Production Support Analyst

Universal Logistics Holdings•Northville, MI

About The Position

The Production Support Analyst role provides second and third-line technical and software support for critical production environments.

Bachelor’s degree in Information Technology, Computer Science, Business Systems, or related field (or equivalent work experience).
2–4 years of experience in production/application support, preferably in logistics, transportation, or supply chain environments.
Familiarity with enterprise systems such as TMS (Transportation Management Systems), WMS (Warehouse Management Systems), ERP, or similar platforms.
Knowledge of SQL including tables, data queries, stored procedures, views, and SSRS tools.
Strong knowledge of incident management tools (Freshworks, Jira, or equivalent).
Strong problem-solving skills with the ability to prioritize and shift priorities quickly.
Excellent communication and collaboration with technical and non-technical stakeholders.
Detail-oriented with strong documentation and organizational skills.
Ability to work independently.
Create brainstorming groups to collaborate on overcoming obstacles and developing effective action plans.

Monitor, troubleshoot, and resolve incidents/service requests in production systems, ensuring minimal disruption to business operations.
Train first level support when possible
Act as point-of-contact for system-related inquiries, escalating issues to development or infrastructure teams when needed.
Perform data corrections and updates, mitigating potential business risks and ensure operations can continue without interruption.
Perform deep-dive analysis to identify recurring problems and implement temporary and long-term solutions.
Create SQL scripts/stored procedures to update critical data due to software gaps.
Proactively track system health, job processing, and integrations to prevent downtime.
Provide timely updates to business units, operations teams, and leadership on critical incidents.
Ensure systems, workflows, and update requests align with ULH’s security, compliance, and data governance requirements.
Coordinate and perform system upgrades in a test environment.