BROKERAGE APPLICATION SUPPORT - Felipe Ángeles International Airport (AIFA)

BROKERAGE APPLICATION SUPPORT - Felipe Ángeles International Airport (AIFA)

BROKERAGE APPLICATION SUPPORT

• Brokerage Applications Support Specialist • October 2026

Brokerage Applications Support Specialist

Slamnet Support — Mexico Operations

Department IT Mexico

Number of positions 2

Document version October 2026

Work arrangement Hybrid — mandatory onsite attendance once weekly per

specialist

1. Introduction

The Brokerage Applications Support Specialist provides Level 1 and Level 2 technical and functional support for customs

brokerage applications used by UPS Mexico operations, with particular emphasis on Slamnet Parcel and local customs entry

processing systems. The position serves as a primary point of contact for application-related incidents, connectivity issues,

configuration problems, and operational inquiries through approved support channels.

The role requires strong customer service skills, effective communication, knowledge of customs brokerage processes, and

the ability to troubleshoot and document application incidents while minimizing business disruption.

2. Position Objective

• Provide Level 1 and Level 2 support for brokerage and customs processing applications.

• Serve as the initial point of contact for Slamnet Parcel and other supported local brokerage applications.

• Diagnose and classify incidents involving application defects, configuration issues, operational errors, user knowledge

gaps, and enhancement requests.

• Coordinate with business operations, infrastructure teams, database administrators, and application vendors to resolve

incidents.

• Support application stability, operational continuity, and continuous service improvement.

• Record, document, and follow up on incidents, issues, and errors identified during operational processes.

3. Key Responsibilities

• Deliver remote, telephone, and scheduled onsite application support.

• Troubleshoot incidents involving applications, system access, and connectivity.

• Register, manage, and follow up on incidents and service requests through approved ITSM platforms.

• Escalate complex technical or functional issues to appropriate support groups.

• Identify recurring issues and operational risks, and maintain troubleshooting documentation, logs, and knowledge

articles.

• Collect, document, and organize evidence for technical investigations.

• Participate in application validation related to fixes, patches, upgrades, and approved changes.

• Coordinate communication during critical incidents within the established support window.

4. Required Experience

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.

• Experience providing remote and telephone-based support.

• Familiarity with incident management and troubleshooting processes.

• Experience with ticketing or ITSM platforms preferred.

• Experience supporting business-critical applications desirable.

UPS | IT MEXICO | BROKERAGE APPLICATION SUPPORT

UPS Confidential • Brokerage Applications Support Specialist • October 2026

5. Technical Knowledge

• Customs entry processing applications, preferably Slamnet.

• Windows operating systems; Microsoft Office; remote support tools.

• Incident management and troubleshooting methodologies.

• Enterprise brokerage applications and supporting technologies.

• Basic understanding of application connectivity, system access, and infrastructure-related incidents.

6. Business Knowledge

• Basic understanding of international trade.

• Familiarity with customs brokerage, import/export processes, and customs entry processing workflows.

• Knowledge of logistics and supply chain operations preferred.

7. Key Competencies

• Customer service orientation and effective verbal and written communication.

• Analytical thinking, problem-solving, and ability to manage competing operational priorities.

• Attention to detail, teamwork, and cross-functional collaboration.

• Adaptability, continuous learning, accountability, and follow-through.

8. Position Requirements

• Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a

related field.

• English proficiency at B1–B2 level (CEFR), with conversational skills sufficient to communicate with international teams,

participate in support calls, and coordinate incident resolution in English.

• Ability to work an assigned staggered schedule within the established support coverage window.

• Ability to attend the designated UPS airport operations office onsite once per week.

8.1 Work Schedule and Support Coverage

Two specialists will provide combined operational coverage through coordinated, staggered work schedules. Individual

schedules must comply with applicable working-hour and break requirements; each specialist is not expected to work the

entire 12-hour service window.

• Team coverage: Monday through Friday, 8:00 AM to 8:00 PM, Mexico Central Time.

• No standard support coverage on Saturdays, Sundays, or applicable Mexican public holidays.

• No regular support before 8:00 AM or after 8:00 PM; no on-call, standby, or after-hours requirement.

• Any exceptional support arrangement outside this window requires a separate agreement and approval and is not part of

the standard role.

8.2 Mandatory Onsite Attendance

Each specialist must report onsite once per week at the designated UPS airport operations office, based on the assigned work

location

• Mexico City metropolitan area: Felipe Ángeles International Airport (AIFA).

• Guadalajara: Guadalajara International Airport (GDL).

The weekly onsite day is intended to strengthen coordination with customs brokerage operations, support local users, and

improve incident understanding. Remaining scheduled workdays may be remote, subject to UPS policies and operational

requirements.

