Cloud Maintenance Engineer Steelwedge
Department: Cloud Services
Reports to: VP, Cloud Services
This position is responsible for supporting and partnering with both internal and external customers utilizing the Steelwedge S&OP application in our 24x7 Cloud Environment. This position depends on partnering to understand customers business activities and resolving issues they may have utilizing the Steelwedge software but also suggesting ways to better take advantage of Steelwedge products.
Essential job functions:
Respond to tickets submitted by customers both internal and external
Provide Level 1 and Level 2 technical support
Maintain status of all issues in ticketing system
Provide metric reports on customer systems health
Provide trend information watching for usage patterns that could signal customers not fully utilizing the product
Work with customer to understand their data and suggest best practices for meeting their requirements utilizing the Steelwedge software
Create templates and reports that customer can utilize to take greater advantage of Steelwedge software
Interface with the operations team for installation of service packs or detailed troubleshooting of issues.
Own responsibility of the work being assigned
Education and job experience:
Minimum of 3 years experience as a business analyst or technical support role on enterprise class software
Must be able to participate in a rotating work schedule that can on occasion include weekends or nights.
Knowledge of Supply Chain processes required. Work with previous supply chain software desirable
Able to work independently and be creative with solutions
Strong knowledge of Microsoft Office Applications (in particular Microsoft Excel)
Must possess proficient English oral and written communication skills.
Must have ability to work with business customers, vendors, managers, and technical staff at all levels.
Must be highly flexible and respond quickly to all internal and external support/maintenance requests.
Some developer experience is helpful (scripting or coding)
Ability to multi-task and prioritize activities
Domain expertise in forecasting, demand planning, sales and operations planning (S&OP) processes within manufacturing environments
Experience with SQL is a plus
Physical abilities required:
Occasional Travel (10%)
Occasional rotating work schedule including nights and weekends. Primary hours though are Pacific Time daytime Monday to Friday.
||3875 Hopyard Road |
Pleasanton, CA 94588