IT Tickets

Job Title: IT Systems & Integrations Manager

Location: Remote (International Candidates Welcome)

About Waiakea: Waiakea is a fast-paced, growing beverage company that leverages

technology to deliver its products/services globally. We are committed to innovation and

efficiency, and our IT infrastructure plays a crucial role in our success. We are seeking a

talented and experienced individual to join our team and help us streamline our IT operations

and system integrations.

Position Summary: The IT Systems & Integrations Manager will be responsible for overseeing

and optimizing Waiakea's IT support ticketing system and managing the integration of various

software applications and systems across the organization. This role requires a strong

understanding of IT service management principles, excellent problem-solving skills, and a

proven ability to work with diverse teams and technologies. A critical component of this role will

be expertise in managing Electronic Data Interchange (EDI) and Application Programming

Interface (API) integrations, particularly with platforms like SPS Commerce and Celigo. While

potentially based internationally, this individual will focus on process, coordination, and ensuring

seamless data flow, rather than direct ownership of all root access credentials.

Key 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 , 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 understanding of cultural nuances is a

plus.

Desired (but not required) Skills/Experience

● 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).

Why Waiakea

● Opportunity to work with a dynamic and growing global company.

● Collaborative and supportive team environment.

● Flexible remote work arrangement.

● Opportunity to make a significant impact on our IT infrastructure and operational

efficiency.

Job Type: Full-time

Pay: Php60, Php100,000.00 per month

Benefits:

• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work from home

Experience:

• NetSuite: 2 years (Required)
• Celigo: 2 years (Required)
• Systems Integration: 3 years (Required)

Work Location: Remote