Supports Manhattan Active Omni by troubleshooting user and integration issues, monitoring exceptions, conducting root cause analysis, testing configuration changes and releases, documenting resolutions, and developing user guidance. Collaborates cross-functionally to improve processes, support business initiatives, and enhance customer service. The role also prepares management recaps and continuously expands platform expertise.
We are seeking a highly skilled and motivated Lead Order Management System Support Specialist to join our team. In this role, you will be responsible for troubleshooting and resolving software integration issues, identifying proactive monitors for exception scenarios and providing guidance and training to users. You will also collaborate with various teams to ensure our systems meet current and future needs, identify process improvements, and enhance customer service.
Essential Functions:
- Address and resolve user and technical issues related to Manhattan Active Omni (MAO).
- Monitor exception reporting and address issues promptly. Identify new exception reporting as necessary.
- Document issues and resolutions, conduct root cause analysis, and provide recommendations for improvement.
- Escalate complex issues as necessary and ensure timely resolution.
- Prepare weekly recaps of issues and resolutions for management review.
- Collaborate cross-functionally to understand system capabilities and make and test configuration changes to support business initiatives.
- Create and execute tests to validate software and processes are working defect free and to specification during changes and new releases.
- Understand the business’ functional, technical, and process needs to Identify process improvements, solutions, and contribute to enhancing customer service.
- Continuously improve knowledge of MAO, including new features and functionalities, to provide the highest quality of support.
- Contribute to the development of user manuals, standard operating procedures (SOPs), and other technical documentation to improve internal and external self-help resources.
Required Education and Experience:
- Proven experience in technical support or a similar role.
- Strong analytical and problem-solving abilities, with the capacity to navigate complex technical and business challenges.
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders.
- Solid understanding of supply chain processes, retail operations, and e-commerce business models.
- Ability to manage tasks and resolve issues with minimal guidance.
- Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
- Proactive attitude and willingness to learn and adapt to new technologies.
- Customer-focused mindset with a dedication to providing exceptional service.
Preferred Education and Experience:
- Knowledge of MAO, Postman, Jira, and MySQL.
- Experience with XML and JSON messaging formats.
- Experience with root cause analysis techniques.
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