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TITLE

 

Warehouse Management System (WMS) Support Analyst - Elizabethtown

COMPANY

 

Grove Collaborative

LOCATION

 

Pennsylvania, US

Description

Warehouse Management System (WMS) Support Analysts proactively monitor Operations information systems and hardware at Grove’s fulfillment centers, and provide technical support to ensure maximum operational efficiency. They solve tickets, analyze problems, perform root cause analysis, document incident symptoms and solutions, track problems through to resolution, provide user administration, communicate with internal customers, and maintain relationships with third party vendors. The main purpose of this role is to ensure our fulfillment center technology is online and functioning properly 24/7/365. Eliminating downtime at our fulfillment centers is mission critical for our WMS Support Analysts.

Interpersonal Skills:

    • Desire to take responsibility for keeping Grove’s fulfillment centers online and productive  
    • Exceptional understanding of current software and hardware technology
    • Proactively stay up to date on new and emerging technologies
    • Critical thinking skills to promptly identify and resolve problematic situations through root cause analysis
    • Interpersonal skills to interact and maintain productive working relationships with employees at all levels
    • Effectively communicate with both technical and non-technical audiences
    • Desire and patience to teach people about technology, and how to resolve problems themselves
    • Ability to multitask and prioritize projects and tasks with little to no direct supervision
    • Perform well in fast-paced and high-stress situations

Job Responsibilities:

    • Provide technical advice, guidance, and informal training to users on WMS, software applications, and hardware
    • Draft knowledge base articles detailing procedures, and common troubleshooting techniques for recurring issues
    • Document all reported issues in ticketing system to maintain a historical record of incidents and solutions
    • Investigate the root cause of WMS issues, and develop solutions to stop future occurrences
    • Perform user acceptance testing on WMS process flows to validate system functionality
    • Write SQL queries on-demand to meet ah-hoc reporting needs of management
    • Maintain productive relationships and good communication with internal and external customersIdentify, troubleshoot, and resolve hardware issues with computers, laptops, printers, networking equipment, etc.Escalate incidents that are too large or complex for quick troubleshooting to management, other IT resources, or third party vendors for assistance

Job Qualifications:

    • Bachelor’s degree, preferably in Computer Science, Engineering, MIS, or similar concentration required
    • Experience supporting a Warehouse Management System (WMS) or other Operations Information System required
    • Schooling or experience in writing SQL queries required
    • Experience troubleshooting technical issues in a help desk position that supports computer system(s) or an applications support role is required
    • Experience with an IT ticket system required
    • Flexibility to work outside the normal shift hours when necessary requiredExperience with Windows Server, SQL Server, and Meraki is a plus
Let’s do this
 
We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come join the community at Grove. It's a heck of a lot of fun, and we'd love to tell you more about it.
 

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