06/12 Kimaya
Manager at SilverPeople Recruitment Consulting

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Production Support Analyst - JDA (3-6 yrs)

Bangalore Job Code: 388174

- Primary contact for support related questions and escalations submitted via ticketing system

- Provide hands on production support for JDA Global Planning systems (Demand, Fulfillment and Supply)

- Maintain Production Support for all incidents by managing, tracking and resolving incidents by the agreed upon SLA time lines

- Clearly identify reported issues as a defect, training need, or enhancement request

- Review reported inquiries and provide - How To answers

- Troubleshoot problems and be able to provide resolution or recommend corrective action

- Ability to update basic system configuration to correct and resolve production issues

- Ability to analyze and trouble shoot integrations and applications across the platform

- Primary contact for nightly batch processing issues, ability to analyze and take corrective action for any reported batch issues

- Work alongside Application Development to improve quality and operational efficiencies

- Document recurring technical issues and questions to support quality and development of applications

- Recreate issues in test environment, identify/document how application and system interacts to support business process

- Manage and prepare status update for weekly support call with all business units

- Update and keep current functional and technical documentation

- Define, document test approach for identified issues / enhancements ; including creation and execution of test plans and scripts

- Partner in solution review sessions with Business and IT teams to ensure alignment on fixes and enhancements

QUALIFICATIONS & EXPERIENCE:

- 3-6 years of experience as an Production Support Analyst

- Experienced supporting JDA Global Supply Chain planning systems

- Strong business acumen in supply chain process and systems

- Strong verbal and written communication. Ability to clearly articulate complex issues/topics

- In-depth working knowledge of business processes related to Demand and Fulfillment / Supply Planning

- Must possess a strong client service background and demonstrated ability to partner with IT Staff to resolve complex problems

- Ability to prioritize work load, multi task and react quickly to meet business expectations

- Ability to thrive in high pressure situations while continuing to be delivery focused

- ITIL certification a plus

- Apparel Industry experience a plus

- Working knowledge of Microsoft Office products - Excel, Power point, Word

Technical Skills:

- Oracle database and advanced PL/SQL

- JDA front-end configuration experience highly desired (creating FE Pages, Workspaces, user processes, security management)

- IBM Cognos or similar (Business Objects etc) a plus

- Unix shell scripting - integration, batch scheduling

- Informatica desirable

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