IT Systems

Work Set-up: REMOTE
Work Schedule: 11 PM – 8 AM Philippine Time
Work Type: FULL TIME - CONTRACTOR

DUTIES and RESPONSIBILITIES:

●IT Ticket Management:
○ Administer and manage the IT ticketing system
○ Develop, implement, and refine IT support processes and workflows to ensure efficient
resolution of user issues.
○ Categorize, prioritize, and escalate tickets appropriately, ensuring timely responses and
resolutions.
○ Monitor ticket queues, identify recurring issues, and propose solutions for long-term
improvements.
○ Generate reports and analyze data to identify trends, performance metrics, and areas for
service improvement.
○ Develop and maintain a knowledge base for common IT issues and solutions.
○ Act as a central point of contact for IT-related queries and support requests.
●System Integrations Management (EDI & API Focus) & Operations Scope:
○ Oversee the planning, design, development, and maintenance of integrations between
various business systems (e.g., ERP, CRM, E-commerce platforms, Marketing Automation, HRIS,
shipping software, financial systems).
○ Implement and maintain demand planning software once selected.
○ Audit and stabilize all existing integrations, especially high-volume flows (Sales Orders,
ASNs, Inventory Adjustments).
○ Manage and optimize critical SPS Commerce ASN sending for key partners, including
Ahold, Kehe, UNFI, and Quick Trip.
○ Lead the SPS - RJW integration efforts.
○ Finalize and push live for EDI (940 Order, 945 Order Fulfillment) Order
assignment/Fulfillment processes.
○ Oversee Fivestar - 945 Fulfillments on Sales Orders.
○ Serve as the primary technical liaison for Celigo + NetSuite flows, including proactive issue
triage and enhancement development.
○ Address and fix Celigo Amazon integration to capture Shipping boxes accurately and
prevent incorrect box invoice data.
○ Maintain and update SPS Commerce EDI maps for all relevant transaction sets (850
Purchase Order, 856 Advance Ship Notice, 810 Invoice, 940 Purchase Order, 945 Purchase Order
Change Request, 997 Functional Acknowledgment).
○ Build and test new API connections for inventory synchronizations and production status
updates with external partners (e.g., G3, Copackers, Shopify).
○ Work closely with business stakeholders to understand integration requirements and
translate them into technical specifications, especially for EDI transactions.
○ Identify, evaluate, and recommend integration tools and technologies (e.g., APIs, iPaaS
solutions, custom scripts) suitable for diverse data exchange needs, including high-volume EDI.
○ Collaborate with internal development teams, external vendors, and IT specialists to
implement and troubleshoot complex integrations.
○ Monitor the health and performance of existing integrations, proactively identifying and
resolving issues, particularly for mission-critical EDI and API flows.
○ Ensure data integrity and security across integrated systems, adhering to EDI and API best
practices.

●Process Improvement, Automation & Documentation:
○ Continuously seek opportunities to improve IT service delivery and integration processes.
○ Document integration logic, dependencies, and Standard Operating Procedures (SOPs)
for business continuity and knowledge transfer.
○ Recommend and implement process automation opportunities across systems, including:
■ Shipwell to NetSuite (Billing automation creation).
■ RF Smart - LPN pallet tags to strengthen inventory management.
■ Price Groups - Price Items for automated Cost populating.
■ Support the Customer Order Portal project to eliminate email orders using online
ordering, especially as the pilot moves from testing to live.
○ Provide maintenance and development support for NetSuite, including reporting,
scripting, workflows, future development, and assembly audit.
○ Contribute to the development of IT policies and best practices.

●Collaboration & Communication:

○ Act as a liaison between IT and various business departments to understand their needs
and provide appropriate solutions.
○ Facilitate effective communication channels for IT announcements, outages, and updates.
○ Work with an international team, adapting to different time zones and communication
styles.
○ Collaborate with designated security personnel or local IT teams who hold direct access
to critical systems, focusing on defining integration requirements and testing rather than direct
implementation of changes requiring root access.

QUALIFICATIONS:

● Bachelor's degree in Information Technology, Computer Science, or a related field, or
equivalent practical experience.
● 3-5+ years of experience in IT support, IT service management, and complex system
integrations.
● Proven experience managing IT ticketing systems (e.g., Jira Service Management,
Zendesk, ServiceNow).
● Experience in integrations with ERP systems, ideally NetSuite.
● Hands-on experience with Celigo Integrator.io, SPS Commerce, and custom REST/SOAP
APIs.
● Strong understanding of EDI document standards, especially 850 (Purchase Order), 856
(Advance Ship Notice), 810 (Invoice), 940 (Warehouse Shipping Order), and 945 (Warehouse
Shipping Advice).
● Experience integrating with Warehouse Management Systems (WMS), e-commerce
platforms, and co-packers.
● Ability to write clear and comprehensive test cases, handle robust error handling, and
work effectively cross-functionally with IT and Operations teams.
● Strong analytical and problem-solving skills with a keen eye for detail.
● Excellent communication (written and verbal) and interpersonal skills, with the ability to
explain technical concepts to non-technical audiences.
● Ability to work independently and manage multiple priorities in a fast-paced, remote
environment.
● Proactive and self-motivated with a strong customer service orientation.
● Experience working with international teams and an understanding of cultural nuances is a
plus.

Nice to Have:
● ITIL Foundation certification.
● Experience with scripting languages (e.g., Python, JavaScript) for automation.
● Understanding of data privacy regulations (e.g., GDPR, CCPA).
● Experience with cloud platforms (AWS, Azure, GCP).