L2 Application Support Analyst

Role & responsibilities

Job Description: IT Supply Chain Support Associate OMS / GWR

Job Summary:

The IT Supply Chain Support Associate provides Level 2 operational and technical support for OMS and GWR/MDM applications supporting order management, master data, inventory, logistics, and order fulfillment processes.

Key Responsibilities:

• Provide Level 2 support for OMS and GWR/MDM applications.
• Investigate, troubleshoot, and resolve application issues.
• Support order management and order fulfillment business processes.
• Troubleshoot issues impacting supply chain operations.
• Monitor application performance and proactively identify potential disruptions.
• Coordinate with internal IT teams, developers, vendors, Business Analysts, Functional Leads, and business stakeholders.
• Perform root-cause analysis and document incidents and resolutions within ITSM platforms.
• Support master data-related application issues where applicable.
• Follow ITIL-based incident, problem, change, and release management processes.
• Maintain accurate application and support documentation.
• Support global users across multiple countries and time zones.
• Participate in cross-functional projects and continuous improvement initiatives.

Qualifications:

• Experience in OMS / GWR application support.
• Experience with Order Management / Supply Chain applications.
• Understanding of order fulfillment, inventory, warehousing, transportation, and logistics processes.
• Experience in IT/application/production support.
• Strong troubleshooting and analytical skills.
• Experience with ERP systems such as JDE, Oracle, or similar platforms.
• Strong communication and stakeholder-management skills.
• Experience working in shift-based/global support environments.

Technical Competencies:

• OMS
• GWR / MDM
• Order Management
• Master Data Management
• SQL / Database
• JavaScript
• Informix Database
• ERP – JDE / Oracle or similar
• ITSM / ITIL