Experience - 5 plus years
We are hiring an O9 Solutions Engineer to support and evolve the O9 platform for one of the largest retailers in the United States. O9 is the system of record for demand forecasting, supply planning, and allocation decisions across our brands, regions, and channels. This role owns the day-to-day health of the platform — triaging and resolving incidents, maintaining data integrity between O9 and upstream/downstream systems such as Oracle EBS, and partnering with Demand Planning, Supply Planning, and Merchandising teams to keep the platform reliable, accurate, and easy to use across a global user base (US, UK, EMEA, and APAC).
Responsibilities
- Serve as a primary point of support for O9 Supply Planning and Demand Planning modules, triaging incidents end-to-end from intake through root-cause and resolution.
- Investigate and resolve data integrity issues between O9 and connected systems (Oracle EBS, RMA/returns feeds, buy-plan and sourcing extracts), including mismatched quantities, missing style-colors, and forecast data not flowing between planning modules.
- Diagnose and fix planning logic issues — unmet demand, incorrect season codes, planned orders not grouping correctly, buy dates shifting unexpectedly, and similar planning-engine anomalies.
- Manage user access and provisioning (new hires, role changes, regional access, ownership transfers) and drive toward self-service or bulk-provisioning workflows to reduce manual ticket volume.
- Own incident and backlog hygiene: track SLAs, prioritize aging tickets, and ensure nothing sits unresolved for months without visibility to stakeholders.
- Partner with Demand Planning, Supply Planning, and regional business teams (US, UK, China, Japan) to translate business-reported issues into technical root causes.
- Build and maintain runbooks, root-cause documentation, and knowledge base articles so common issues can be resolved consistently — not just by institutional memory.
- Support configuration changes, workflow updates, and enhancements within O9 as the retailer's planning processes evolve (new brands, new seasons, new regions).
- Participate in O9 platform upgrades, testing cycles, and post-implementation review (PIR) processes for major changes.
- Escalate to and collaborate with O9 Solutions' vendor support team on platform-level defects that require vendor engineering involvement.
- Skillset
- 5+ years of hands-on experience supporting or implementing O9.
- Solid understanding of retail supply chain planning concepts: demand forecasting, supply/buy planning, allocation, assortment, and season/style-color management.
- Experience integrating planning systems with ERP platforms, ideally Oracle EBS, including familiarity with common data reconciliation issues between planning and execution systems.
- Strong troubleshooting skills — comfortable reading data flows end-to-end to isolate whether an issue originates in source data, integration, or planning logic.
- Experience with incident management tools (ServiceNow or similar) and a track record of managing ticket queues, SLAs, and prioritization in a production support environment.
- Working knowledge of SQL for data investigation and validation.
- Excellent written communication skills — you'll be documenting root causes and explaining technical issues to non-technical business stakeholders across time zones.
- Comfortable working with global, cross-regional teams (US, EMEA, APAC) and adjusting communication style accordingly.
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