About SymphonyAI
SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.
Job Description
Job Summary
We are seeking an experienced SCM Sr Consultant with strong expertise in GOLD ERP systems and retail supply chain operations. The ideal candidate will play a critical role in stabilizing production systems, supporting post‑go‑live Hypercare, and driving rapid issue resolution by collaborating closely with Business stakeholders, IT teams, and SCM vendors.
This role requires exceptional analytical skills, ownership, and the ability to perform under pressure in high‑visibility production environments.
About the role
Production Support and managed services
- Monitor production environments, triage incidents, and resolve issues within agreed SLAs for SCM and ERP implementations.
- Conduct root‑cause analysis and implement permanent fixes for recurring issues.
- Drive end‑to‑end resolution by coordinating across Business, IT, infrastructure, and vendor teams.
ERP & SCM Functional Expertise
- Provide functional and technical support for GOLD ERP modules such as:
- Merchandising
- Inventory Management
- Replenishment
- Supply & Demand Planning
- Warehouse Operations
- Manage data flow validations, integration checks, and interface troubleshooting.
- Ensure system changes align with business processes and retail supply chain best practices.
Stakeholder Collaboration
- Engage directly with Business users to understand operational challenges and priorities.
- Work with IT application teams for bug fixes, enhancements, and environment validations.
- Liaise with SCM vendors and third‑party solution partners for timely issue resolution and patch delivery.
- Facilitate discussions between multiple stakeholders to align expectations and outcomes.
Incident Management & Communication
- Track, escalate, and communicate high‑priority issues to leadership and business stakeholders.
- Maintain documentation, SOPs, and knowledge base articles for smooth transitions post‑Hypercare.
- Provide periodic updates, reports, and dashboards on incident status and system performance.
Continuous Improvement
- Identify automation, process optimization, and configuration enhancement opportunities.
- Recommend improvements in system stability, performance, and user experience.
- Support business teams in UAT, training sessions, and adoption of new functionalities.
About you
- 5–7 years of experience in Supply‑Chain / Retail production support or Hypercare projects.
- Strong hands‑on knowledge of GOLD ERP (Symphony Retail / SR) or similar SCM platforms.
- Expertise in SQL/PL‑SQL for issue investigation, data corrections, and analysis.
- Understanding of integration flows, APIs, XML/JSON‑based transactions.
- Strong analytical, troubleshooting, and problem‑resolution skills.
- Excellent communication skills with ability to work with business users and technical teams.
- Ability to handle pressure, manage escalations, and multitask in dynamic environments.
Preferred Skills
- Experience working with global retail customers (ASIA markets preferred).
- Exposure to post‑go‑live support, Hypercare governance, and SLA‑driven environments.
- Knowledge of service management tools (CRM, ServiceNow, or equivalents).
- Familiarity with supply chain analytics, cloud environments, or ERP implementation cycles.