Product Specialist
Dallas, TX

Job Description

Overview

This Product Specialist will be a leader of the support services provided to a JDA Tier 1 customer. This individual will act as a liaison between the Tier 1 customer and other teams in JDA. The Product Specialist will have regular face-to-face customer engagement from stakeholders at the individual contributor level up through Directors and Vice Presidents. They will exhibit a commitment to customer service while building customer partnerships. Successfully understand and triage customer issues, conducting any necessary research or team collaboration.

Responsibilities

* Acts as a liaison between Support Services, Product Management Group, and Consulting Services teams and across products
* Flexible to work 24x7 on call one week per month for extreme emergencies / critical site down issues
* Demonstrates and adheres to best practices of all internal Support Services policies and procedures
* Ensures quantity and quality content in the Knowledgebase
* Escalates issues that may have a negative financial or relationship impact
* Expertly utilize support tools (Salesforce, Jira, WebEx, MS Teams, etc.) to expedite case resolution
* Gathers requirements and assist in the creation of courseware and documentation that meets JDA requirements
* Maintains positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in JDA Support
* Mentors team associates in product knowledge and triage techniques
* Participates in application forums on JDAUser.com
* Participates in Corporate Special Projects as tasked by Management
* Performs customer Health Checks
* Provides advice to customers and product / implementation teams regarding industry best practices and process methodology
* Provides functional and/or technical support during customer product implementations and "go-live" periods
* Understands the business features and functionality to be provided by the product
* Works in a cross-functional capacity to support quality design, development and testing
* Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload

Qualifications

* Bachelor's degree required with concentration in Computer Science, Engineering., or Supply Chain preferred
* 8+ yrs technical/functional experience with Warehouse and Transportation solutions, JDA (RedPraire) WMS preferred
* Experience in software development is a plus
* Experience with Oracle and SQL Server databases
* Ability to demonstrate strong analytical and problem solving skills
* Ability to resolve complex problems with little to no guidance
* Ability to demonstrate excellent presentation and organizational skills
* Ability to demonstrate excellent communication skills (both written and verbal)
* Ability to demonstrate the willingness and ability to take on and successfully resolve more complex issues in a timely manner from a technical perspective
* Ability to manage customer expectations
* Ability to manage multiple priorities
* Working knowledge of maintenance/release processes
* Demonstrates initiative and is inquisitive
* Ability to work simultaneously with multiple teams in a fast paced environment
* Demonstrates the ability to work independently without losing team synergy
* Demonstrates customer service ethics and core values
* 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

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