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Support Analyst
4 weeks ago
Exp : 4+years
Location : Pune.
Working Hours : Should be open to Rotational Shift. Never in Night Shifts.
Job Description :
- Experience of at least 2-3 years at L1 and L2 levels in support of any ERP like SAP or Oracle Apps preferably in the SCM, Logistics, and Warehouse management domain areas.
- Should demonstrate a strong understanding of the Functional, Process, and Data flow for the supported systems.
- Should have experience in developing documentation from the systems and functional perspective.
- Experience in Data collation and root cause analysis of the support issues faced.
- Should be skilled in the usage of support tools like SQL Developer, Putty.
- Strong verbal and written English communication skills.
- The position will often require learning new business processes and systems.
- Strong Analytical skillsets.
- Good grasp and experience in writing SQL Queries in support activities.
Desired Skills :
- Understanding of the warehouse management domain.
- Experience in established WMS products like Red Prairie, Manhattan, SAP EWM.
- Manual test planning and execution experience.
Role & Responsibilities :
- Primarily responsible for providing L1, L2, and L3 software and hardware support for logistics systems which include Warehouse Management, Transportation Management and Labor Management systems.
- Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities.
- Understand team and department service level agreements and follow team guidelines and procedures to manage open issues efficiently to help ensure these service levels are achieved.
- Provide technical advice, guidance, and informal training to users on hardware and applications.
- Document reported issues in the system support log.
- Investigate re-occurring issues and develop solutions.
- The role is for a solution provider.
- The candidate should be a problem solver and able to communicate verbally and or in writing the details of the problem and the proposed solution.
- Escalate higher-tier problems to appropriate team members or managers.
- Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database before escalation.
- Utilize knowledge database and call tracking database to enhance the quality and consistency of problem resolutions.
- Create and publish knowledge-based articles to assist others in the diagnosis and resolution of specific issues.
- Consider business processes and system interaction when creating this documentation.
- Determine the proper delivery method for this communication: e. formal training, distribution of soft copy documents, etc.
- Work with I/S training staff as necessary to ensure departmental consistency.
- As per the Support Roster should be ready to work on all weekdays - though the number of total working hrs. in a week will be limited to 45 hrs.
