QAD Digital Commerce is a growing Web Development Technology Company, developing cloud-based software for businesses in the areas of online commerce, online marketing, and web design.
A Functional Analyst conducts analysis on reported application issues from global customers and partners, offering solutions through consultations with relevant subject matter experts within the support organization. With their experience and expertise, they are responsible for handling application issues of medium complexity across multiple areas. They manage the routing of incidents from global customers and partners through various channels, while ensuring compliance with support processes and guidelines, exercising a reasonable level of independence. Occasional consultation with senior support consultants or team leads may be necessary for support process queries or application-related issues. Functional Analysts also serve as designated mentors for associates and juniors in the team, and they are expected to continuously improve their application knowledge through on-the-job learning and participation in online or classroom training. This role offers significant growth and learning opportunities, collaborating with a talented team committed to innovation and advancing the company.
As a 24x7x365 organization, work on different shifts including night shifts, work on holidays and on-call responsibilities are required.
Note: The role will require the person to support in night shifts ( 6 pm IST to 3 am IST)
Responsibilties:
Purpose of Job:
Continual Improvement and Key Personal Skills Required
Professional degree: BE/ B Tech/ MCA/BSC-IT, Computer Science. University/Bachelor’s Degree in Business, Accounting. Logistics, Production Operations/Manufacturing Management, Information Technology or related field, or equivalent experience.
Graduate Program (MBA, MIB or Masters): Would be an advantage
ITIL Foundation certification V4 or equivalent experience.
Intermediate knowledge of IT Service Management principle, best practices and frameworks like ITIL and experience with JIRA is required
Experience with working in multinational, multi-cultural teams (desirable).
Multi-tasking, good communicator, eager to learn
Minimum 3 - 5 years in the software, manufacturing, distribution or accounting industry is preferred. Experience using or supporting business software applications. Prior success in a Customer Service/Support capacity.
Knowledge of basic technical concepts is preferred (Unix, Windows NT, Internet, networks, Progress or Oracle). Programming code for troubleshooting is a big plus (C, C++, Unix, Progress, Oracle, SQL, Java, or XML).
RDBMS: MySQL, Frontend: Javascript, CSS, HTML, Digital Science
Good Analytical & Technical skills and ability to understand the business needs.
Good communication in English (written and verbal) is required.
You have good analytical & collaboration skills and have a passion to solve customer issues. You have a positive and calming approach, to diffuse an escalated situation or irate customer.
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