Responsibilities:
Production Support:
- Be a member of the offshore production support technical team, providing production support services for clients, including:
- Monitoring production and test systems.
- Responding to system tickets/emails generated and assigned to the EDI team.
- Ensuring all required processes and procedures are documented, including response timeframes to meet client Service Level Agreements (SLAs).
- Ensuring processes are followed and documentation is disseminated to the team/stakeholders.
Troubleshooting & Problem Solving:
- Possess excellent troubleshooting skills and resolve production support issues within defined SLAs.
Ticketing & Communication:
- Open and manage tickets with IBM and in ServiceNow (Incident/change management ticketing system). Liaise with the client on production support issues and recommendations.
Business Acumen:
- Thoroughly understand the client's business and applications.
EDI Expertise:
- Apply knowledge of industry EDI guidelines (e.g., EDI ANSI X12, XML) and specifications for customer/supplier communities.
Trading Partner Management:
- Create and maintain trading partner setups/envelopes and configurations.
File Transfer Protocols:
- Utilize knowledge of file transfer communication protocols (e.g., managing and implementing AS2 certificate renewals, VAN, FTPS).
Defect Management:
- Ensure defects found in products are logged, monitored, fixed, and reported complete.
Testing:
- Create or support unit/system/integration test plans and cases for software elements. Conduct or support system/integration/parallel testing.
Deployment & Validation:
- Follow source control processes using Software Configuration Management (SCM) tools and promote objects through environments according to published processes and release schedules.
- Validate proper configuration items (CIs) have been deployed correctly. Execute post-implementation validation, ensuring data is processing as expected in the system.
Flexibility:
- Provide flexibility for 24*7 support as required by the production environment.
Required Skills:
- Proficiency in EDI integration in Sterling B2Bi translation software application.
- Extensive ability to support production environments, including ticket ownership from creation through closure.
- Sound analytical and problem-solving skills.
- Strong development skills.
- Good communication skills.
- Excellent troubleshooting capabilities.
- Thorough understanding of client's business and applications.
- Knowledge of industry EDI guidelines (e.g., EDI ANSI X12, XML) and specifications.
- Ability to create and maintain trading partner setups/envelopes and configurations.
- Knowledge of file transfer communication protocols (e.g., AS2, VAN, FTPS).
- Ability to ensure defects are logged, monitored, fixed, and reported complete.
- Proficiency in creating or supporting unit/system/integration test plans and cases.
- Capability to conduct or support system/integration/parallel testing.
- Familiarity with source control processes using SCM tools and object promotion through environments.
- Ability to validate proper configuration items (CIs) and execute post-implementation validation.
- Flexibility for 24*7 support.
Preferred Skills:
