IT Supply Chain Support Associate

Job Description: IT Supply Chain Support Associate

Job Summary:

The IT Supply Chain Support Associate provides operational, technical, and business process support for supply chain applications and related technologies across a global organization. Working within a multicultural and multinational team, this role partners with business stakeholders, IT teams, vendors, and end users to ensure the reliable operation of supply chain systems supporting procurement, planning, inventory management, warehousing, logistics, and order fulfillment.

The ideal candidate combines strong customer service skills with technical problem-solving abilities, business process knowledge, and a collaborative mindset to support continuous improvement across global supply chain operations.

Key Responsibilities:

Application & System Support:

• Provide Level 2 support for supply chain applications, including EXE, BICEPS, PROMPT, GWR/ MDM, OMS, TMS, SWAT, GR Billing.
• Investigate, troubleshoot, and resolve application issues impacting supply chain operations.
• Monitor system performance and proactively identify potential disruptions affecting business processes.
• Coordinate issue resolution with internal IT teams, vendors, and business stakeholders.
• Document incidents, root causes, and resolutions within the IT service management platform.

Customer Service & User Experience:

• Deliver professional, responsive and customer-focused support to employees across multiple countries and cultures.
• Communicate technical information in a clear and understandable manner to both technical and non-technical users.
• Build positive relationships with stakeholders and maintain a high level of customer satisfaction.
• Support onboarding activities by provisioning systems, accounts, and equipment for new employees.

Global Team Collaboration:

• Collaborate with multinational IT teams, vendors and support teams.
• Work closely with Business Analysts, Developers, Functional Leads, and Supply Chain stakeholders.
• Participate in cross-functional projects supporting digital transformation and operational excellence initiatives.
• Foster an environment of inclusion, respect, and knowledge sharing within diverse teams.
• Support global operational needs across multiple time zones when required.

Compliance & Governance:

• Follow ITIL-based incident, problems, change, and release management processes.
• Ensure compliance with data governance, cybersecurity, audit, and regulatory requirements.
• Maintain accurate documentation of processes, configurations, and support procedures.
• Adhere to company policies regarding data privacy and information security.

Qualifications:

Required:

• Strong understanding of supply chain business processes, including procurement, inventory warehouse operations, transportation, and order fulfillment.
• Associate or bachelors degree in information technology, Computer Science, Information Systems, or related field, or equivalent work experience.
• Experience in IT support, help desk, application support, or technical customer service.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a multicultural and multinational team environment.
• Prior experience of working in a shift roster to support business needs
• Experience with ERP systems such as JDE, Oracle or similar platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to work effectively within a multicultural and multinational team environment.

Technical Competencies:

• JavaScript
• Informix 4GL
• Informix DB & SQL
• Cobol/400
• Pearl, C++, Java Script
• Mainframe
• McLeod (TMS)
• Ortec
• Square-rigger
• Omnitracs
• Retalix
• Manhattan

Working Environment

• Office-based environment supporting global supply chain operations.
• Frequent interaction with business users, IT teams, vendors, and logistics partners.
• Collaboration across multiple countries, cultures, and time zones.
• Fast-paced operational environment supporting critical supply chain and manufacturing processes.
• Opportunities to contribute to digital transformation, automation, and supply chain optimization initiatives.

Success Measures:

• Application availability and stability.
• Incident resolution and service request fulfillment performance.
• User satisfaction and stakeholder feedback.
• Reduction of recurring supply chain system issues.
• Successful support of business-critical supply chain processes.
• Contribution to process improvements, automation, and operational efficiencies.
• Effective collaboration with global teams and business partners.