Application Support Specialist/Quality Assurance

WSI is innovating the 3PL industry by developing a cutting-edge e-commerce fulfillment and order management system. We're seeking an Application Support Specialist/Quality Assurance who will be responsible for providing quality functionality, technical support, troubleshooting, and resolving issues related to Manhattan Associates' software solutions. The role involves collaborating with internal teams, end-users, and external partners. The role also involves designing, executing, and managing test plans to ensure smooth operation of the system, specifically focusing on Manhattan’s Warehouse Management System (WMS) and other supply chain modules.

Primary Consideration will be given to individuals who are able to be hybrid in person at WSI’s Dallas, TX development hub or Appleton, WI Corporate Office.  

DUTIES AND ACCOUNTABILITIES:

• Provide day-to-day support for Manhattan Associates' WMS.
• Diagnose, troubleshoot, and resolve application issues to ensure minimal downtime and disruption to warehouse operations.
• Collaborate with IT, business analysts, and developers to resolve technical issues and improve system performance.
• Monitor system logs, performance metrics, and alerts to proactively address potential issues.
• Assist in configuring and maintaining system parameters.
• Document support cases, solutions, and troubleshooting steps in the ticketing system.
• Support system upgrades, patches, and enhancements while ensuring compatibility with operations.
• Work with cross-functional teams to ensure timely resolution of incidents and service requests.
• Participate in on-call rotations to support 24/7 warehouse operations.
• Develop and execute test plans, test cases, and test scripts for Manhattan Associates' WMS systems.
• Perform manual and automated testing of application functionalities, integrations, and customizations.
• Identify, document, and track software defects in issue tracking systems.
• Conduct regression testing on system enhancements, bug fixes, and patches to ensure existing functionality is maintained.
• Validate system performance to meet operational requirements for speed, accuracy, and stability.
• Assist in designing test strategies for system integrations, data migrations, and user interfaces.
• Collaborate with business stakeholders to perform user acceptance testing (UAT).
• Report on test results, progress, and any risks or roadblocks during testing cycles.
• Participate in root cause analysis and collaborate with different teams on corrective actions.
• Continuously improve testing methodologies and tools to enhance QA efficiency and effectiveness.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong knowledge of Manhattan Associates' software solutions, specifically WMS.
• Familiarity with supply chain operations and warehouse processes.
• Excellent problem-solving and analytical skills.
• Ability to communicate complex technical issues to non-technical users.
• Familiarity with ticketing systems like Fresh Service or similar.
• Experience with quality assurance processes and methodologies, including test case development and execution.
• Strong analytical skills to identify test scenarios and potential risks.
• Ability to work in a fast-paced environment and manage multiple testing projects.
• Excellent written and verbal communication skills for reporting and collaborating with teams.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Information Technology, Supply Chain, or related field.
• Experience in a 3PL (Third-Party Logistics) or eCommerce environment.
• Experience in a supply chain or warehouse operations environment.
• Understanding of Agile methodologies and experience working in Agile development teams.
• Experience with API testing and tools like Postman.
• Prior experience in performance testing to ensure scalability and reliability.

PHYSICAL CAPABILITIES AND REQUIREMENTS:

• Travel in a car and an airplane 15% of the time.
• Ability to sit for extended periods within an office environment.
• Ability to use hands and fingers for computer keyboarding, and answer phone calls.
• Ability to communicate via the telephone using speaking and hearing skills.

BENEFITS AND TOTAL REWARDS: 

• Competitive wages, and opportunities for advancement.
• Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
• Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
• Company-paid Time-Off (PTO), Sick Leave, and Holiday Pay.
• Retirement 401(k) Plan with Discretionary Employer Match and Profit Sharing.
• Referral Bonus, Wellness Programs, Clothing Allowance, Safety Shoes, and Safety Glasses Reimbursement.