Job Description

Role: Kinaxis Resource

Location: Pittsburgh, PA (Remote)

Type: Contract

NOTE: As per client expectations, ideal candidates will be a Planet Together SME with experience in Kinaxis.

Description:

• PSG is looking to establish Level-3 support to resolve incidents that cannot be resolved by the internal PSG IT team for Kinaxis, PlanetTogether, and the integration between them.

• Below are the details of the request.
• Minimum 5+ years of experience

Tier-3 Support Request:

• We are requesting comprehensive Tier-3 support services to ensure the smooth operation and continued optimization of our Scheduling tool, PlanetTogether, and the Kinaxis/PlanetTogether integration. The vendor will be responsible for the following tasks:

Troubleshooting and Issue Resolution:

• Diagnose and resolve any issues related to the Accelerator (Kinaxis Composite Workbooks and Scripting) responsible for loading data from Kinaxis into PlanetTogether.

Customization Support and Fixes:

• Address issues related to customizations implemented for Client within PlanetTogether and the Accelerator. Apply necessary fixes to ensure the custom functionality operates as intended/designed.

Version Upgrade Testing and Adjustments:

• Test new PlanetTogether version upgrades for compatibility with existing systems and custom logic. If PlanetTogether releases a standard solution that replaces a previously implemented custom solution, the corresponding custom logic must be removed as part of the upgrade to ensure system efficiency.
• Capped at two version upgrades per year.
• We expect the vendor to provide timely and proactive support to ensure the stability of our integration and facilitate seamless upgrades in alignment with the Service Level Agreement (SLA):

• SLA Response Times:
• Business-Critical Issues:
• Reaction Time: 2 hours
• Resolution Time: 8 hours
• Non-Business-Critical Issues:
• Reaction Time: 8 hours
• Resolution Time: 16 hours

• Continuous Improvement: Not the scope of the Tier-3 support
• Allow each site to enhance the functionality, capped at one per quarter.

Scope:

• Coverage for 2 Plants: Greenville, NC; Ferrentino, Italy
• Expected service hours during the US business hours: 9:00 AM ET to 5:00 PM ET and CET, Monday through Friday, excluding holidays.

Job Tags

Similar Jobs