Operations Analyst

About the role

We are seeking an Operations Analyst to join our logistics team in Colombo. The role focuses on understanding, mapping and analysing freight forwarding and logistics processes, supporting the CargoWise system and driving process improvements across the organisation.

Key responsibilities

• Understand, map and analyse freight forwarding and logistics operational processes.
• Gather, document and clarify business requirements from end users and stakeholders.
• Investigate system issues, identify root causes and propose corrective actions.
• Prepare test scenarios, execute UAT, document defects and validate solutions.
• Prepare clear business, functional and bug specification documents for development teams.
• Analyse operational data using Microsoft Excel and identify trends and exceptions.
• Support business applications such as CargoWise, including configuration validation and user support.
• Identify process improvement opportunities and support workflow, automation and digital transformation initiatives.
• Communicate effectively with global users, management and technical teams.
• Manage multiple incidents, enhancement requests and project tasks while meeting agreed SLAs and deadlines.

Required profile

• Bachelor's degree in Logistics, Supply Chain Management, Information Technology, Management Information Systems, Business Analytics or a related field.
• Strong analytical and problem‑solving skills with the ability to identify root causes and recommend practical improvements.
• Basic understanding of freight forwarding, customs, transportation, warehousing or logistics business processes.
• Experience supporting ERP, TMS, WMS or CargoWise (advantage).
• Ability to gather and document business requirements, incidents, enhancement requests and functional specifications.
• Experience participating in UAT, functional testing, business requirement validation and defect documentation.
• Effective written and verbal communication skills for working with global users, stakeholders and technical teams.
• Demonstrated interest in process improvement, workflow enhancements, automation and digital transformation.
• Ability to manage multiple support tickets, work under deadlines and maintain a high level of customer service.

Required skills

• Advanced Microsoft Excel.
• CargoWise One (preferred).
• Basic Power BI knowledge (preferred).
• Visio for process mapping (preferred).
• SharePoint (preferred).