Support Engineer - BY/JDA Enterprise Supply Chain Planning(ESP)

Scope:

• This role is focused on supporting various Blue Yonder Planning solutions in Demand and Supply Planning.
• Needs to work with cross functional teams including Product Development, Consulting and Cloud services.
• This role needs technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.
• This position may require 24x7/Weekend coverage and response to systems alerts during 'on-call' periods.
• Provides advice to customers regarding industry best practices and process methodology.
• Understands the workflow and tables involved in Blue Yonder solutions (IO, OP, S&OP, FP, SCP, ESP, Demand, Fulfilment) can be configured to better facilitate client business processes.

Technical Environment:

• Good Understanding of Blue Yonder data workflow
• Installation of Blue Yonder products
• Good knowledge of SQL, PL/SQL
• Intermediate knowledge at MS Excel
• Basic understanding on customer business and process.
• Relevant experience on Blue Yonder SCPO and Manufacturing Planning suite of products
• Requires a bachelor’s degree (in Industrial/Mechanical Engineering or equivalent) and experience in SC domain
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required

What you’ll do:

Design & Architect

• Understand the implemented solution design
• Needs to work with cross functional teams including Product Development, Consulting and Cloud services
• Enhance/Change the design based on new business requirements by the customer
• Identify Root cause and find the permanent solution to any problem.
• Responsible to address incident/request related to above mentioned suite of products

Develop & Deliver

• Provide advice to customers regarding industry best practices and process methodology.
• Understand how Blue Yonder solutions (IO, OP, S&OP, FP, SCP, ESP, Demand, Fulfillment) can be configured to better facilitate client business processes.
• Need to work with cross functional teams including Product Development, Consulting and Cloud services.

Guide & Govern

• Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.
• Provide advice to customers regarding industry best practices and process methodology.

Operate & Optimize

• Provides advice to customers regarding industry best practices and process methodology.
• Implement monitoring, performance tuning, and operational best practices.
• Provide value through Innovation and Automation

What we are looking for:

• Bachelor’s degree in computer science, IT, or related field.
• 3-11 years of IT experience, with 3-5+ years in Blue Yonder/JDA Enterprise Supply Chain products, and Strong expertise in SQL, PL/SQL, and data structures.
• Strong working knowledge of ESP modules, configurations, and troubleshooting. Handles most customer scenarios independently.
• Independently resolves standard and complex customer issues, escalating only highly specialized scenarios.
• Performs structured root cause analysis and collaborates with SMEs when required.
• Leads customer calls, provides technical guidance, and manages issue resolution.

• Works closely with Product Development and cross-functional teams to resolve issues.

• Contributes to knowledge articles and supports peer learning.

• Effectively leverages AI tools and automation in daily operations.

• Delivers consistent operational excellence and customer satisfaction.

• NextGen skills like AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure is good to have.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.