Supply Chain -Logistics

Role & responsibilities

Working on ESP Inicidents and providing epage support 24x7x365

• Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
  
• Resolve minimum of three (3) Incidents daily per Agent.
• Meet or exceed the Balance Scorecard and Metrics.
• Adhere to the ISO documents and Knowledge base articles. 
• Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
• Participate in Emergency Operations Center (EOC) bridge to represent S&L Operations. 
• Monitor epage/email alerts 24x7x365, take needed actions to restore the S&L Operations.
• Engage in S&L Release Trainings and UAT.
• Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
• Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
• Act on Case Audit outcomes to develop and implement approved enhancements.
• Identify and implement process improvements and efficiency gains.
• Arrange for backup Agents during periods of absence.
• Perform additional special assignments or tasks as needed.
• Address the incident from the S&L business community with highest quality with in the defined SLA
• Monitor the incoming incident and determine if release related 
• Execute the UAT test cases for the release
• Manage and communicate the planned and unplanned outages

Preferred candidate profile

• At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA)
• Salesforce:
  
• At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential.
• Oracle:
  
• At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.
• B2B Technologies- At least 2 years of hands-on experience with B2B technologies, including proficiency with MuleSoft, API integration, RosettaNet Partner Interface Processes (PIPs), and Data Transfer Gateways (E2Open is preferred).
  - Proficiency in End-to-End Incident Reporting (IR) and ISO processes.
  - Knowledge of Reverse Logistics (RL) business processes.
  -Familiarity with SQL/PL SQL at an intermediate level.