System Support Advisor

Job description:

As a KN IS Systems Support Advisor, you will play a pivotal role in delivering high quality support across a range of critical systems, including Warehouse Management, Transport Management, and Automation Management platforms, all hosted within an AWS environment.

You will join a highperforming, collaborative team where your contributions directly enhance both customer and user experiences. Your work will support the smooth running of operations and contribute to the continued success of the contract and the wider organisation.

In this role, you will build strong relationships and communicate effectively with internal teams, external stakeholders, vendors, and service providers. Through these partnerships, you will ensure that systems are reliably supported, issues are resolved efficiently, and service levels consistently meet or exceed agreed delivery standards. You will also play an important part in safeguarding operational performance and maintaining service excellence.

This is a dynamic position that requires adaptability, strong problem polving skills, and a proactive mindset.

Please note that participation in an out-of-hours support rota will be required to ensure continuity of service and support when needed.

• Trouble shooting and providing Application support for Blue Yonder Dispatcher Warehouse Management, Oracle Transport Management, (both hosted on AWS), & WCS Automation, across multiple sites (Bicester, Donnington & Longtown) and environments (Development, Test, Training, Production etc)
• Raising / managing tickets with multiple support desks within the contract (Topdesk & JIRA)
• Investigating and analysing Support Requests 1st and 2nd line
• Raising and Managing tickets with 3rd party suppliers for application support
• Supporting Emergency Incident management to restore services
• Support the development, implementation and configuration of the business systems along with technical analysis for incidents and proposed changes
• Supporting rollout of projects, bug fixes & changes for multiple systems, along with ensuring they are embedded as BAU.
• Collaborate with business partners and tech teams to support operations and deliver resolutions & BAU changes
• Adherance to the SLAs and process frameworks, across multiple service desks.
• Working with wider teams (internal & external) to provide solutions and workarounds to Business system users & stakeholders

• Experience working in a 3PL or logistics setting
• Working knowledge and experience supporting Warehouse Management systems (Blue Yonder Dispatcher).
• SQL (Oracle SQL) & Reporting (Jasper report) capability and knowledge of Linux. Familiarity with Dispatcher architecture and Oracle database
• Transport Management (OTM), and Automation (WCS) systems, would be desirable Investigating and resolving Dispatcher / AWS performance issues
• Familiarity with web and application servers hosted in AWS environments would be desirable.
• Technically minded with a dynamic approach and a positive attitude towards change
• Previous IS Application Support role / experience (L1L2) with excellent customer service skills, and a good command of the English language
• Proven experience of key stakeholder communication (Operations teams, Technical Vendors etc.) to support operations and deliver resolutions
• Strong PC skills and able to build and maintain relationships with wider IT teams, internal & external stakeholders
• Understanding of ITIL best practises for customer support

As well as our competitive pay rates and superb training opportunities, we also offer a great working environment.

You will be respected and valued if you work for us and have genuine opportunities to progress and develop.

• 26 days holidays plus bank holidays
• 2 volunteering days per year
• 3 x Life Assurance Option if you join the KN Route2 pension scheme
• A tailored personal development and training programme.
• Trusted and empowered to deliver and be your best.
• We are happy to talk about flexible working. Please ask about alternative patterns of work at interview.
• Enhanced Maternity/Paternity Leave
• Childcare Vouchers
• Cycle to work scheme
• Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more)
• Refer a friend scheme As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation

As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.