Manhattan Active Warehouse Management (MAWM) Support Analyst - Tier 2
SoftPathTechnologiesJob Title: Manhattan Active Warehouse Management (MAWM) Support Analyst Tier 2
Client: DHL
Location: Westerville, OH (Hybrid; open to relocation)
Duration: 6+ Months Contract-to-Hire
Interview Mode: Video
Work Authorization: USC, Green Card (GC), GC EAD, TN, H-4 EAD
Job Summary
We are seeking an experienced Manhattan Active Warehouse Management (MAWM) Support Analyst Tier 2 to provide applicati
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on support, troubleshooting, incident management, and root cause analysis for warehouse management systems. The ideal candidate will have hands-on experience supporting Manhattan Active WM, strong SQL skills, and a solid understanding of warehouse operations and application support processes.
The candidate will collaborate with Tier 1 and Tier 3 support teams, business stakeholders, and technical teams to resolve incidents, improve system performance, and ensure the stability and reliability of warehouse management applications.
Key Responsibilities
• Provide Tier 2 application support for Manhattan Active Warehouse Management (MAWM).
• Troubleshoot and resolve incidents related to warehouse management processes, including receiving, picking, packing, shipping, and labor management.
• Coordinate with Tier 1 and Tier 3 support teams for incident escalation, investigation, and resolution.
• Use SQL queries for data analysis, troubleshooting, and application diagnostics.
• Analyze application logs, identify recurring issues, and perform root cause analysis.
• Manage incidents, service requests, and escalations using platforms such as ServiceNow.
• Support application implementation, administration, maintenance, upgrades, and production releases.
• Participate in Change Advisory Board (CAB) meetings and coordinate release management activities across multiple teams.
• Assist with disaster recovery exercises, application recovery procedures, and system continuity activities.
• Develop and maintain technical documentation, support procedures, and user training materials as needed.
• Collaborate with application support teams, technical leads, and business stakeholders to improve application performance and operational efficiency.
• Support application development or code-level troubleshooting when required, following established development standards.
• Provide regular status updates on incidents, support activities, risks, and resolution progress.
• Mentor junior team members and contribute to continuous improvement initiatives.
• Work with cloud-native application architectures and deployment models to support application reliability and availability.
Required Qualifications
• Hands-on experience supporting Manhattan Active Warehouse Management (MAWM).
• Experience providing Tier 2 support for enterprise applications, preferably in warehouse management or supply chain environments.
• Strong SQL skills for querying databases, data validation, and troubleshooting.
• Experience analyzing application logs and conducting root cause analysis.
• Familiarity with incident management and ticketing tools such as ServiceNow.
• Understanding of warehouse operations, including receiving, picking, packing, shipping, and labor management.
• Experience with application maintenance, production support, incident resolution, and release management.
• Familiarity with cloud-native architectures and modern application deployment models.
• Strong troubleshooting, analytical, communication, and problem-solving skills.
• Ability to collaborate effectively with cross-functional technical and business teams.
Preferred Qualifications
• Experience supporting warehouse management systems in logistics, distribution, or supply chain environments.
• Exposure to application implementation, deployment, upgrades, and production release processes.
• Experience participating in CAB meetings and disaster recovery exercises.
• Knowledge of application performance optimization and continuous improvement practices.
• Experience documenting technical procedures and providing kn