Vendor Coordination
- Act as the primary point of contact with Ginesys, SupplyMint, Wrike, CASA, and any other software vendor used by NKLLP.
- Raise, track, and follow up on support tickets with each vendor until closure; maintain a live log of all open vendor tickets.
- Hold vendors accountable to their support SLAs; escalate internally when a vendor is non-responsive or delayed.
- Attend vendor calls/demos for new releases, patches, and feature updates, and assess relevance to NKLLP's workflows.
Bug Fixing & Issue Resolution
- Own the internal IT ticketing process (via Wrike) – acknowledge, triage, and classify every ticket raised by store, warehouse, or back-office staff.
- Reproduce and diagnose reported issues; resolve directly where the fix is within the Coordinator's own access/configuration rights (e.g. master data corrections, user access issues, report/view errors).
- Where the issue is a vendor-side software bug, log it with the vendor, track it to resolution, and test the fix before confirming closure to the requester.
- Maintain a bug/issue register capturing root cause, resolution, and recurrence, to identify patterns needing a permanent fix or process change.
Customisation & New Requirement Execution
- Gather detailed business requirements from the relevant department (Buying, Warehouse, Finance, Online, etc.) for any requested customisation or new workflow.
- Translate business requirements into a clear written specification (Business Requirement Document) that the software vendor's technical team can act on.
- Obtain sign-off from the department head / founder before submitting any customisation request to a vendor.
- Coordinate scoping, cost, and timeline discussions with the vendor; track development progress to agreed milestones.
- Conduct User Acceptance Testing (UAT) on any customisation, patch, or new module before it is released to live use.
- Plan and support roll-out of new systems or major customisations, including staff training and updated SOP/checklist documentation.
Documentation & Reporting
- Maintain an up-to-date log of all tickets, customisation requests, and their status, accessible to management.
- Provide a periodic (weekly/monthly) status report to management on open issues, vendor SLA performance, and customisation pipeline.
- Keep user access/role documentation current across Ginesys, SupplyMint, Wrike, and other systems.
- Update relevant SOPs and user checklists whenever a system change affects how staff use a platform.
Training & User Support
- Train store, warehouse, and back-office staff on correct system usage to reduce recurring user-error tickets.
- Prepare simple how-to guides / checklists for common tasks in Ginesys, SupplyMint, and Wrike.
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
