Business Analyst

We are seeking a Lead in Logistics & Supply Chain Support to manage and provide end-to-end application and operational support for logistics systems and supply chain processes. The role involves leading support activities, driving issue resolution, coordinating cross-functional teams, and ensuring high system availability and operational excellence.

Key Responsibilities

1. Application & Production Support Leadership

Lead L1/L2 support for Logistics and Supply Chain applications (ERP modules)

Monitor interfaces, batch jobs, and EDI transactions (850,  856, 810, etc.)

Drive root cause analysis and implement permanent corrective actions

Own incident prioritization, escalation management and SLA adherence

3. Stakeholder & Team Management

Act as primary point of contact for business and client stakeholders

Coordinate with IT development, integration, and infrastructure teams

Guide junior support analysts and review their work

Provide regular status updates and risk assessments to leadership

5. Reporting 

Validate deployments and ensure post-release stability

Maintain documentation including SOPs and knowledge base

Track KPIs such as SLA adherence, incident trends, defect leakage, and system performance

Drive automation or optimization initiatives to reduce recurring issues

Required Skills

Bachelor’s degree in Logistics, Supply Chain, IT, or related field

7–9 years of experience in logistics/supply chain application support

Strong knowledge of ERP and EDI integrations

Experience leading support teams and managing client-facing environments

Strong analytical and problem-solving skills

Hands-on experience with ticketing tools (ServiceNow, JIRA, etc.)

Basic SQL knowledge for data validation and troubleshooting

Excellent communication and stakeholder management skills

Experience with integration tools (Boomi, Sterling, etc.)

Exposure to automation initiatives

Experience in global logistics environments