Scope
•Core responsibilities to support the global customers using Dispatcher Warehouse Management System (WMS) application.
•Gaining knowledge to become a techno-functional expert in WMS product.
•Taking ownership of customer issues and resolve them by analysing the logs and source code.
•Raising requests with PD team to fix existing application issues.
•Having effective customer communication
Technical Environment
•Backend: Oracle DB
•Software: Pro*C, PL/SQL
•Frontend: Java, Spring Boot, React JS
•Scripting & Development: JavaScript, Unix Shell Scripting
•Integrations: REST API, SOAP API, Flat file Integration
•IM / PM / CM: ServiceNow Platform, JIRA
What you'll do
•Provide application support to global customers on WMS product with end-to-end ownership, proactive and innovative approach.
•Driving resolution of customer issues mostly of high complexity and criticality including non-functional / performance related issues.
•Provides direction and inputs for Root Cause analysis and proposes prevention ideas.
•Demonstrates high technical expertise as required to support concerned solution, for e.g.,
•DBMS (ex: SQL, Oracle) for application support; reviewing and improving queries execution etc.
•Code debugging
•Troubleshooting application issues
•Product and Domain:
•Develop good knowledge of product features and functionalities
•Possess good knowledge of relevant industry domain and business processes of the customers
•Demonstrates good capability to have interactions related to business process impact and work-arounds with customers during issue resolution
•Proactively gains knowledge of new features and functionalities in future releases
•Guides/assists team members to resolve medium complexity issues.
•Collaborates with TAM and supports consumption/adoption improvement plans.
•Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness.
•Communicates (verbal and written) effectively with customers and Blue Yonder stakeholders, pro-actively guides team members to communicate and influence customer positively.
•Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners, provides guidance on collaboration challenges.
•Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
What we are looking for
•Bachelor's degree in computer science, IT, or related field.
•2-5 years of experience in Application Support domain.
•Knowledge on any Warehouse Management System application (preferably Dispatcher WMS) or Supply Chain domain
•Strong analysis skill in PL/SQL or Pro*C
•Demonstrable experience in analysing code and supporting of enterprise applications
•RDBMS concepts, SQLs
•Good to have Java, Unix Shell Scripting knowledge.
