Position Overview:

This position is for a Technical Support Operations Analyst who will function for the Siemens Digital Exchange (S-DEX). The S-DEX is Siemens’ ecommerce marketplace that seamlessly connects our customers (buyers) to catalogs of Siemens and third-party sellers’ software products and services, where customers can try products for free, easily purchase products and services, access and lead their accounts, and chat with sales representatives.
A successful Technical Support Operations Analyst brings a strong eye for solving problems and customer obsession, as well as technical and software expertise. This position requires excellent technical, problem-solving, and interpersonal skills.
This position will require technical troubleshooting, and knowledge of supporting systems to be successful. Knowledge of data flows in e-commerce systems, experience with Salesforce, Payment Service Providers, API calls, SAP, IT Layer, SPLUNK, and others is preferred. The candidate should have a solid technical background to be able to successfully troubleshoot production issues.
Applicants should also have experience working directly with internal and external customers in a technical setting to research, troubleshoot, test and resolve issues. In addition, this position involves working with Product Managers, QA Analysts, Development and other Operation Managers in both resolving issues and proposing improvements to the buyer’s experience.
The Technical Support Operations Analyst role is a broad one where a candidate is most successful if they can scale in perspective from strategic vision development to tactical project management tasks.
This position is within the DEX team (DI SW CAS DCO DEX); Title of direct manager – Technical Project Manager – Adv.
Responsibilities:

Primary responsibilities of this position include:

• Provide Tier 2 support to resolve customer transaction issues using diagnostic tools and procedures

• Collaborate with QV, Development & Product Management in bug identification, issue resolution and feedback look for continual product improvement

• Perform RCA of issues through investigation, working with development and testing with an ownership mentality

• Participate on Operational Tool Scrum team to improve diagnostic tools

• Work directly with S-DEX customers to handle their needs as they progress with the buyer journey on S-DEX

• Anticipate bottlenecks, find opportunities, run risk and workarounds, and balance the business and user needs versus technical constraints

• Clearly and optimally communicate with all stakeholders including customers and management

• Drive process and operations tooling improvements to increase visibility, efficiency and output quality
Required Knowledge/Skills, Education, and Experience:

• BA/BS degree in Computer Science or equivalent practical experience (MBA is a strong plus)

• Hands on experience implementing software solutions, testing, troubleshooting, and providing support

• Knowledge of data flows in e-commerce systems, experience with SFDC, Payment Service Providers (PSP), API calls, SAP, IT Layer, SPLUNK, JIRA, Confluence, Content Management Systems

• Understanding of an agile development context

• Outstanding verbal and written communications skills with high attention to detail including detailed and effective customer communications

• Ability to work autonomously in a highly fast paced and often ambiguous environment, with attention to detail and organizational skills

• Analytical acumen, and relief generating and evaluating various forecasts, metrics, and analyses.

• Experience collecting requirements, contributing to functional details and test specifications, coordinating efforts to scope, schedule and deploy new features sets

• Ability to proactively identify upcoming risks, issues, and bottlenecks and problem solve that sometimes cross departmental boundaries

• Excellent time management, resource management and planning skills

• Ability to collaborate with internal and external customers of varying technical abilities

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

其他信息
语言要求：英语
行业要求：全部行业