Sr Product Specialist

In this role, you will be a trusted technical advisor to our customers and management. You will be working with a highly skilled and experienced Servigistics Technical Support team who are the voice of our customers. You will work cross-functionally; advocating on the customers behalf to ensure a positive customer experience.

Day-To-Day:

• Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations

• Provide solutions and/or workarounds to resolve difficult/complex technical issues

• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions

• Provide support for customer escalated cases, if required

• Ensure continuous knowledge transfer and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards

• Take responsibility for continuous improvement and development by participating in training/workshops as required

• Manage assigned cases; utilizing Sales Force to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables

• Practice and support our ISO 9000 processes

• Provide backline support by collaborating, assisting, and sharing knowledge with local and cross functional teams as needed

• Work with peers worldwide to provide first class support for mission-critical customer issue

• Address enterprise down situations with utmost priority to ensure high availability of Application services provided to customers as per the defined SLA.

Preferred Skills and Knowledge:

• Experience with SQL for Oracle and SQL Server databases

• Working knowledge of ETL tools like Informatica/IICS/Kettle (Pentaho Data Integration) to help resolve issues with the nightly batch jobs.

• Experience with Open-Source Technology (such as Apache Web-Server, Apache Tomcat)

• Solid understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security

• Broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, app server configuration, performance tuning, installation, migration, and upgrades

• Experience in implementation or support of enterprise business applications on Java technology

Preferred Experience:

• Available to work 24x7 and willingness to support weekend shifts when scheduled

• Exposure to implementation, support, consulting, or development in enterprise business applications.

• Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations

• Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware)

• Able to develop a coherent plan of action that meets everyone s needs to resolve a given situation as quickly as possible

Basic Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or Engineering with 1.5 to 3 years of work experience.

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