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JOB PURPOSE
To provide expert application support, functional training, and system administration for GWC's Infor 11 WMS on-premise platform across 34 warehouse locations, ensuring high system availability, operational adoption, and effective feature delivery in alignment with GWC's logistics technology strategy. The Senior WMS Support Specialist is a primarily operational role with growing influence over feature delivery and system roadmap decisions.
This is a hands-on technical position requiring specific expertise in Infor WMS 11 configuration, portal administration, and system support.
ROLES AND RESPONSIBILITIES
WMS Application Support
- Support Vision Picking functionality and resolve end-user queries and configuration issues
- Resolve OMS support requests and investigate data corrections caused by operational processes
- Manage daily WMS service tickets across 34 warehouse locations via the service ticketing platform
- Handle system-disruption incidents and coordinate rapid restoration with minimal operational impact
System Administration & Maintenance
- Administer Infor Portal, manage system data archiving, and maintain billing-cycle health
- Execute Infor WMS upgrade activities including planning, testing, and coordinated deployment
- Perform backend updates, database patching, and application patching on Infor 11 WMS on-premise
- Coordinate with the Infor WMS vendor on bug resolution, product enhancements, and support escalations
WMS Configuration & Feature Rollout
- Execute UAT for new integrations and features onboarded to the WMS platform
- Roll out WMS features and enhancements to warehouse operations across all active sites
- Configure new warehouse setups in Infor 11 WMS, including location, workflow, and client parameters
- Administer and configure batch picking, bulk upload, MSO, labeling, expiry-report suppression, and NCR validation
Client Reporting & Portal Support
- Set up client portals within the WMS as part of new client onboarding activities
- Develop and maintain client-facing operational reports and WMS reporting dashboards
Training & Functional Support
- Deliver functional support and training to operations staff on Infor 11 WMS features and configuration
- Document system configurations, feature releases, and operational procedures for knowledge management
Interface & Integration Coordination
- Coordinate with the Boomi integration team on migration planning, timelines, and impact assessments
- Liaise with the integration team to triage and resolve interface-related WMS issues affecting operations
- Document and maintain the inventory of legacy Ramp interfaces pending migration to the Boomi platform
Continuous Improvement
- Identify WMS process inefficiencies and propose system or configuration improvements
- Track and report on enhancement pipeline progress and feature adoption metrics across warehouse sites
- Engage warehouse operations stakeholders to gather enhancement requirements and translate into system change requests
MINIMUM REQUIREMENTS
- Minimum 5 years of experience in WMS application administration, support, or implementation, with at least 3 years hands-on experience on Infor WMS 10 or 11 in an on-premise environment.
- Experience managing WMS operations across multiple warehouse sites is required.
- This role requires a self-driven professional capable of managing a high-volume service ticket queue, coordinating vendor escalations, and delivering functional training — all without direct supervisory authority. Strong collaboration skills and the ability to prioritize under pressure are essential for driving adoption and continuous improvement across a distributed warehouse network.
- Infor WMS certification or equivalent vendor-accredited WMS training
- ITIL Foundation certification or equivalent service management framework
- Bachelor's degree in Information Technology, Computer Science, or a related field.
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