We are seeking a 2nd Line Support Specialist to provide operational, technical, and functional support for Manhattan Active WMS and warehouse IT infrastructure. The role is responsible for maintaining system stability, resolving incidents, supporting warehouse users, and ensuring seamless warehouse operations in a fast-paced logistics environment.
Key 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
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