Product Analyst - Layered Applications

About Us:

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We dont just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. Its an exciting time to work for VitalEdge join us!

Position Overview:

The opening is for our Layered applications Product support analyst that supports E-Emphasys Layered applications on various versions across customer and its integration with internal applications including 3rd party systems. You will be responsible for ensuring issues are analyzed, responded to and resolved on time. As a Product support analyst, you will be responsible for making sure SLAs are adhered to and required coordination across other support team(s) and 3rd party vendors (if required).

Responsibilities:

• Managing day-to-day support services (issue assignment, tracking and supporting team in resolution) ensuring that all customer issues are prioritized and resolved in a timely manner
• Enhance as required and Operationalize Standard Operational Procedures (SOPs)
• Be available and support any planned and unplanned weekend activities
• Identify recurring technical support activities and proactively plan solutions to prevent issues requiring support
• Facilitate calls and escalated issues with Clients and other team(s)
• Daily / Weekly / Monthly Reporting on KPIs

Required Skills & Education:

• 4+ years of experience supporting Web & Mobile applications based (Preferred - Infor ERP LN, XI, InforOS and other Infor supporting application stack) or any Dealer Management Systems
• Good analytical and troubleshooting skills.
• Good verbal and written communication skills
• SQL knowledge will be an added advantage
• Working in rotational 24 X 7 shifts to cover support windows across customers
• Multi-task with superior decision-making, excellent analytical and problem-solving skills: the ability to analyze and interpret logs quickly and efficiently
• Problem solving approach and identify opportunities for processes improvement
• Excellent verbal and written communication skills

VitalEdge is an Equal Opportunity Employer