Senior WMS Functional Consultant

 

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 priorities as necessary to meet Service Level Agreements

·         Follow SLA communication and escalation procedures

 

Analyse and Resolve :

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

·         Analyse 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 :

·         Based in SGTC, travel to Stryker Europe sites required

 

Competencies :

Ø  Highly developed analysis and problem solving skills

Ø  Positive customer facing attitude and good interpersonal skills

Ø  Good English oral and written communication skills

Ø  Intercultural awareness

Ø  Good understanding of business processes and flows

Ø  Good application and systems understanding

Ø  Capacity to quickly assimilate Stryker’s WMS solution elements

Ø  Ability to work independently and in a team environment

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

Ø  Flexibility and dedication in acquiring new responsibilities and skills

 

Education :

ü  B.Sc. Degree in IT

ü  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, and Forms etc. would also be an advantage.