Service Assurance Rail Support - Pittsburg, KS

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Keep the world's supply chain moving. That's what the Watco team does every day at our short line railroads, switching sites, terminals, ports, and logistics hubs. Whether you're at one of these locations or in a support-services role, there's one thread that ties everyone together. We're all on the same team. One Watco.Here's what you can expect from Watco:

• Outstanding culture recognized by Forbes and Newsweek• Competitive compensation and benefits• Leadership and development programs offered through Watco University• Career advancement opportunities

Job Summary

The Service Assurance Rail Support role is responsible for ensuring the reliability, availability, and performance of software systems that support critical railroad operations. This position provides operational and technical support for applications related to railroad operations, revenue capture, railcar repair, and dispatching. The role acts as a key liaison between business users, IT teams, and vendors to maintain uninterrupted rail service and accurate operational and financial outcomes.

Essential Duties and Responsibilities

• Provide day-to-day support for software applications used in railroad operations, including dispatching, revenue capture, and railcar repair systems.• Monitor system performance, availability, and data integrity to ensure operational continuity and service-level compliance.• Respond to incidents, service disruptions, and user-reported issues; perform root cause analysis and coordinate resolution.• Support revenue capture processes by identifying, troubleshooting, and resolving system issues that may impact billing accuracy or financial reporting.• Assist rail operations teams by supporting dispatching and operational workflows within supported systems.• Collaborate with IT, vendors, and business stakeholders on system enhancements, patches, upgrades, and releases.• Document incidents, resolutions, procedures, and system configurations to support knowledge sharing and continuous improvement.• Participate in change management activities, including testing, validation, and post-implementation support.• Provide user support, training, and guidance on system functionality and best practices.• Ensure compliance with operational, safety, and data governance standards relevant to railroad operations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and be able to pass and/or obtain all reporting, testing, and certifications as required for this position and location. The requirements listed below are representative of the knowledge, skill, and/or ability required.• Experience supporting enterprise software applications in an operations-focused environment.• Familiarity with railroad operations, dispatching systems, railcar repair workflows, or revenue capture/billing systems is strongly preferred.• Strong troubleshooting and analytical skills with the ability to diagnose complex system and process issues.• Experience with SQL, JSON, Powershell, Microsoft Azure landscape, etc. preferred.• Experience working in a service assurance, application support, or production support role.• Excellent communication skills, with the ability to work effectively with technical and non-technical stakeholders.• Ability to prioritize and manage multiple issues in a fast-paced, 24/7 operational environment (on-call support may be required).• Experience with transportation or logistics systems.• Experience with incident, problem, and change management tools.• Understanding of data flows between operational and financial systems.

Education

High School or GED equivalent