Planisware

Senior Consultant should have Planisware experience and will act as the single point of contact (SPOC) between Product Management and Business Users while leading hands-on L2 support, JavaScript-level troubleshooting, and system integration oversight.

Mandatory

• Hands-on experience configuring, maintaining, or supporting Planisware Enterprise/P66/OPX2 modules.
• 5+ Years of hands-on JavaScript coding/scripting experience for application logic, rule configurations, and support troubleshooting within Planisware or complex enterprise web platforms.
• 5+ Years of dedicated experience managing Incident, Problem, and Order Management workflows under strict SLA constraints.
• Demonstrated experience acting as the primary SPOC for Product Managers, Business Stakeholders, and L3/Development teams.

Secondary Skill Preferences

• 4+ Years of Oracle DB experience (query writing, schema structure analysis, backend data validation).
• 3+ Years of Apache Web Server experience (server configuration, log parsing, application server support).

Key Responsibilities

• Serve as the dedicated Single Point of Contact (SPOC) for Planisware Product Management, Business Owners, and key end-users.

• Bridge the gap between business requirement discussions and technical support operations.

• Facilitate regular operational alignment meetings, intake updates, and business feedback sessions.

• Lead end-to-end L2 support, taking direct ownership of incoming incidents, problem reports, and order management tickets.

• Perform initial triage, root-cause analysis (RCA), impact assessment, and technical resolution within defined SLA windows.

• Own end-to-end delivery responsibility for ticket lifecycles, ensuring seamless escalation to L3 technical or product teams when complex core updates are needed.

• Track support ticket queues, maintain strict SLA discipline, and lead cross-functional coordination with infrastructure, database, and application support groups.

• Debug, troubleshoot, and fix JavaScript code and rule scripts embedded within the Planisware application suite.

• Maintain a clear understanding of Planisware sub-module configurations and data flows connecting to upstream and downstream enterprise business applications.

• Perform system log analysis and database queries (Oracle/Apache environments) to diagnose complex interface and application errors.

• Document recurring incidents, operational workarounds, and step-by-step troubleshooting procedures.

• Author and update internal Knowledge Base (KB) articles to increase first-contact resolution rates across the support organization.

• Identify trend patterns in problem management to reduce ticket volume through process or configuration enhancements.