Senior WMS Functional Support

For one of the leading IT Company into Medical implants & equipments business

Exp: 5 - 11 yrs

Functional/Tech: 70%/30%

Key Activities & Accountabilities

The main activities of the Senior WMS Support Analyst will be to monitor calls, analyze and resolve problems and test and implement solutions including communication with a wide number of customers, partners and suppliers as follows:

Monitor

·         Monitor Interfaces and troubleshoot issues

·         Monitor calls in queue and progress and prioritize as necessary to meet Service Level Agreements

·         Follow SLA communication and escalation procedures

Analyze and Resolve

·         Liaise with other Support team members, Deployment team members and/or Super-users, if required, to ensure accurate problem definition

·         Analyze and evaluate problem types such as functional, technical, enhancement, configuration, RICE, Oracle bug or data issue.

·         Reassign calls if required and provide the initial analysis to the receiving group.

·         Use Metalink to investigate issues and review bugs and patches as required.

·         Provide functional input on proposed setup changes.

·         Create SR’s as required for Oracle Bugs within the modules being covered and monitor the SR’s and provide updates as required.

Test and Implement

·         Test solutions in relevant test environments prior to the user testing.

·         Explain solutions to Deployment, Support and/or Super-users and provide a test script which they can use to validate and confirm changes.

·         Create Configuration change requests as required

Communicate

·         Liaise with Deployment, Support, Super-users, other functional and technical teams and external vendors (Oracle) throughout the process from problem definition to resolution and implementation in Production.

·         Manage interactions, record progress and document detailed resolution details in the Support-Works system.

Travel requirements

·         Travel to Europe sites as per the requirement

Competencies

·         Highly developed analysis and problem solving skills

·         Positive customer facing attitude and good interpersonal skills

·         Good English oral and written communication skills

·         Intercultural awareness

·         Good understanding of business processes and flows

·         Good application and systems understanding

·         Capacity to quickly assimilate the organization’s WMS solution elements

·         Ability to work independently and in a team environment

·         Proficiency in handling a high volume of work with conflicting demands

·         Flexibility and dedication in acquiring new responsibilities and skills

Education

·         B.Sc. Degree in IT

Languages: English essential, others are a plus.

Experience

·         At least 5 years experience with Oracle implementing and supporting WMS and SCM modules.

·         Previous experience working with Oracle on a off-shore support environment

·         Knowledge of other SCM Oracle Apps modules will be a plus.

·         Good understanding of the Oracle database table structure and SQL query tool like TOAD

·         Knowledge and experience on Support-Works would be an advantage

·         Additional technical skills such as PL/SQL Developer, Reports, Forms etc. would also be an advantage.