Senior Service Designer

The Position:

The Senior Service Designer specializing in WMS Applications Implementations is a critical role supporting implementation of the automated warehouse management system (WMS) platform and services provided to Maersk NAM’s third-party logistics (3PL) clients.  Maersk NAM is a dynamic, growing distribution, logistics and transportation organization seeking to enhance and expand its WMS capabilities and utilization.

Drives an excellent customer experience by applying insights and skillset within customer journeys, mockups and visualization tools supporting both process modelling and requirement development. Closely collaborates with the process design teams, program and business stakeholders, while still having the ability to deliver non-biased designs and recommendations to enable the organization to make decisions and execute them.

Key Responsibilities:

• Responding to user and customer requests for help with WMS application
• Understanding ‘behind-the-scenes’ details of the WMS graphical user interfaces (screen layouts), printed outputs, and interfaces with other systems.  Designing WMS printed outputs (reports and carton labels).
• Consulting with users and customers to gather information (discovery) about WMS functional requirements, including needs, objectives, features, and input and output requirements.
• Defining and documenting discovered requirements for data, and workflow processes, interfaces with other systems, internal and external data validation, and outputs.
• Analyzing and estimating feasibility, resources and time required to implement WMS functional requirements.  Participating in project plan development outlining steps and time tables for developing customer-specific WMS functional flow.
• Participating in testing of existing and new WMS features.  Creating test transactions and running tests to find errors and confirm WMS configuration meet requirements and specifications.
• Writing and maintaining technical WMS configuration documentation and specifications, and creating and updating summary documentation of features of the WMS applications.
• Assisting WMS training team with training of end users or technical support staff as needed
• This position may be required to travel to any company location as necessary for WMS implementation activities.
• This position shares support and project responsibilities with other members of the WMS Applications team.

Required Experience:

• A minimum of 5 years of experience in user software support through creating and interpreting procedural documentation and conveying software usage procedural instructions to business users.
• Fluency in English; good verbal & written communications.  Can speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates effectively in meetings.
• Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
• 2 years of application user experience on an enterprise-tier WMS application (e.g., Manhattan, Red Prairie, HiJump, etc.) within a 3PL environment
• Ability to ask probing questions in order to accurately determine users’ WMS functional requirements. Ability to synthesize complex or diverse information; collect and research data; design WMS work flows and procedures.
• Exhibit high degree of dependability – follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; can commit to long hours of work when necessary to reach urgent project and support goals; completes tasks on time or notifies/escalates to appropriate person with an alternate plan.

Strongly desirable skills:

• Experience with application testing and SQL
• Recent experience with the Manhattan SCALE WMS (version 2012 or later)
• Experience with a WMS application within a 3PL environment