Sr. Technical Analyst
Dallas, TX

Job Description

Overview

JDA's vision for the future is the creation of an Autonomous Supply Chain™. To achieve this vision, we have started the transformation to a SaaS platform. As we transform as a company and culture, our needs for talent are evolving as well.

JDA is searching for a Sr Technical Analyst to join the Supply Chain Planning Support Services Team in Dallas. This person will be responsible for troubleshooting and resolving software and technical issues as well as creating knowledge-based articles. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment. The ideal candidate will have exceptional communication skills (written and oral), experience working in the IT or Software industry, effective collaboration skills, excellent prioritization skills, and attention to detail with a strong drive for success.

Responsibilities

* Work as a support team member to utilizing technical skills and product expertise helping to resolving 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.

Qualifications

* Bachelor's degree is required. Major in CS or Engineering is preferred.
* 3-6 years of software product problem debugging experience with database background
* Experience in Product/Application Support of Supply Chain Planning solutions preferable
* Technical experience working with JDA products preferred specifically, JDA Supply Chain Planning solutions
* Functional knowledge of i2 ABPP, CSE, JDA SCPO Platform a major plus
* Experience with Oracle database and/or WebLogic, Java preferred
* 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
* 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
* 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.