IT Support Analyst

Serve as an IT Support Analyst liaison between IT personnel and users, handling daily support, Softeon WMS setup and change management, and SN incident ownership.

Responsibilities

• Coordinate between IT personnel and users to define requirements for program change requests.
• Support ownership of SN incidents through to closure.
• Provide daily business support by training users and answering questions.
• Manage Softeon responsibilities (own through end of year, then coordinate with LL2 after the system stabilization period).
• Troubleshoot system hardware and networking issues, including outages and new or existing equipment setup/configuration.
• Perform WMS-related setup and maintenance, including reconfiguration, pick sequence setup and adjustments, profile and security group setup/maintenance, and new employee profile setup.
• Create SOW and training guides, and deliver daily training for new users as required.
• Handle new client onboarding, including documentation of setup and changes.
• Maintain change management documentation and processes, including:
  • SKU setup and validation
  • Warehouse setup
  • Pick configuration
  • Pack slip creation and change coordination
  • Coordinate API keys on TEST and PROD
  • Manage an issues log
  • Coordinate customer communications on status updates
• Partner with operations on project prioritizations.
• Follow formal testing and UAT procedures:
  • Create UAT testing scripts
  • Perform testing for setup and any Softeon development
  • Manage TCH approval and sign-off procedures
• Assist users with approval, priority, scheduling, and implementation of program changes to ensure requirements are met.
• Read, understand, and assume responsibility for applicable procedures, assignments, notices, and policies for assigned and common areas.
• Perform other duties as assigned.

Requirements

• Knowledge of manufacturing, distribution, financial software and applications, including how changes impact software.
• Experience writing procedures and work instructions for a detailed audience.
• Strong knowledge of WMS, operational processes, and communication skills.
• Training period: 30 days on-the-job training under guidance of an IT staff member.
• Additional training needs assessed annually during performance evaluation.
• Bachelor’s Degree or equivalent experience in information technologies, engineering, manufacturing, distribution, or related field.
• Continued working knowledge of Softeon WMS and subsequent modules.

Technologies

• Softeon
• WMS

Supervisory Responsibility

• Yes

Work Environment

• Occasionally exposed to low or elevated temperatures and environments that may be dusty.

Physical Demands

• Sustained periods spent typing and viewing a computer screen.
• Activities requiring attention to detail.

Travel

• Travel is not expected for this position.

Schedule

• Monday-Friday, 8:00am-5:00pm

Location

• La Vergne, TN (onsite)