Production Support and Root Cause Resolution
- Provide end to end support—from issue intake through resolution and closure—for business-critical applications including e SPS, Intellimas, FlexPLM, Tradelink One, Infor Nexus and other systems as assigned.
- Troubleshoot, diagnose, and resolve complex application and environmental issues to minimize business disruption.
- Implement and maintain production support processes across Supply Chain business units to ensure consistency, efficiency, and adherence to best practices.
- Manage and prioritize the incident queue assigned to IT Supply Chain Systems Support, following direction from the IT Supply Chain Systems Manager.
- Identify root causes of recurring issues and lead the design and implementation of sustainable solutions.
- Provide development and implementation support for projects as time permits.
- Execute system testing to support business initiatives, ensuring changes meet functional and technical requirements.
- Document support issues, resolutions, and standard operating procedures, creating clear step‑by‑step instructions to enhance team knowledge and streamline future support activities.
- Provide guidance and training to junior level team members and external contractors as needed.
- Execute Data Analysis as needed.
- Undertake ad-hoc projects as assigned.
• Oversee and coordinate ticket triage and resolution•
- 2.5 to 3.5 years of IT technical experience.
- Excellent computer skills including MS Excel.
- Experience in the using of SQL and running data analysis
- Preferred some programming experience
- Exemplary communication skills (written, presentation, meeting management, documentation).
- Excellent interpersonal skills.
PRIOR WORK EXPERIENCE AND EDUCATIONAL REQUIREMENTS
- College degree in Computer Science, Information Systems or equivalent experience.
