Application Support Technician - Supply Chain
Ovation Workplace Services Inc.
Job Description
Job Description
Role Summary:
Responsible for ensuring stability, availability, and performance of supply chain applications by managing critical incidents, coordinating issue resolution, and driving continuous service improvement. The role serves as a bridge between business stakeholders, application teams, infrastructure teams, and vendors to minimize business disruption and maintain operational excellence.
Key Responsibilities
- Provide L2 support for Supply Chain Management (SCM) applications.
- Perform incident, problem, and service request management in accordance with ITIL processes.
- Analyze application issues, identify root causes, and coordinate timely resolutions.
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- Maintain application documentation, support procedures, and knowledge repositories.
- Drive service restoration, provide timely status updates and executive communication during critical incidents.
- Automation vendor coordination & escalation.
Stakeholder & Service Management
- Partner with business users to understand operational challenges and prioritize support activities.
- Collaborate with development, infrastructure, database, cloud, and vendor teams for issue resolution.
- Drive service improvement initiatives and process optimization.
- Prepare incident trends, availability reports, and executive dashboards.
Required Skills
- Exposure to Supply Chain processes
- Exposure to supporting platforms such as SAP, Supply Chain HUB, Oracle SCM, Blue Yonder or similar solutions.
- Mandatory Hands-on experience with Incident, Problem, and Change Management processes.
- Knowledge of ITIL frameworks and Major Incident Management.
- Excellent troubleshooting, analytical, and root-cause analysis skills.
- Strong stakeholder management and communication abilities.
- Experience with monitoring tools, ticketing systems (ServiceNow, Remedy, Jira, etc.), and batch/job monitoring.
Preferred Qualifications
- Bachelor’s degree in information technology, Computer Science, or related field.
- ITIL Foundation or IT Service Management certification.
- Experience in 24x7 production support environments.
- Knowledge of cloud platforms, databases, and integration technologies.
Vacancy posted 20 days ago
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