Job ID: JOB_ID_917
Role Overview
The Senior Manhattan Active Cloud Application Support Analyst is a critical role focused on the post-implementation phase of the Manhattan Active platform. This is a dedicated “RUN” support position, meaning the successful candidate will be responsible for the stability, performance, and continuous improvement of the production environment. Unlike implementation roles that focus on initial setup, this position requires a deep understanding of live system dynamics, incident management, and long-term system health. The role is based onsite in Manhattan, NY, and requires a professional who can navigate the complexities of a high-volume retail or supply chain environment.
Key Responsibilities
- Provide Level 2 and Level 3 production support for Manhattan Active Warehouse Management (WMS) and Order Management (OMS) modules.
- Manage and resolve complex incidents, service requests, and system problems following ITIL best practices.
- Conduct thorough root cause analysis (RCA) for recurring issues and implement permanent fixes to prevent future disruptions.
- Collaborate closely with client stakeholders and internal technical teams to ensure all Service Level Agreements (SLAs) are met or exceeded.
- Develop and maintain comprehensive technical documentation, including standard operating procedures (SOPs) and knowledge base articles.
- Utilize ITSM tools, specifically ServiceNow, to track tickets, changes, and system performance metrics.
- Oversee system patches, version upgrades, and performance tuning activities to ensure the Manhattan Active Cloud environment remains optimized.
- Participate in a scheduled on-call rotation to provide 24/7 support for critical business operations.
Mandatory Technical Requirements
- A minimum of 2 years of direct, hands-on experience specifically with the Manhattan Active CLOUD version.
- Candidates with only WMOS or Legacy Manhattan experience will not be considered for this role.
- Proven expertise in SQL for data querying and troubleshooting.
- Strong understanding of APIs and integration troubleshooting within a cloud-native architecture.
- Familiarity with ITIL frameworks, particularly Incident, Problem, and Change Management processes.
Professional Qualifications
- Excellent communication skills with the ability to explain technical concepts to non-technical business users.
- Strong analytical and problem-solving capabilities.
- Prior experience in the Retail or Supply Chain domain is highly advantageous.
- Ability to work onsite in Manhattan, NY, and adapt to a fast-paced, high-pressure production environment.
Special Requirements
Onsite only; Mandatory 2+ years Manhattan Active CLOUD version; Legacy Manhattan/WMOS is an automatic rejection; Retail/Supply Chain domain preferred.
Compensation & Location
Salary: $125,000 – $165,000 per year (Estimated)
Location: Manhattan, NY
Recruiter / Company – Contact Information
Recruiter / Employer: Brightsol.ai
Email: prem@brightsol.ai
Recruiter Notice:
To remove this job posting, please send an email from
prem@brightsol.ai with the subject:
DELETE_JOB_ID_917