Transport Management System (TMS) Officer

As a Transport Management System Officer at DP World Logistics, you will play a key role in connecting operational requirements with technology solutions, acting as the bridge between business teams, IT, vendors, and system platforms. The role is responsible for translating business needs into effective system and process improvements, supporting project delivery, maintaining data and system integrity, and managing vendor relationships to ensure technology enables efficient day-to-day operations while supporting the organisation’s broader strategic objectives.KEY RESPONSIBILITYBusiness Analysis & RequirementsElicit, document, and validate business requirements (BRDs) with stakeholders across operations, finance, and ITDevelop As-Is and To-Be process mapsWrite use cases and functional/non-functional requirementsPrioritize requirements and manage scope (P0/P1 classification)Maintain a requirements traceability registerFacilitate and lead requirement-gathering workshopsMaintain documentation governance – version control and a central repository for BRDs, SOPs, and process mapsSolution Design & DeliveryWork with IT and vendors to design and validate system solutions against business requirementsDefine acceptance criteria and sign-off requirements for new features and system changesSupport UAT planning and formal sign-off before go-liveDrive continuous improvement – identifying process efficiency opportunities beyond reactive fixesTesting & Quality AssuranceDevelop test casesLog, track, and follow up on defects/bugs through resolutionValidate fixes and enhancements before release into productionTraining & Change ManagementDeliver training sessions for operations teams and system usersManage change communication for new processes, systems, or feature releasesDevelop SOPs and user guides for new and existing processesProvide post-go-live hyper-care supportProject & Program ManagementPlan and manage cross-functional projects spanning multiple teams and systemsMaintain a stakeholder register and communication plan across departments and vendor contactsTrack project risks, issues, dependencies, and mitigation actionsSupport business case development through cost-benefit analysis for new initiatives/enhancementsReport project status to leadership (steering committee updates, milestone tracking)Conduct post-implementation reviews and capture lessons learnedVendor & Procurement ManagementManage vendor relationships, onboarding, and system access/user managementLiaise with procurement on sourcing of hardware/software based on business requirementsMeet with vendors to define requirements, validate scope, and evaluate proposed solutionsMonitor vendor SLAs and performance against contracted deliverablesFollow up on supplier payments and resolve invoicing/PO discrepanciesTelematics & Fleet Systems ManagementLiaise with telematics vendors on system enhancements, reporting, and data accuracyManage user access and permissions on telematics platformsTroubleshoot telematics issues jointly with operations teams and vendorsCoordinate bug fixes and enhancement requests with the telematics vendor teamMaster Data ManagementManage master data creation, updates, and governance for customers, vendors, and assetsEnsure data quality, consistency, and validation across systemsMaintain data governance standards and access controlsSystems Support & TroubleshootingProvide first-line troubleshooting support to operations, finance, and development teamsAct as primary point of contact for reported bugs or system downtime, logging and raising support tickets with IT and troubleshooting issues jointly through to resolutionManage user access provisioning/de-provisioning across business systemsEscalate and track unresolved technical issues with IT/vendors through to resolutionReporting & AnalyticsBuild and maintain operational dashboards and reportsProvide data analysis to support decision-making and KPI trackingEnsure reporting accuracy through data validation and reconciliationQUALIFICATIONS SKILLS AND EXPERIENCEEducationBachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, Logistics, Supply Chain Management or a related discipline.Professional certification in Business Analysis or Project Management, such as CBAP, PMI-PBA, PMP, PRINCE2 or Agile/Scrum, is preferred.Lean Six Sigma or process-improvement certification would be an advantage.ExperienceMinimum 5–7 years’ experience in business analysis, systems implementation, operational technology or project delivery.Experience in logistics, transportation, freight forwarding, fleet operations or a similarly complex operational environment is strongly preferred.Demonstrated experience gathering requirements, preparing BRDs, mapping processes and translating operational needs into functional and technical requirements.Proven experience managing system implementations and enhancements from requirements gathering through testing, UAT, go-live and post-implementation support.Experience coordinating cross-functional projects involving Operations, Finance, IT, Procurement and external vendors.Hands-on experience with telematics, transport management, fleet management, ERP or other logistics-related systems is preferred.Experience managing master data, system access, vendor SLAs and operational reporting.Experience developing SOPs, user guides and training materials and delivering training to system users.Previous exposure to vendor selection, procurement processes, purchase orders and invoice reconciliation would be an advantage.Technical and Functional SkillsProcess mapping and continuous-improvement skillsProject planning, risk management, issue tracking and stakeholder reporting.UAT planning, test-case development, defect management and release validation.Strong data-analysis, validation and reconciliation capabilities.Proficiency in Microsoft Excel, PowerPoint, Visio and project-management tools.Experience with reporting and visualisation tools such as Power BI is preferred.