Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally.  Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO ARE WE LOOKING FOR

Asia-Pacific Latin-America (APLA) is a multi-cultural, growth Geography that is seeking a Logistics Customer Support team member in our Pacific Territory with both functional logistics/warehousing knowledge and technical expertise. The role will be based full time, onsite at our Nike logistics center in Ravenhall, Melbourne, Australia.

We are looking for a seasoned professional who has experience in supporting enterprise level infrastructure and software related platforms and technologies within a logistics centre.  You will have a proven track record of working within an Omnichannel facility, implementing new systems as well as modernization initiatives focused on both cloud and onsite services, materials handling equipment (MHE), robotics and automation capabilities to drive speed and efficiency. 

This role has support responsibility for all operational software, systems and infrastructure related matters, supporting both Nike Logistics staff, contractors, vendors and third-party logistics resources. This professional will work in close partnership with other Technology functions in the delivery of new or enhanced systems and services to the Nike Pacific business, both via wholesale and digital Channels.

Critical to this role is an understanding of our software and hardware solutions on site, obsessing over how products are performing in production and working closely with our Production Support organization as well as product owners to assess incident and problem trends impacting the business. Experience leading an incident management process, coordinating the smooth and timely resolutions of all technical incidents on site, tracking closely to defined SLAs and performance metrics is considered a must have skill.

This role must be proactive and have strong interpersonal skills to build strong partnerships with cross functional stakeholders. Having a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication while taking ownership of service is key. 

To be successful, the candidate will primarily need to have strong background in Logistics Centre infrastructure. Functional and technical experience in Warehouse Management Systems is greatly valued, particularly skill in managing through implementation and integration of new systems and Go Live phases. Additional experience in transport management systems and an understanding of the integration process is a plus. Experience in other end-to-end supply chain technologies such as SAP ERP, demand and supply management, customer and consumer order, fulfillment, inventory, is considered an additional bonus. You will also need the ability to adapt quickly, learn new technologies and identify needed adaptations to meet local market needs.

WHAT WILL YOU WORK ON?

As a Logistics Customer Support team member, you will be responsible for leading the incident management and service delivery. You will use your broad background in IT service management to design and deliver IT operation services. Important to the role is the ability to identify, evaluate, and execute IT operation service requirements and solutions. In addition, you should be able to communicate with business stakeholders and project teams on IT operation service management and transition.

You will manage daily operation services, production support of warehouse management system in the warehouse and handle everything from Warehouse Management System (Manhattan Active), L1/L2 & End User Computing support, all warehouse infrastructure to AV systems and work with the Operations & Logistics team to ensure end-to-end management of incidents.

You will need strong communication skills to maintain relationships & communicate with warehouse cross functional teams, understand what business needs are and work with operations on solution delivery while contributing in regular meetings to communicate project/operational statuses, identify any potential bottlenecks and continuously manage expectations of stakeholders, seeking always to optimize their experience.

You will track SLAs and performance metrics, monitor trends, and benchmark to better serve Nike’s business. You will operate with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services.

WHO WILL YOU WORK WITH?

Reporting to the TechOps Manager, you will be part of the Logistics Centre Support team and closely work with both local and global Technology and Operations functions. You will also closely interact with third party warehouse stakeholders to help to execute overall business plans.

WHAT YOU BRING

• Bachelor’s degree in computer science, Information Systems, Business, or other relevant subject area. 

• 5+ years of supply chain technology experience

• Proficient in logistic center warehouse system management.

• Experience supporting and aligning technology with the business in a large global environment.

• Experience leading Incident management (ITIL) and trend analysis, as well as service level management.

• Proven track record of being results oriented with demonstrated ability to achieve aggressive goals.

• Strong relationship building and networking skills.

• Exceptional communication skills, including the ability to gather relevant data and information, and use that as a key business driver for our Technology Portfolio.

• Demonstrated experience working with key senior business leaders and developing a strong relationship bridging technology and business together.

• Project leadership experience for leading and driving technology initiatives.

• Service Delivery experience working with vendors.

• Experience with the infrastructure technologies: Cloud, Networking, Server, Storage, Audio/Video, Client compute engineering.

• Fluency in English, Exceptional communication skills, including the ability to gather relevant data and information, and use that as a key business driver for our Technology Portfolio.

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