Kinaxis Support Specialist

Roles & Responsibilities

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:
• Data integrity
• Kinaxis control tables
• 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
  
  

system enhancements.

• Support application upgrades, patches, and deployment of new functionalities.
  
  

Knowledge Management & Mentorship

• 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.
  
  

Collaboration & Communication

• 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.