacement equipment • Provide basic troubleshooting and maintenance for laptops, peripherals, and software applications • Log, track, and resolve IT tickets in a timely and professional manner • Assist with hardware configuration, installations, and updates • Monitor IT help channels or ticket queues and respond to user requests promptly • Collaborate with HR, Admin, and other departments to ensure smooth employee setup • Support system access requests, software installations, and minor network troubleshooting • Communicate clearly with employees regarding issue status and resolutions • Escalate complex technical issues to higher-level IT support or system administrators • Support the purchase or assignment of system licenses and software tools • Assist in maintaining IT documentation and access inventory records • Contribute to system and process improvement initiatives within the IT department