Support Analyst

Exp : 4years 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)

Location: pune, IN

Posted Date: 2/14/2025