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Support Analyst

Support Analyst

Right Move Staffing Solutions Private LimitedPune
28 days ago
Job description

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.

    • ref : hirist.tech)