Sr Technical Analyst

JDA Software in Roswell, GA

  • Type: Full Time
position filled

Position Title

Sr. Technical Analyst – Workforce Management

Location

Roswell, GA - required

Overview

The Sr. Technical Support Analyst is responsible for troubleshooting and resolving technical issues and creating knowledge-base articles. Act as product technical liaison between support and development teams. Communicate technical product and solution expertise to internal and external customer. Exhibit a commitment to customer service while building customer partnerships. Expertly utilize support tools (Sales-force, JDA Analyze etc.) to expedite case resolution. Follow operational guidelines for interacting with other associates. Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration. Use customer service, communication and problem-solving skills to solve inquiries from JDA customers. Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment.

The ideal candidate will have extensive hands-on Systems Administration experience, exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail with a strong drive for success.

  • Use customer service, communication and problem-solving skills to solve inquiries from JDA customers.
  • Prioritize and troubleshoot complex problems and provide complete solutions to ensure a high level of JDA customer satisfaction
  • Work as a support team member utilizing technical skills and product expertise resolving customer product issues.
  • Ability to log and respond to customer support requests via phone, e-mail, and web interface.
  • Coordinate weekly calls with the customer.
  • Exhibit a commitment to customer service while building customer partnerships.
  • Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
  • Communicate technical product and solution expertise to internal and external customer.
  • Provide updates and case statuses to customers and management.
  • Act as product technical liaison between support and development teams.
  • Follow operational guidelines for interacting with other associates.
  • Promote knowledge transfer to influence positive change and strengthen the team's performance
  • Fully document all case interactions and create documentation including Knowledge Base articles and expertly utilize support tools (WebEx) to expedite case resolution.
  • Stay abreast of the latest technology trends
  • Ability to work flexible hours, alternate shifts and the ability to carry a pager or cell phone as required by support team.
  • Required Skills

  • Experience in SQL Server and database administration with increasing levels of responsibility, SQL queries
  • Experience in Application Development.
  • Ability to review a problem analytically.
  • Debugging skills, testing skills.
  • Knowledge of release management.
  • PC application software knowledge of various packages, interaction and setup.
  • Must be well organized and able to handle multiple projects simultaneously.
  • Excellent interpersonal and communications skills necessary to work effectively with other members of the global support team.
  • Ability to manage customer expectations and empathize with a customer
  • Flexible to work in shifts.
  • Flexible to work on call and during weekends.
  • Excellent verbal and written (English language) communication skills.
  • Previous experience in retail domain
  • Preferred Skills:

  • Knowledge of C#/Java/JavaScript
  • Knowledge of Web Services/Web APIs
  • Knowledge of IIS. (Windows Servers)/ Apache.
  • Installation and Configuration of Web Applications.
  • Experience in Product/Application Support preferable.
  • Experience in Incident Management Tools.
  • *LI-AD1

    Our Values


    If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

    Check out JDA's blog - Supply Chain Nation - the platform for supply chain trends and innovations.


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