The support analyst’s role is to identify, prioritize and resolve technical issues related to customer system issues pertaining to their Warehouse Management System (WMS). This includes the responsibility of managing customer expectations and understanding both the operational and technical (database, code, interface, etc.) components of the issue so that appropriate service levels can be maintained and resolution can be achieved. This position may require rotational on-call support and backup assistance for 24/7 coverage.
Strategy & Planning
Analyze and assess existing business systems and procedures for potential sources of issues.
Collaborate with developers, programmers, and designers in identifying the core source of systems issues as well as for the appropriate solution possibilities.
Assist in defining issue resolution estimates, including scoping, scheduling, and implementation.
Research, identify, analyze, and fulfill requirements of all internal and external program users.
Acquisition & Deployment
Liaise with customers to identify source of issue.
Conduct research on issues as they relate to software products, languages, databases, and system data to identify and resolve system issues.
Recommend, schedule, and perform software improvements and upgrades.
Design and enforce request handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Liaise with network administrators, systems analysts, and software engineers to assist in resolving problems with software products or company software systems.
Design, run and monitor software performance tests on new and existing programs for the purposes of correcting errors, isolating areas for improvement, and general debugging.
Administer critical analysis of test results and deliver solutions to problem areas.
Monitor and test fixes to ensure problems have been adequately resolved for reported issues.
Track and analyze trends in Help Desk requests and generate statistical reports.
Formal Education & Certification
BS/BA, Computer Science or equivalent degree
Intermediate to Advanced experience in databases (SQL/Oracle), queries and stored procedures
Knowledge & Experience
Proficiency in a variety of programming languages, including Oracle, PL/SQL.
Excellent understanding of Warehouse Management System and operational best practices.
Extensive relational database and operating systems experience with Oracle PL/SQL, and SQL Server.
Thorough understanding of platforms such as Unix, Linux, Microsoft Windows, and .NET.
Understanding of the hardware components of a warehouse management system (servers, RF, printers, etc.).
Prior experience working with customers on resolving business critical issues.
Hands-on experience implementing or recommending solutions and the appropriate practices on how to test and deploy the solutions.
Knowledge of applicable data privacy practices and laws.
Telecommuting is allowed.
DMLogic is a systems and technologies solutions provider for the supply chain industry. We provide technical and operational expertise to our customers by allowing them to get the most from their warehouse management system (WMS) and supply chain software. We service well-recognized customers in industries such as third party logistics, pharmaceutical & healthcare, publishing, and retail as well as other software companies. It is our vision to become the recognized leader in distribution and warehousing technologies.