BY WMS Support Analyst

Anushree Sharma a 2 here

Req ID- 173258

BY WMS Support Analyst - lead

Key Responsibilities

Key Responsibilities

• Provide Tier 2 and Tier 3 production support for Blue Yonder (BY) SaaS solutions and integrations.
• Perform advanced incident triage, root cause analysis, troubleshooting, and resolution of application, integration, performance, and data-related issues.
• Investigate issues at code, database, and configuration levels; collaborate with product engineering and cross-functional teams for resolution.
• Monitor and support integrations between BY applications and enterprise systems, ensuring seamless data flow and operational continuity.
• Lead critical incident calls, coordinate with vendors and stakeholders, and provide timely status updates.
• Document incidents, findings, resolutions, and knowledge articles to support continuous improvement.
• Support business-critical operations in a fast-paced production environment and participate in off-hours support as required.

Skill Requirements

Minimum 8+ years of hands-on experience with Blue Yonder (BY) solutions in a SaaS environment.
Expertise in technical configuration/Support of BY WMS product, Solution Integration, PLSQL, MOCA
Strong understanding of enterprise application integrations, APIs, data flows, and troubleshooting methodologies.
Proven experience in Tier 2/Tier 3 support, incident management, and root cause analysis.
Ability to independently handle complex production incidents and escalations.
Excellent verbal and written communication skills with experience engaging technical and business stakeholders.
Strong customer focus, multitasking ability, and adaptability in a high-pressure support environment.

Princy Bijoy

Req ID

169227

We are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our dynamic team. In this role, you will be the first point of contact for IT support, troubleshooting a variety of technical issues and logging them in ServiceNow. Your expertise in troubleshooting, exceptional communication skills, and dedication to delivering outstanding customer service will be vital in supporting our global workforce.

Key Responsibilities

Key Responsibilities: • Provide prompt first-line support for hardware, software, network, and application issues. • Log, track, and manage incidents and service requests using the ServiceNow ticketing system. • Accurately document issues, actions taken, and solutions provided. • Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed. • Communicate effectively in English, ensuring clarity and empathy in all interactions. • Collaborate with team members to maintain and improve knowledge base documentation. • Follow ITIL best practices and adhere to organizational security and compliance standards. • Contribute to continuous service improvement initiatives.

Skill Requirements

Required Skills & Qualifications: • Proficiency in English (verbal and written). • 13 years of experience in IT service desk or technical support roles. • Proficiency with ServiceNow ticketing system (or similar ITSM tool). • Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity. • Excellent communication and customer service skills. • Ability to thrive in a 24/7 environment with rotating shifts, including nights and weekends. • Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

Other Requirements

Good Communication Skills