BluJay Solutions jobs - Support Analyst

BluJay Solutions delivers supply chain software and services to the world’s most progressive retailers, distributors, freight forwarders, manufacturers, and logistics service providers. Transforming supply chain logistics with the BluJay Global Trade Network, we enable customers to unlock the power of more than 40,000 universally connected partners.

The Support Analyst is a member of BluJay’s Support Services Team, responsible for working with BluJay customers and resellers to manage and resolve incidents relating to our products and integration tools.

Primary activities include issue diagnosis, troubleshooting, and Level 1 & 1.5/2 incident management. The analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.

Level 1 & 1.5/2 incident management main categories: -

• System configurations
• User management
• Operational process issues
• Application functionality/Presentation Skills
• API - Interface issues from/to integrated various applications
• Maintain Known Error Database (KEDB) and Support related SOPs (Standard Operating Procedures – ITIL)
• Master data updates incl. exchange rates (monthly) or uploads.
• Good Knowledge on SQL queries and reports
• Application configuration
• Business Rules - e.g. making certain fields mandatory prior to processing
• Application Interface rules - both From and To
• Configure system codes - e.g. Milestone codes, container codes
• DDSM (Data Driven Service Management) - e.g. invoice printing, pre-alert
• Query Builder to fetch / configure in the application
  
  

Required Skills

• Demonstrated successful customer service experience with the ability to manage moderate to complex customer issues with calm, comfort, and ease
• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer
• Ability to take ownership of moderate issues/assignments and follow through to completion
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Effective oral and written very good communication skills
• Strong attention to detail and accuracy
• Ability to work independently in a fast paced technical environment
• Ability to function and contribute in team environment
• Effective time management and project management skills
• Must be willing to work flexible hours
• Familiarity with SCM software, the transportation industry, or custom brokerage, Finance / Freight Accounting System and Visibility application is a plus
• Minimum of 3 years’ experience working in a technical support environment and/or
• Associate degree or completion of technical college, with computer science focus
• Students for intern program or working towards their degree
• Good Knowledge on SQL, PL/SQL. SQL Certification
• Application Integration Knowledge – Integration API, EDI, XML, JMS, JAXB, Webservice
• Knowledge on FTP/SFTP
• Good Knowledge on databases and database management systems (SQL, MySQL, Oracle)
• IT Knowledge - Deployment, Migration, Patch Installation/upgrade, Backups
• ITIL / SOPs – Incident Management, Change Management, Risk Analysis, Risk Mitigation Handling Strategy and Release Management.