About the Role

We are looking for a Bilingual WMS System Support Engineer with strong IT skills and hands-on experience with Manhattan Active WMS to support a logistics site in Yotsukaido, Chiba, Japan.

In this role, you will provide system support for a leading retail brand, working closely with onsite users, global support teams, offshore support teams and development teams. You will be responsible for incident analysis, configuration, testing, root cause analysis (RCA), resolution and ongoing system support across the end-to-end Manhattan Active WMS flow.

The position is on-site and not remote, with work performed across different shifts on a rotational basis. Weekend support is also required on a rotational basis.

Key Responsibilities

Manhattan Active WMS System Support

• Provide support across the E2E flow of Manhattan Active WMS, including:
  • Receiving.
  • Putaway.
  • Waving.
  • Allocating.
  • Task.
  • Replenishments.
• Conduct the initial review and research of reported incidents.
• Analyse system issues and identify appropriate solutions.
• Configure and test system changes and enhancements.
• Define business logic for business and system requests.
• Provide detailed analysis of problems to Manhattan to support resolution where required.
• Collaborate with Manhattan on complex issues and resolution activities when necessary.

Incident Management and Resolution

• Perform RCA (Root Cause Analysis) and resolve incidents within the agreed SLA.
• Support team members with RCA and incident resolution.
• Take the lead and accountability for P1/P2 cases.
• Manage incidents and support resolution using ServiceNow.
• Maintain effective communication with relevant stakeholders throughout the incident lifecycle.

Team and Stakeholder Coordination

• Coordinate with onsite users to understand issues, requirements and operational needs.
• Work closely with offshore support teams and development teams.
• Communicate effectively with global support teams to ensure timely issue resolution.
• Collaborate with different teams to maintain stable and efficient WMS operations.

Required Qualifications

• Strong knowledge of the end-to-end flow of Manhattan Active WMS is mandatory.
• Knowledge of WMS-related processes, including Receiving, Putaway, Waving, Allocating, Task and Replenishments.
• Strong SQL skills.
• Good understanding of databases and database-related concepts.
• Hands-on experience with:
  • Initial review and research of reported incidents.
  • System configuration and testing.
  • Defining business logic for requests.
  • Detailed system and problem analysis.
  • RCA and resolution within SLA.
  • Supporting team members with RCA and resolution.
  • Taking ownership of P1/P2 cases.
• Ability to coordinate effectively with onsite users, offshore support teams and development teams.
• Business-level proficiency in Japanese and English.

Desirable Skills

The following skills and experience are desirable:

• SQL
• MS Office
• Business-level English and Japanese.
• ITIL knowledge.
• AMS Support
• Basic knowledge of API.
• Incident Response
• System Analysis
• Teamwork
• Database Management
• Incident Management using ServiceNow

A combination of several of the above skills is desirable. The successful candidate should also demonstrate a willingness to continuously develop and improve across these areas after joining.

Work Conditions and Shift Details

This is an on-site role in Yotsukaido, Chiba, Japan, with no remote or work-from-home arrangement.

The position operates on a rotational shift basis:

• Shift 1: 8:00 AM–5:00 PM JST.
• Shift 2: 11:00 AM–8:00 PM JST.
• Weekend Support: 8:00 AM–6:00 PM JST on a rotational basis.

There is no regular overtime. Overtime may apply to weekend shift work and may occasionally be requested a few times a year in connection with system upgrades or maintenance.

Ideal Candidate

The ideal candidate combines strong Manhattan Active WMS knowledge with practical IT support and incident management skills. You should be comfortable analysing system issues, working with databases and SQL, coordinating across onsite and offshore teams, and taking ownership of critical incidents.

Strong communication skills in both Japanese and English, along with a collaborative approach and commitment to continuous improvement, are essential for success in this role.

How to Apply

Interested candidates can share their profile with:

Leela Lavanya
Email: leelalavanya.gujjarlapudi@websynergies.com