Business Intelligence and Warehouse Management System Help Desk

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Overview

We are seeking a dedicated and skilled Business Intelligence (BI) and Warehouse Management System (WMS) Help Desk professional to provide administrative-level support for our Power BI and home-grown WMS user base. This role is critical in ensuring seamless operation, troubleshooting, and user support for both systems, enabling our teams to leverage data-driven insights and efficient warehouse operations.

"This is not a remote position."

Key Responsibilities

• User Support for Power BI:
  • Assist users with accessing, navigating, and utilizing Power BI dashboards and reports.
  • Troubleshoot issues related to data visualization, report generation, and connectivity to data sources.
  • Ensure users understand best practices for data analysis and reporting within Power BI.
• User Support for Home-Grown WMS:
  • Provide administrative-level support for our proprietary WMS, addressing user inquiries and resolving system issues.
  • Assist with user account management, permissions, and system configurations.
  • Troubleshoot WMS functionality, including inventory tracking, order processing, and workflow issues.
  • Collaborate with the development team to escalate and resolve complex technical issues.
• Training and Documentation:
  • Develop and deliver training materials for Power BI and WMS to enhance user proficiency.
  • Create and maintain user guides, FAQs, and knowledge base articles for both systems.
  • Conduct one-on-one or group training sessions to onboard new users and improve system adoption.
• System Administration:
  • Monitor system performance and ensure data integrity in both Power BI and WMS environments.
  • Assist with data imports, exports, and integrations between the WMS and other systems.
  • Support administrative tasks such as report scheduling, dashboard maintenance, and user access control.
• Issue Resolution and Escalation:
  • Log, track, and resolve support tickets in a timely manner using a help desk ticketing system.
  • Escalate unresolved issues to the appropriate IT or development teams with detailed documentation.
  • Follow up with users to ensure issues are fully resolved and satisfaction is maintained.
• Continuous Improvement:
  • Gather user feedback to identify pain points and suggest improvements for both Power BI and WMS.
  • Collaborate with stakeholders to implement enhancements that improve user experience and system efficiency.

Qualifications

• Education and Experience:
  • Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
  • 2+ years of experience in a help desk or technical support role, preferably supporting BI or WMS systems.
  • Hands-on experience with Power BI, including report.
  • Familiarity with warehouse management systems, inventory processes, or supply chain operations.
• Technical Skills:
  • Proficiency in Power BI (dashboards, reports, data connections).
  • Basic understanding of SQL for querying.
  • Experience with a home-grown or proprietary software system is a plus.
  • Knowledge of data warehousing concepts and ETL processes is preferred.
• Soft Skills:
  • Excellent communication and interpersonal skills to interact with users at all levels.
  • Strong problem-solving skills with a proactive and customer-focused approach.
  • Ability to explain technical concepts to non-technical users in a clear and concise manner.
  • Detail-oriented with strong organizational skills to manage multiple support tickets.
• Preferred Qualifications:
  • Experience with ticketing systems (e.g., ServiceNow, Zendesk, or similar).
  • Background in warehouse operations or logistics.
  • Certification in Power BI or related BI tools.

Work Environment

• Full-time position with standard business hours; some after-hours support may be required.
• Hybrid or on-site work, depending on company requirements.
• Collaborative team environment with opportunities to work with cross-functional teams.

Why Join Us?

• Opportunity to work with cutting-edge BI tools and a custom WMS that drives operational success.
• Be part of a supportive team committed to innovation and user satisfaction.
• Grow your technical and customer service skills in a dynamic and fast-paced environment.

Application Process

To apply, please submit your resume and a cover letter detailing your experience with Power BI, WMS, and help desk support. We look forward to hearing from you!