Duty Technical Support Analyst & Consultant
ModernLogic Solutions Ltd
ModernLogic have an established reputation for in-depth expertise within the supply chain utilising Blue Yonder and in house products. Offering businesses a brand that prides itself in delivering outstanding quality with a diverse team of consultants and a range of bespoke services, ModernLogic enables businesses to focus on what they do best in delivering logistic services across their network, as well as driving efficiencies, growth, and on-time services month after month.
Role Overview
We are recruiting for an enthusiastic, dedicated Duty Technical Support Analyst & Consultant to join our growing Duty Management team. The successful candidate will have strong functional and operational experience, coupled with a strong technical understanding of the product and surrounding infrastructure. You would bring experience of working in a support or consulting role. Most importantly you will have a passion for problem solving and commitment to delivering excellent service to our customers.
Main Responsibilities
- Interact with customers to understand and respond to functional and technical issues
- Carry out root cause analysis for technical and functional issues
- Diagnose performance, data, configuration, or software issues using the full application toolkit
- Carry out advanced troubleshooting for the Duty Management product(s)
- Work with Consultants and other subject matter experts to provide robust solutions and clear explanations in response to customer Incidents, Service Requests and Problem cases
- Use the Jira case handling system to log progress, update customers and record resolutions of Support issues within published SLAs
- Triage new support cases to establish priority and type (Incident, Service Request, Change) and respond accordingly
- Support customers during testing activities
- Create supporting documentation or Knowledge base articles for common service requests
- Participate in case list review meetings with customers and key stakeholders
- Work with all relevant parties to capture and fully document customer requirements, providing gap analysis and making recommendations as appropriate
- Functional and technical consultancy, including but not limited to:
- Server migrations
- Implementation of new environments/systems
- Upgrades and patch deployments
- Configuration changes
- Report changes
- Datafixes / data updates
- UAT, hypercare and go live support
- Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
Qualifications, skills and experience required
Essential
- Strong problem-solving skills
- Strong root cause analysis skills
- Strong functional and operational background in Warehousing, e-commerce and/or Customs and Excise
- Strong knowledge of Progress and Shell scripting.
- Experience of at least one full project implementation cycle
- Can lead customer-facing sessions with confidence and ensure issues and priorities are fully understood
- Strong analytical skills, and ability to make sense of complex and logical problems quickly
- Tenacity and ability to work independently
- Configuration skills including task scheduling and monitoring, Windows and Linux scripting, environment creation and management
Desirable
- Previous experience in a support setting, ideally on a WMS or DMS
- Technical knowledge of related technologies, e.g. Progress OpenEdge including Progress DBA activities, Unix or Linux and Windows environments, Oracle
- AWS (or other) Cloud experience
- .NET Development
- Experience of Service pack and Patch deployment
- Familiarity with AWS hosted solutions
Personal Profile
- Self-motivated and used to working on own initiative
- Confident and clear written and oral communication skills in English, with an ability to interact at all levels of the business
- Ability to articulating complex principles and approaches in an easily digestible format
- Works methodically with attention to detail
- Enthusiasm to learn new tools and contribute to continuous process improvement
- Personal flexibility to work hours as required
- Practical approach by using rigorous logic and methods to solve problems with effective solutions
Position: Senior Duty Technical Support Analyst & Consultant
Department: Duty
Level: 3 / 4
Location: Home based (UK only)
Date issued: 20/05/2026
Travel: Occasional site visits
This job description may be changed from time to time to reflect changing business requirements and the job holder may be required to undertake other tasks other than those that are listed that fall reasonably within the scope of the role and grade.
To apply
Please email your CV to: careers@modernlogic.com
