Digital System Support Engineer

Job Title: Digital System Support Engineer

Location: Remote

Job Type: Contract

Job Description:

Defines the purpose of the position as well as the main duties and responsibilities. This should be the main part of the job description and fully describe the objectives of the role.

% OF TIME

ESSENTIAL JOB FUNCTIONS: List in order of importance, the 5 essential job functions and estimate the percentage of time spent on each. Total must equal 100%.

50%

Provide timely ticket support for supply chain systems, ensuring compliance with SLAs.

Efficiently manage and escalate critical issues, ensuring urgent tickets are promptly addressed. Perform thorough root cause analysis and maintain clear communication until issues are resolved.

25%

Collaborate with agile teams to identify and implement system enhancements and improvements. Partner with the product owner to address system issues, reflect user feedback, and support the rollout of new functionalities.

15%

Deliver training and create user guides to ensure business users are well-equipped to use the systems effectively. Follow up on product releases and coordinate UAT to ensure new features and enhancements meet business requirements.

10%

Monitor system performance and user activities on system proactively to identify potential issues and address them before they escalate.

QUALIFICATIONS: Required qualifications needed to successfully perform the duties and responsibilities of this position.

Education/Certifications:

Bachelor’s degree in computer science, Information Technology, Supply Chain Management, or related field. Advanced degrees or certifications in these areas would be a plus.

Work Experience:

· 7 years or above experience as a Support or System Analyst.

· 10 years or above experience with Supply Chain functional areas across: Product Development, Order Management, Inventory Management.

Skills/Competencies:

· Proven expertise in integrating ERP and PLM systems with digital applications. Extensive experience with order management systems and product development tools.

Practical experience in SQL operations, particularly with Oracle or PostgreSQL databases. Technical knowledge of Oracle EBS, AWS and Java is a plus

· Proficiency in system troubleshooting and root cause analysis. Ability to communicate complex technical information in an easily understandable manner.