Job Description

Scope:
Core responsibilities to include Enterprise Supply Planning (ESP) support for SaaS accounts hosted in cloud native (we use Azure)

The team currently comprises of 300+ global associates across North America, Europe, India / LATAM (COE) and APAC and is expected to grow rapidly.

What you'll do:
Work with cross functional teams including Product Development, Consulting and Cloud services.

Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

This position may require 24x7/Weekend coverage and response to systems alerts during 'on-call' periods.

Provides advice to customers regarding industry best practices and process methodology.

Understands how BY solutions (Enterprise Supply Planning, Sales &Operations Planning, Demand, Fulfillment, Order Promiser, Inventory Optimizer) can be configured to better facilitate client business processes

What we are looking for:
Bachelor's degree and 4 to 6 years of experience in Supply Chain Product Support, knowledge in BY Planning product will be added advantage

Requires a bachelor's degree and 2 - 4 years of experience in Supply Chain

Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders

Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required

Builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc

Basic understanding of Customer business and processes

Candidates have relevant experience on BY SCPO and Manufacturing Planning suite of products

Intermediate in MS Excel

Good Knowledge of PL/SQL

Good to Have Next Gen Skills:

Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java)

Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)

This position is required to:
provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach

Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service

passionately collaborates and engages within and beyond his/her team with empathy

builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

consistently demonstrates customer centricity and relentless attitude to innovate through team-work

add value by developing knowledge article as well as working on operational improvements

a) Excellent customer experience and solution support to BY Customers with innovative approach
Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.

Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.

Actively engages in application health monitoring using M&D tools

Attends case quality training and ensures adherence to SLA/SLO and quality practices

Identifies and implements opportunities for early detection and resolution of incidents

Proactively seeks guidance, strives and commits to improve service quality

Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration
Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication

Collaborates relentlessly, passionately and respectfully with various BY teams and partners

Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.

Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration
Technical:

Demonstrates moderate expertise as required to support concerned solution, for e.g.,

DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.

Code debugging in relevant programming languages

Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

Troubleshooting Mobile application issues

Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

to monitor application health and investigate application issues.

to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

Product and Domain:

Develops moderate knowledge of product features and functionalities

Possesses basic knowledge of relevant industry domain and business processes of the customers

Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution

Understands SAAS consumption, adoption and business value KPIs related to respective solution

Behavioral:

Exhibits service mindset by consistently displaying customer centricity and ownership

Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

Pro-actively identifies learning opportunities and career path

Value Addition and Continuous Improvement

Consistent Top Contributor to Knowledge Centered Support (KCS) by:

creating high quality articles independently and help others increase usage/creation

leveraging existing articles to provide faster resolution to solution issues

Identifies opportunities for operational improvements (ex: automation, process improvements etc.)

Improves process to enable continuous improvement.

Make manual procedures lean or automate them to improve operational efficiency

Implementing new methodologies to increase process efficiencies and ROI
Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here: Core Values
Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.