Full Job DescriptionCompany Description
About Toll Group
At Toll, we do more than just logistics – we move the businesses that move the world. Our 20,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 25 countries, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com
We have an exciting new opportunity for a Customer Support Lead to join our experts team.
PRIMARY RESPONSIBILITIES AND DECISIONS/ LEVEL OF AUTHORITY
Analyse P1/P2/P3/P4 incidents and resolve within SLA framework. Closely work along with Support Analysts, Support partner to distribute the work in optimal manner to meet customer requirements
Act as liaison between business application users and WMS Support department regarding incidents, change requests (CR) and service requests , performing root cause analysis of Problem Management tickets and implement a permanent fix and , conduct technical analysis and create comprehensive technical specifications for CRs
Prepare appropriate documentation to communicate and validate the information related to Support issues, closely work with Analysts, Head of Support and assist in all activities for providing JDA WMS Support and help in creation of status reports. Analyse technical system issues with Moca, Pl/sql, Unix skills, and analyse technical integration issues using WebMethods industry tools
Provide subject matter expertise to technical users and assist in defect resolution within JDA technical architecture, understands how the JDA solutions within area of focus can be configured and delivered to better facilitate customer business processes, ensuring ability to design, execute, and deliver
Provide primary user support and verifies that the system provides the required business Non-functional requirements and maintains system uptime and performance, ability to prepare and deliver presentations for user and management related to Support issues, create Knowledge documentation for Support team and create cheat sheets for business users to reduce tickets and develop and maintain knowledge artefacts for JDA WMS ecosystem, including but not limited to:
Analysis, Design and Build of all JDA AWS instances to match customer requirements, ensuring connection to Toll’s Middleware platforms and Customer platforms are in line with the latest technology frameworks. Create technical installation/config documents, and test scripts where applicable using Industry tools. Development/Support of WMS Jasper Reports and customer specific freight labels using Nice Labels software. Development/Support of WMS Dashboards using Page Builder and Independently manage business/IT stakeholders during the Support.
Total 11+ years of WMS Support experience with 4+ years of hands on experience as Support Lead in JDA Discrete (version 2018 onwards preferred)/JDA Dispatcher, with sound understanding of Warehouse business process and operations (including RF gun operations, Label printing, Serial number, etc.) and WCS systems
Should have been part of minimum two (2) JDA Discrete/JDA dispatcher Support Programs solving different type of P1/P2/P3/P4 incidents (experience with 3rd Party Logistics Providers, multi vertical advantageous E.g. Retail, FMCG, Telecoms preferred). 4+ years of experience creating technical design documents, training documents, test cases and deployment plans for Change Requests/Enhancements
Should have worked on multiple complex Change Requests in WMS Support programs, well conversant with different Service Requests in WMS Support programs, proficient in JDA Discrete/Dispatcher WMS architecture.
Should be aware of data dictionary of JDA Discrete, be aware of configuring – Inventory Management, Integration, Clustering, Putaway/Allocation rules, RDT/MTF, Locations, SKU configuration, Merge rules, Purging, iReports/Jasper reports and Label design etc
Proficient in writing PL/SQL queries for analysis, good Knowledge in Moca commands, Unix, Shell scripting, OS commands, directory structure, Files, Permissions, File editors etc. good knowledge in Middleware technology (Preferably WebMethods).
With a bold vision and innovative drive, join our 44,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great – it’s what makes our possibilities endless.
Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities.
To find out more about us visit www.tollgroup.com/careers
To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.
Four-year Bachelor of Science degree in Engineering, Computer Science, or a BS/BA in Management Information Systems/Science
Non-degreed candidates with an appropriate combination of education and experience may be considered
ITIL Certification (advantageous)
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