Sr. Technical Analyst
Dallas, TX

Job Description

Sr. Technical Analyst

Job Description

JDA is looking for a Sr. Technical Analyst to join our Support Services group in our Dallas, TX office.

Description:

* Work as a support team member utilizing technical skills and product expertise to resolve customer product issues.
* Use customer service, communication and problem solving skills to solve inquiries from JDA customers.
* 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 customers.
* Ability to log and respond to customer support requests via phone, e-mail, and web interface.
* Exhibit a commitment to customer service while building customer partnerships.
* 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.
* Expertly utilize support tools to expedite case resolution.
* Ability to work flexible hours, alternate shifts and the ability to carry a pager or cell phone as required by support team.

Required Skills:

* Bachelor's degree in CS or Engineering. Masters preferred.
* Experience in software development is a plus.
* Previous experience in Retail domain.
* Technical experience with JDA products preferred specifically - Space and Category Management products.
* Functional knowledge of Intactix Knowledge Base a plus.
* Experience with Oracle and or SQL, .Net (VB.net and or C#), Web Applications (IIS, HTML, browser-specific behaviors/capabilities).
* Experience/Familiar with existing computer Operating System.
* Demonstrates strong analytical and problem solving skills.
* Ability to resolve complex problems with little to no guidance.
* Demonstrates excellent presentation and organizational skills.
* Demonstrates excellent communication skills (both written and verbal).
* Demonstrates the willingness and ability to take on and successfully resolve more complex issues in a timely manner from a technical perspective.
* Demonstrates strong ability to use technical debugging tools to resolve issues in an effective and efficient manner.
* Ability to manage customer expectations.
* Ability to manage multiple priorities.
* Working knowledge of maintenance/release processes.
* Demonstrates initiative and is inquisitive.
* Is a team player and works well in a highly active atmosphere.
* Demonstrates the ability to work independently without losing team synergy.
* Demonstrates customer service ethics and core values essential.

Job Location: Dallas, Texas, United States

Position Type: Full-Time/Regular

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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