Technical Solutions Analyst lll

Job Description:

This position is responsible for providing support to customers using new and emerging technologies. This is a customer-facing role during pre and post implementation launches and must have a solid understanding of all Vertex offerings to act as an escalation point for complex issues. An adept understanding and intermediate expertise in the areas of network issues, API, MSSQL, Oracle, Java, Linux, Postgres and Hana/DB2 is needed. We have two shifts available: 8:00 am - 4:00 pm EST and 12:00 pm - 8:00 pm EST. Strong consideration will be given to the ability to work the afternoon shift - Monday through Friday from 12:00 pm - 8:00 pm EST.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, and high volume web services.
• Subject Matter Expert in one or more of the following areas: Database technology (Oracle, SQL Server, Postgres, DB2, Hana), Java, XML, web services, ERP's, network architecture, database or application performance issues.
• Perform as a final escalation point for highly complex, visible, and sensitive client issues.
• Drive positive results in Customer Experience through timely response, and positive interaction.
• Communicate customers’ needs and requirements to other Vertex employees and teams.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.
• Act as a Customer Support liaison during implementation of customer programs to understand product, usage and technology for post-implementation support.
• Provide ongoing support and troubleshooting for installed technical solutions by analyzing a chain of events and applying technical knowledge, following established procedures and standards.
• Ability to work within the direction and expectations of the Customer Support Work Center.
• Work closely with Vertex emerging products and emerging technologies to understand and implement support processes.
• Work highly technical and sensitive issues through to a mutually acceptable resolution by accurately assessing the issue/situation and using critical and creative thinking.
• Build and leverage strong relationships with both internal and external customers.
• Receive highly complex escalations from Tier 2 analysts.
• Provide support as dictated by business drivers.
• Create, edit and maintain knowledge entries including best practices entries.
• Help drive positive results in Customer Experience through timely response, and positive interaction.
• Maintain all support shared systems (virtual environments, databases, and shared instances).
• When requested participates in other projects or duties.
• Occasionally goes the extra mile for assisting customers and users beyond typical role expectations and requirements from Technical Solutions Analyst III when possible. (Engagement on customer calls after hours, frequently assisting other internal users with their cases, routinely and proactively speaks to customers before their issue becomes escalated due to resolution delay, ect)
• Functions as an internal escalation point from within the Tech team to be able to direct other agents towards resolutions, sharing knowledge and links of how to find answers to common issues with internal staff.
• Regularly receives positive feedback and kudos from both internal and external sources on a repeat basis.
• Provides technology expertise, work leadership, and assistance to all staff.
• Displays exceptional customer service skills towards our internal users and towards our customers. Showing an extra strong effort in making everyone they interact with feel as though whatever they came to the agent for just became their new top priority.
• Shows a standard ability to be at the level of expectation on all team metrics for pulse checks, setting the standards for on exceptional performance among their peers.

SUPERVISORY RESPONSIBILITIES: N/A

KNOWLEDGE, SKILLS AND ABILITIES:

• Experience with troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, and high volume web services.
• Experience with Data Security & Operations.
• Experience with LINUX and Web Programming, including HTTP programming, ICF, Framework, Web Services in ABAP (SOAP, WSDLs); JAVA programming.
• Experience with SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology is preferred
• Understand VM's, NAS, Unix, Shell programming and mainframe systems.
• Understand FTP scripting, ECG, TWS, etc.
• Understand Java and functional programming concepts.
• Deep understanding of and debugging experience with networking protocols.
• Excellent debugging skills in a wide variety of technologies and programming languages.
• Ability to network with key contacts outside own area of expertise.
• Ability to listen and understand information and communicate the same.
• Must possess strong interpersonal, organizational, presentation and facilitation skills.
• Must be results oriented and customer focused.
• Possess in depth understanding of Vertex customers use of the Vertex products.
• Strong desire to research and study new emerging technologies for consideration in future and ongoing development efforts.
• Understand internal proprietary information and distribute information appropriately.
• Write, edit and maintain technical knowledge base articles including best practices.
• Experience in handling customer escalations, and calmly working in stressful situations.
• Excellent analytical and creative problem-solving skills.
• Ability to work with minimal supervision; consulting management on an as needed basis.
• Ability to apply professional concepts, experience and company objectives in order to perform an in-depth analysis of situations or data to resolve complex issues in creative ways.
• Exercise a professional approach with others using all appropriate tools of communication; ability to adjust communication style and delivery to the audience.
• Ability to listen and understand information and communicate the same.
• Must possess good organizational skills.
• Must be results oriented, customer focused, and exhibit good interpersonal skills.
• Proficiency in Microsoft office packages.
• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax.
• This role covers the Vertex on-call duties on a rotational basis.

EDUCATION AND TRAINING:

• Bachelor's/Master’s degree in Management Information Systems or Computer Information Technology or related field required.
• Six (6) plus years of relevant industry experience.
• Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, big data driven backend systems.
• Experience with building and maintaining Big Data and Fast Data applications.
• Experience with Data Governance, Security & Operations.
• Experience with Web Programming, including HTTP programming, ICF Framework, Web Services in ABAP (SOAP, WSDLs); JAVA programming; SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology
• Experience in handling customer escalations, and calmly working in stressful situations.
• Or equivalent combination of education and/or experience

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.