JDA Customer Support Analyst in Scottsdale, Arizona

Customer Support Analyst

Tracking Code

182726AZCH

Job Description

About JDA Software, Inc.

JDA Software is the leading supply chain software provider powering today’s digital transformations. We help companies optimize delivery to customers by enabling them to predict and shape demand, fulfill faster and more intelligently, and improve customer experiences and loyalty. More than 4,000 global customers use our unmatched end-to-end software and SaaS solutions to unify and shorten their supply chains, increase speed of execution, and profitably deliver to their customers. Our world-class client roster includes 75 of the top 100 retailers, 77 of the top 100 consumer goods companies, and 8 of the top 10 global 3PLs. Running JDA,you can plan to deliver. www.jda.com

Position Title

Customer Support Analyst (Functional Analyst) - Transportation Management Solutions

Location

Dallas, TX, or Scottsdale, AZ

Overview

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

The Functional Analyst will act as a liaison between customer and other JDA teams. Exhibit a commitment to customer service while building customer partnerships. Successfully understand, triage, and work customer issues, conducting any necessary research or team collaboration.

Responsibilities

  • Acts as a liaison between Support Services, Product Management Group, and Consulting Services team and across products

  • Flexible to work 24x7 on call one week per month for extreme emergencies / critical site down issues

  • Understands, 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

  • Utilizes support tools (i.e. WebEx) to expedite case resolution

  • Gathers requirements and assists 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

  • Participates in Corporate Special Projects as tasked by Management

  • Provides advice to customers and product / implementation teams regarding industry best practices and process methodology

  • Provides functional support during a customer’s product implementation and "go-live" periods

  • Understands the business features and functionality to be provided by the product

  • Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining assigned caseload

  • Works as a support team member to utilize problem solving skills to resolve customer software issues

Required Skills

  • Bachelor's degree; major in Computer Science or Engineering or Supply Chain major preferred

  • Experience using Transportation solutions either in a support or consulting role, or user role

  • Experience working with JDA products preferred, specifically, JDA Transportation solutions

  • Experience with SQL query

  • 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

  • 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

  • Demonstrates an Inquisitive nature, is a creative problem-solver, open to new ways of doing things

  • Experience supporting Cloud and/or SaaS solutions preferred

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 outhere.

Let’s Socialize

Join the conversation online by connecting and following us on Twitter @JDASoftware @JDACareers and Facebook (http://bit.ly/9s2DVE), and LinkedIn (http://bit.ly/2rV4Kue) Also, check out JDA's blog - Supply Chain Nation - the platform for supply chain trends and innovations athttp://blog.jda.com.

*LI-AD1

Job Location

Scottsdale, Arizona, United States

Position Type

Full-Time/Regular