9. Ideal Candidate Profile

• Experience supporting customs brokerage, logistics, or transportation applications.

UPS | IT MEXICO | BROKERAGE APPLICATION SUPPORT

UPS Confidential • Brokerage Applications Support Specialist • October 2026

• Familiarity with Mexican customs entry processing systems, preferably Slamnet.

• Ability to communicate effectively with business users and technical support teams.

• Strong troubleshooting, documentation, and incident coordination skills.

• Proactive identification of recurring issues and support process improvements.

10. Slamnet Support Team Responsibilities

10.1 Operational Support

• Receive, document, diagnose, and manage incidents and service requests through approved channels.

• Support import and export operations during Monday–Friday, 8:00 AM–8:00 PM team coverage.

• Perform initial assessment and classify application, configuration, operational, training, or enhancement-related issues.

• Coordinate incident resolution and appropriate escalations to minimize disruptions.

• Maintain accurate production support records and operational documentation.

10.2 Communication Channel Availability

• Remain available through designated corporate channels, including assigned corporate phones, during assigned working

hours.

• Respond to requests according to incident priorities and applicable service levels.

• Coordinate handovers between staggered shifts when needed.

These requirements apply only during each specialist’s assigned working hours and do not imply permanent availability or oncall responsibilities.

10.3 Incident Classification and Escalation

• Operational knowledge or training issues: coordinate with the responsible business operations leader.

• Broker Packet or Entry Packet issues: escalate to the Database Administration (DBA) team.

• Local performance, connectivity, or workstation issues: coordinate with the corporate Help Desk.

• Application defects or specialized infrastructure issues: escalate to the responsible technical team or application vendor.

• Enhancement or change requests: document and route through established request and change management processes.

10.4 Evidence and Documentation Management

• Collect and maintain screenshots, recordings, system and application logs, input/output files, test data, reproducible

scenarios, and relevant operational examples.

• Maintain complete and updated incident records and structured documentation for technical teams and vendors.

• Update knowledge base articles, reusable resolutions, and lessons learned.

• Handle all evidence in accordance with UPS information security and data protection requirements.

10.5 Incident and Service Request Management

• Prioritize incidents by impact, urgency, and business criticality and track them through resolution or formal closure.

• Coordinate technical/functional escalations and open, manage, and follow up on Slamnet vendor cases.

• Ensure tickets include enough information and evidence for investigation.

• Track applicable SLAs, organize incident review meetings when needed, and keep stakeholders informed.

• Validate and document solutions implemented by specialized teams or vendors.

10.6 Change Management and Application Validation

• Review planned fixes, upgrades, enhancements, and related functional requirements.

• Document and coordinate change requests in accordance with UPS procedures.

• Support functional, integration, and regression validation where applicable; record defects and test evidence.

• Coordinate validation with development, QA, vendors, and business stakeholders.

• Provide recommendations on release readiness and assist with post-deployment checks within assigned working hours.

Formal change approvals, production deployment authorization, and release decisions remain with the designated authorized

roles under UPS change management policies.

UPS | IT MEXICO | BROKERAGE APPLICATION SUPPORT

UPS Confidential • Brokerage Applications Support Specialist • October 2026

10.7 Monitoring and Operational Continuity

• Identify risks and recurring patterns affecting production application availability.

• Escalate critical incidents that may threaten service or regulatory compliance.

• Support documented contingency and recovery procedures within the defined service window.

• Recommend technical, functional, and operational improvements; maintain documentation.

• Produce operational performance metrics and service reports.

10.8 Coverage and Availability Responsibilities

• Follow assigned staggered schedules and coordinate operational handovers.

• Maintain timely professional communication with users, vendors, and support teams.

• Follow UPS policies, procedures, and standards.

• Document incidents, service requests, changes, and completed activities.

• Participate in continuous service improvement.

No weekend, public holiday, overnight, standby, or on-call coverage is included in the standard service arrangement.

10.9 Expected Deliverables

• Complete incident and service request tickets with supporting evidence.

• Vendor escalations documented sufficiently for analysis.

• Periodic incident status and operational performance reports.

• Relevant test cases, validation results, and change-support evidence.

• Up-to-date knowledge base and troubleshooting documentation.

• Operational handover records where applicable.

10.10 Key Performance Indicators (KPIs)

• Average response and resolution times.

• First-contact resolution rate; compliance with applicable service levels.

• Reopened incident count; quality and completeness of documentation.

• User satisfaction and timeliness of escalation/follow-up.

• Knowledge base maintenance and quality of application validation, where applicable.

SLAs and performance metrics will be measured against the agreed operating coverage window and applicable service

agreements.

10.11 Leave Planning and Resource Availability

• Planned leave and absences must be coordinated in advance with the designated UPS manager.

• Both specialists must coordinate their l