Senior Support Analyst Dispatcher Support Team

ModernLogic

ModernLogic have an established reputation for in-depth expertise within the supply chain utilising Blue Yonder 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 Senior Support Analyst to join our growing Blueyonder Dispatcher WMS Support team. The successful candidate will have strong functional and operational experience of the product. You may be an experienced super user/system administrator or already working in a support, testing 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 issues
Diagnose data, configuration or software issues using your knowledge and experience or available information resources
Work with Consultants and other subject matter experts to provide robust solutions and clear explanations in response to customer Incident 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, Problem, Change) and respond accordingly
Support customers during testing activities
Create supporting documentation or Knowledge base articles for common service requests
Share experience and new knowledge with the team. Play a key role in upskilling new team

members
Adhere to customer CAB procedures for deployment of resolutions/changes
Prepare and lead case list review meetings with customers and key stakeholders
Complete standard patching to customer instances

Qualifications, skills and experience required

Essential

Strong functional and operational background in Blueyonder Dispatcher WMS (including understanding/experience of complex configuration)
Experience of at least one full WMS 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
Effective problem solver with tenacity and ability to work independently
Working knowledge of SQL and Linux commands required for system administration and housekeeping tasks

Desirable

Working knowledge of PL/SQL and Shell scripting
Technical knowledge of related technologies, eg Oracle, Unix, C & Java
Knowledge /experience of CUPs /iReports/Cloud Computing

Personal Profile

Used to working to own initiative
Confident and clear written and oral communication skills in English
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
A strong team player, able to work collaboratively, share knowledge and positively contribute to the success of the team

Overview

Position: Senior Support Analyst

Department: Support

Level: TBC

Location: Home based

Reports to: Dispatcher Support Manager

Date issued: 17/10/2024

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