WMS Manhattan Support

Role & responsibilities

Manhattan Active WMS Support

• Provide Level 2 support for Manhattan Active WMS incidents, service requests, and user access management.
• Troubleshoot issues across receiving, inventory, replenishment, picking, packing, and shipping operations.
• Monitor and support WMS integrations, interfaces, and warehouse process functionality.
• Escalate complex issues to Level 3/4 support teams and vendors as needed.
• Document incidents, root causes, workarounds, and enhancement requirements.
• Support software releases, testing, validation, and change implementations.
• Collaborate with business users, operations teams, project teams, and external vendors.

Application & IT Support

• Manage incidents and service requests via ServiceNow, Microsoft Teams, phone, and email.
• Prioritize issues according to business impact and SLA requirements.
• Participate in major incident management, root cause analysis, and problem management activities.
• Develop and maintain knowledge articles, SOPs, and support documentation.
• Work closely with Infrastructure, Security, Network, and Application teams.
• Contribute to service improvement initiatives and operational reporting

Key Skills & Competencies

• Manhattan Active WMS or equivalent Warehouse Management System (WMS)
• Warehouse and logistics process knowledge
• Incident and service request management
• ServiceNow or similar ITSM platform
• Microsoft Windows and Microsoft 365
• User access and permission management
• Troubleshooting and root cause analysis
• Strong stakeholder communication skills
• Fluent English communication

Nice-to-Have Skills

• Basic SQL knowledge
• Log analysis and troubleshooting
• API, system integration, and interface support experience
• RF scanners, printers, handheld devices, and warehouse hardware support
• German language proficiency
• Exposure to release management and testing activities

Key Competencies

• Analytical thinking and problem-solving
• Customer-focused approach
• Ability to work under pressure in a 24x7 operational environment
• Strong prioritization and multitasking capability
• Team collaboration and independent working style
• Attention to detail and process discipline
• Continuous improvement mindset

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline preferred.

Experience

• 3+ years of experience in:
• WMS/Application Support
• Key User or Super User roles
• IT Service Desk / Application Support environments
• Experience supporting logistics, warehousing, or supply chain operations preferred.
• Prior Level 1 or Level 2 support experience is advantageous.
• Candidates with strong warehouse operations knowledge and technical aptitude will also be considered