JOB DESCRIPTION

FULFILMENT SYSTEMS SUPPORT ANALYST

Industry: Technology / Warehousing / Logistics
Department:Fulfilment & IT

Location: Bellville, Cape Town
Employment type:Permanent | In -office

Hours: After hours and standby when operationally required

About our client

Our client operates a growing fulfilment and distribution environment where technology plays a critical role in keeping orders moving accurately and efficiently. Its warehouse systems include a Warehouse Management System (WMS), Warehouse Control System (WCS) and integrations with an ERP platform, supporting scanning, order processing and automated fulfilment activities.

The opportunity

Our client is seeking a hands-on Fulfilment Systems Support Analyst to provide first-line support for the digital systems used in its warehouse.

Based on-site and working closely with warehouse operators, you will be the first point of contact for day-to-day system queries and issues. You will help users resolve common WMS and WCS problems, perform daily system checks, manage support tickets, assist with testing and train operators on the correct use of systems.

You will work under the guidance of the Fulfilment Systems Lead, escalating issues that fall outside approved first-line procedures with clear supporting information.

This is an operationally focused role for someone who enjoys being on the warehouse floor, helping users and keeping systems running smoothly in a time-sensitive environment.

Key responsibilities

Warehouse floor support

• Act as the first point of contact for warehouse operators requiring assistance with WMS, WCS, scanners, labels and related system issues.

• Provide practical, hands-on support during warehouse operating hours.

• Monitor the support queue and ensure that tickets are logged, categorised, assigned and progressed within agreed service levels.

• Keep operators and team leaders informed of issue progress, workarounds and expected resolution times.

First-line incident resolution

• Log, assess and resolve L1 incidents and service requests using approved procedures and documented fixes.

• Assist with operator guidance, scanner and device sign-in issues, label and document reprints, and other routine support tasks.

• Apply approved workarounds to minimise disruption to order fulfilment.

• Escalate issues outside the L1 scope to the Fulfilment Systems Lead, providing clear evidence such as reproduction steps, screenshots, order references and error messages.

• Route networking, device and operational technology issues to the appropriate onsite IT technicians.

• Refer robotics-related issues through the agreed escalation process to the onsite robotics engineer.

• Identify recurring issues and share trends with the Fulfilment Systems Lead.

• Immediately escalate suspected security incidents or information breaches in accordance with established procedures.

Daily system checks, data and access

• Complete start-of-shift system health checks using documented checklists.

• Monitor and clear interface or exception queues only where an approved L1 procedure exists.

• Release held orders only in accordance with documented runbooks and delegated authority.

• Capture and maintain approved master data relating to items, locations and other relevant settings.

• Process WMS and WCS user access requests in line with access management standards.

• Assist with downtime procedures and post-recovery stock and order reconciliation under the direction of the Fulfilment Systems Lead**.**

Testing and release support

• Execute regression and user acceptance testing scripts for system releases, fixes and approved changes.

• Record defects clearly and verify fixes after deployment.

• Assist warehouse users participating in UAT and help them log test results and defects correctly.

Documentation and operator training

• Create and maintain how-to articles, known error resolutions and frequently asked questions.

• Keep standard operating procedures, user manuals and quick reference guides up to date.

• Train new system operators and provide refresher training to existing users.

• Coach operators on the warehouse floor and identify recurring training needs.

IT service management and reporting

• Follow established IT service management processes for ticket categorisation, updates and closure.

• Ensure tickets are closed only once the user has confirmed resolution.

• Prepare and validate data for system performance and compliance reporting, including scan compliance, overrides and stock adjustments.

• Participate in the agreed standby roster.

Minimum requirements

• National Senior Certificate (Grade 12).

• Two to four years' experience in application support or a service desk environment.

• Hands-on experience supporting a WMS or ERP warehouse module.

• Experience working in a warehouse, distribution centre or logistics environment.

• Experience executing test scripts and documenting software defects.

• Experience training or coaching system users.

• Comfortable working in a shift-based, time-critical operational environment.

Advantageous qualifications and experience

• Diploma in Information Technology, Supply Chain, Logistics or a related field.

• ITIL V4 Foundation.

• Knowledge-Centred Service (KCS) Fundamentals.

• ISTQB Foundation.

• Experience with Odoo.

• Exposure to automated fulfilment environments, including WMS, WCS or robotics.

• WMS / WCS vendor product training. Training may be provided on appointment where required.

Technical and operational knowledge

A working understanding of:

• Warehouse and order fulfilment processes, including receiving, put-away, replenishment, picking, packing, dispatch and returns.

• Courier handoffs, labels, waybills and dispatch confirmation.

• Inventory accuracy, cycle counts, stock adjustments and approval controls.

• WMS and WCS functionality and the ability to distinguish user errors from potential system defects.

• IT service management processes, incident and request fulfilment, SLAs and ticket quality.

• Structured troubleshooting, error replication and evidence gathering.

• Escalation procedures and the responsibilities of the Fulfilment Systems Lead, onsite IT technicians and vendor support.

• Regression testing, UAT support and defect reporting.

• Knowledge management and the principles of KCS.

Key skills and competencies

• WMS and WCS first-line troubleshooting.

• Warehouse floor and operator support.

• Incident logging, ticket management and triage.

• Execution of documented system checks and runbooks.

• Master data capture and access request processing.

• Regression testing and UAT execution.

• Basic data checks and log reading.

• Knowledge base and procedure documentation.

• Operator training and coaching.

• Clear communication and stakeholder updates.

Personal attributes

You will be approachable, service-oriented and comfortable interacting with people at all levels of a busy warehouse operation. Attention to detail and the ability to follow procedures are essential, particularly where stock accuracy, order processing and system controls are concerned.

The successful candidate will be dependable, practical and calm under pressure, with the ability to prioritise requests, manage several tickets at once and communicate clearly when an issue needs to be escalated.

A willingness to learn, take ownership and work collaboratively with operational and technical teams will be important to success in this role.

Working environment

This is an on-site warehouse role. Participation in a standby roster is required, including support during agreed operational periods and system-related incidents.