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Senior Production Support WMoS Technical Analyst (various shifts)

00510743 Requisition #

Who are we looking for
As our Senior Production Support WMoS Technical Analyst, you'll be joining Nike's North America Technology Operations organization to enable departmental plans and priorities of the organizational strategy while delivering timely beneficial solutions to the customers. You'll offer expertise in standardization of service and operations aspects of systems and business processes. Experience managing Sarbanes-Oxley controls and audits are crucial. This role requires in-depth Warehouse Management Systems knowledge and experience. We will have you be involved in developing and implementing technical solutions. In addition, you'll assist in providing direction to a small team of technical professional.
There are various shifts available for this role to support 24/7 operations.
What will you work on
Perform functional and technical configuration of Warehouse management system (version 2017 or above). Support and manage ITIL Incident, Change and Problem management process. Provide resolution, technical input, and solutions for impactful or escalated production support issues and ensure advanced issues are addressed and resolved within business SLA’s (Service Level Agreement). Assistance on Configuration and Data extraction service request. Problem Validation & Documentation, Problem Prioritization, Root Cause Analysis, Vendor Engagement, Vendor Management, Vendor Fix Validation, Problem Status reporting, Problem Coordination, RCA Validation, Workaround Automation. Change & Test plan Creation, Change Review, Prioritization & assignments, Scenario identification, test scripting, Test Validation, Release Coordination, Release Coordination, PS readiness for new enhancements, Change Status Reporting
Utilize database management systems to execute complex SQL and PL/ SQL queries against large databases to perform data analysis to troubleshoot production support issues and utilize Nike proprietary tools for creating alerts to monitor system health and issues. Troubleshoot issues impacting the flow of data/messages between warehouse management system, warehouse control system and ERP host systems to mitigate impact to the DC operations flow. Executes advance technical and functional resolution or workaround to mitigate or restore WMS service disruptions. Provide a timely response and analysis to advance customer requests. Ensure the integrity of the WMoS system by performing release testing and health checks. Serves as an escalation point for complex or impactful production support issues. Solves complex problems; takes an innovative approach on existing solutions
Support Cloud server architecture, configure server logs and perform shell scripting for solving issues or data analysis. Create technical documentation and system diagrams to document any bug fixes. Participate in new product or service design and development concerning warehouse technologies
Be a resource for colleagues with less experience; may advise the work of other staff members
Provide on-boarding, mentoring and training to ensure that we're building a winning team
Is accountable for small projects or programs with manageable risks and resource requirements
Interprets customer needs, assesses requirements and identifies solutions to non-standard requests
Helps define production support processes and assists with ensuring the team is following said documented processes
Ensures that standards are being defined wherever reasonable to do so and that best practices are in place and that root cause is found wherever possible
Define reports that track key performance indicators (KPIs). Routinely review and report results. Develops action items to improve team performance against KPIs
Develops and maintains relationships with operational managers and obtains 360 feedback
Reviews SOX processes and ensures SOX procedures are followed
Who will you work with
Collaborate and coordinate with cross-functional technology and business teams to support any application changes or addition to the WMOS Production support team portfolio. Collaborate with Global & Local Release management teams to support testing and implementation of defect fixes. Work with problem management partners and vendors on root cause analysis, fix identification, design and implementation. Work with Vendor to support the design and development of production system bug fixes. Stays connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
Works with Operational management to assess impact and vitality of critical and/or impactful issues. Ensures that Production Support management is always advised of the status of initiatives, impactful issues, team health and needs. 

Qualifications - External
What you bring
Bachelor's Degree in Computer Science, IS, Business, or a related field and minimum 5 years directly relevant work experience.
5+ years PL/SQL experience.
3+ years Manhattan Warehouse Management Open System experience (WMoS).
5+ years Warehouse Management System experience in lieu of WMoS experience.
3+ years technically supporting distribution center systems.
Can speak, read and write English.
Excellent verbal and written communication skills demonstrated by an ability to work well virtually with both on shore and off shore teams.
Be able to work independently and receive minimal guidance.
Ability to travel globally 5% annually.

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