Kinaxis Support Specialist

Xurpas Enterprise; Taguig; On-site; PHP 558,000 - 781,200; Full time

Job summary

Xurpas Enterprise is seeking an experienced L2 Support Specialist for Kinaxis RapidResponse in Taguig, Philippines. The role involves managing technical queries and incidents related to Supply Planning modules, requiring at least 3 years of relevant experience. Key responsibilities include diagnosing and resolving issues, collaborating with L3 teams, and creating documentation. The position offers a hybrid work arrangement. Strong communication skills and a background in supply chain planning are essential.

Qualifications

• 3-5 years of experience in Kinaxis RapidResponse support, particularly in Supply Planning.
• Hands-on experience with incident management and resolution.
• Strong communication and documentation skills.

Responsibilities

• Serve as the L2 point of contact for issues related to Kinaxis RapidResponse.
• Diagnose and resolve complex technical issues.
• Manage and track incidents throughout their lifecycle.

Skills

Kinaxis RapidResponse support

Incident management

Root cause analysis

Supply chain planning

Communication skills

Documentation skills

Education

Bachelor's degree

Job description

Hybrid - Taguig 3-5 Yrs Exp Bachelor Contract

Job Description

Work-Life Balance

Work from Home

Incident Management & Resolution

• Serve as the L2 point of contact for technical and functional issues related to Kinaxis RapidResponse, specifically within Supply Planning modules.
• Diagnose, troubleshoot, and resolve complex issues involving:
  • Configuration (workbooks, scorecards, custom calculations)
  • Performance issues (data loads, application speed)
  • Analyze complex system logs, trace files, and application data to identify root causes.
• Manage and track incidents throughout their lifecycle, ensuring timely communication and adherence to SLAs.

System Maintenance & Optimization

• Assist with regular system health checks, performance tuning, and optimization of Kinaxis solutions.
• Collaborate with L3/Development teams to resolve critical defects and implement
• Support application upgrades, patches, and deployment of new functionalities.
• Create and maintain high-quality Knowledge Base Articles (KBAs), technical documentation, and runbooks for recurring issues.
• Provide guidance and training to L1 support staff to improve first-call resolution rates.
• Communicate complex technical issues and resolutions effectively to non-technical stakeholders.
• Act as a liaison between business users and technical development teams.

Required Skills & Qualifications

• Strong experience supporting Kinaxis RapidResponse, particularly in Supply Planning with at least 3 years of experience.
• Experience in L2/L3 application support, functional consulting, or Kinaxis administration.
• Solid understanding of supply chain planning processes.
• Hands-on experience with incident management and root cause analysis.
• Strong communication and documentation skills.
• Kinaxis RapidResponse supply chain planning L2/L3 application support