Sr. Support Analyst
Open Sky Group is a global specialist in Blue Yonder (formerly JDA RedPrairie) supply chain platform. We offer a unique methodology of disciplined agility and a no-modifications approach that enables rapid implementation and upgrade of Blue Yonder WMS, WLM, WFM, and TMS for a faster return on investment. We help clients get the most from their supply chain technology investment by providing workable and stable solutions to supply chain software challenges. Open Sky Group is best known for its deep expertise with Blue Yonder WMS, a Tier 1 software system. Although each project has unique aspects, typical engagements include new Software Implementations, Upgrades, Replenishment and Slotting Optimizations, Material Handling and ERP Integration, and Parcel Systems.
Our mission is to deliver technology-enabled solutions that allow our customers to achieve more, often with less, while having the flexibility to adapt to change.
The Sr. Support Analyst is a key member of the Managed Services (MS) team. The MS team is responsible for the resolution of issues submitted by clients, monitoring of systems and answering questions about system capabilities. The Sr. Support Analyst works as a team member to resolve incidents submitted by clients or monitoring software to provide timely resolution. The team works to determine root cause and deploy preventative measures to minimize the number of reoccurring issues.
Requirements
- Monitor the incident queue and resolve incidents
- Escalate support incidents when appropriate
- Determine root cause and document resolution or training material
- Identify proactive opportunities and escalate to the Lead Analyst or manager
- Implement proactive solutions as directed by manager
- Provide clear and concise documentation
- Coach, train and mentor other analysts
- Support Lead Analysts, as requested
- On-call rotation to include nights and weekends
- Continue to learn new skills and stay current with technology used in the industry
Experience
- 3-5 years’ experience with JDA/Blue Yonder WMS/LMS configuration and custom development
- 3-5 years’ experience with JDA/Blue Yonder development tools including MOCA tracing, MOCA components, JDA database, Integrator and Reporting
- B.S. degree in Computer Science, Software Engineering, MIS or equivalent, preferred
- Working knowledge of warehouse operations
- Highly developed organization and analytical skills
- Ability to handle multiple priorities in a fast-moving environment
- Experience working with others as a contributing team member
- Experience with SQL and writing complex queries, preferred
- Experience with MS Windows operating systems, preferred
- Experience with Virtual Machines, preferred
Additional Skills, Abilities, and Attributes
- Strong communication skills, both verbal and written, with technical, business, and management staff.
- Ability to talk about technical concepts to people with differing backgrounds.
- Strong interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.
- Professional, organized, and the ability to prioritize and manage own workload.
- Adaptable, positive, and proactive.
- Strong customer service skills.
Work Location & Travel
- Candidate must be authorized to work in the US. Can live anywhere in the US.
- This is a home-based, full-time, exempt role.
- This position requires the ability to travel up to 10% by airplane and/or car, with overnights.
Physical Requirements
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- The employee is regularly required to talk and hear.
- The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- This position requires the ability to occasionally lift, carry or pull office products and supplies, up to 40 pounds.
- This position requires the ability to travel by airplane and/or car.
Benefits
Open Sky Group offers benefits including Health, Dental, Vision, Life & Disability Insurance, incentive compensation, a retirement savings plan with company match, as well as a flexible and fun work environment.
Annual salary range: $95,000. 00 - $125,000. 00.
The salary range information provided reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses, and other relevant factors.