Support Analyst

Infosys - Support Analyst

Position Overview:

We are seeking an experienced Axiom Support Analyst or ERP analyst with MES expertise to provide functional and technical support for the Amtech Axiom ERP ecosystem used across corrugated manufacturing plants. The ideal candidate will have hands-on experience in Axiom modules (Order Entry, Scheduling, Manufacturing, Shipping, Invoicing), JCron automation, ECL/EDI processing, user access management, production data integrity, and troubleshooting plant‑floor operational systems.

This role requires strong problem-solving skills, deep understanding of Axiom business processes, and the ability to collaborate effectively with operations, IT, and vendor teams to ensure stable and accurate system performance.

Technical Skill Set:

Axiom & Amtech Ecosystem

Axiom ERP (Order Entry, Scheduling/Solutions, Shipping, Invoicing, Master Data, Waste Tracking)

Axiom Setup Manager / SM4

Axiom–SAP Integration, ECL customer files, ASN/invoice flows

JCron automation (order processing, reporting, SAP/ECL/plant jobs)

EDI/ECL troubleshooting through Axiom file reviewer

Fusion workflows (file transfers, aliases, AD‑based access)

Reporting & Printing

BIRT report design & troubleshooting

Crystal Reports (load tags, custom reports)

Printer routing, tag generation, roll/load tag troubleshooting

SQL basics for data validation

Infrastructure & Access

Windows Server basics (TomEE, JCron directories, logs)

Active Directory concepts for access, LDAP dependencies

ServiceNow for provisioning, incidents, approvals

CyberArk / Alero vendor access (preferred)

Optional / Nice-to-Have

PowerShell knowledge for automation and CFR scripts

Knowledge of roll stock management, PLC interfaces, or MES concept

Responsibilities:

A day in the life of an Infoscion:

Interface with plant operations, planners, schedulers, shipping teams, and finance to resolve system issues and ensure high user satisfaction.

Provide L2/L3 support for Axiom modules including Order Entry, Scheduling (Solutions), Manufacturing, Shipping, and Invoicing.

Troubleshoot JCrons: monitoring, restarts, configuration validation, and diagnosing failures across SAP, ECL, plant reporting, and reconciliation jobs.

Analyze and resolve ECL/EDI issues: file failures, customer file mismatches, loader resets, Fusion workflow failures, and directory handling.

Maintain master data accuracy: Customers, Ship-To, Price Lists, Chain of Custody, Paper Codes, Component Types, Board Combinations.

Support shift calendar configuration, Ops Report data integrity, downtime code hierarchy, and waste tracking processes.

Assist with printer configuration: tag printers, routing logic, label failures, and report output issues.

Manage Axiom access rights: menu permissions, group profiles, secure menus, and audit compliance.

Support ServiceNow workflows for user provisioning, deactivation, access modifications, and documentation.

Participate in change management, testing, and validation for Axiom upgrades, patches, and enhancements.

Perform regression tests post-upgrade: login validation, menu access, Jcron health, report checks.

Review and resolve recurring issues: loader resets, shift calendar misconfigurations, data refresh failures.

Document SOPs, KT materials, known issues, and troubleshooting guides for continuous improvement.

Coordinate with Amtech vendor support for escalations, logs, and plant‑critical issues.

Skills:

Strong knowledge of Axiom ERP processes across manufacturing, shipping, and financial flows.

Experience supporting JCrons, Axiom logs, and automated workflows.

Understanding of file-based integrations (EDI/ECL, SAP interfaces, Fusion).

Familiarity with core production concepts: finished goods, roll stock, downtime, waste/scrap.

Ability to troubleshoot plant-floor issues involving scheduling, data integrity, and printing.

Competency in analyzing logs, configuration files, directory structures, and workflow failures.

Understanding of audit/control requirements for user provisioning and system access.

Strong documentation and KT delivery capabilities.

Competencies:

Excellent analytical and problem-solving skills.

Strong verbal and written communication abilities.

High ownership mindset with ability to work autonomously.

Ability to collaborate with cross-functional teams — Ops, IT, Security, Vendors.

Comfortable working with distributed plant teams and supporting mission-critical operations.

Strong attention to detail and ability to work in fast-paced manufacturing environments.