Job Title: Technical Analyst (BI)
Job ID #: 6095
Location: Canada, ON, Waterloo
Job type:Full-time
Deadline:05/09/2013
Functional Area: Standard Support Department: Corporate
Position Type: Regular
Education Required: Bachelors/3 year Degree
Experience Required: 5 years + Relocation Provided: No
Region: Americas
Position Description
Who we are:
OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.
OpenText provides solutions across the entire range of core EIM capabilities – sophisticated, secure, high-value, and cost-effective – onsite, via mobile devices, private cloud, or in the cloud.
What is this role?
The OpenText BI (Business Intelligence product) Technical Analyst team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the ECM (Enterprise Content Management) suite of products within complex customer environments, while suggesting techniques and tools for application development.
The successful candidate will be working in a highly functioning team consisting of Technical Analysts and Senior Technical Analysts that work effectively together to reach a common goal.
What you will be doing:
• Representing OpenText acting as first point of contact for all technical inquiries regarding BI and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
Position Requirements
What does it take?
• 2 – 5 years previous experience working within a technical support environment
• University/College degree within a related discipline or equivalent work experience
• Solid foundation working with Windows OS, and scripting, SQL scripting
• Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
• Experience working with relational DBMS, preferably MS SQL Server and Oracle
• Knowledge and experience working with Active Directory Services and LDAP are an asset
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Proven experience working in a fluid environment that is ever growing and changing
• Strong ability to multi-task and prioritize work effectively
• Positive attitude, patience, understanding, dedication and commitment
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
How to Apply:Click here
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