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Company Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

What you will do

As a System Analyst you will act as the 3rd line of support in between L2 (Resolver Layer) and R&D. You will have a strong customer centricity perspective, enabling Customer Support to improve the quality of Defects submitted to R&D. You will be the customer advocate, championing their issues and ensuring the customer is kept up to date during the assessment and coding of defects.

 

What you will do regarding defects:

Thoroughly review the quality and priority of Defects before sending them through to R&D/Product Management

Review Defect backlog, ensuring no duplicates and correct prioritisation assigned

Deliver workarounds where applicable to downgrade the criticality of a given Defect

Work with R&D/Product Management to determine how the functionality in the application should behave.

Assist R&D/Product Management with troubleshoot defects as they step through source code debugging sessions

Test released Hotfixes’ from R&D/Product Management

Collaborate with the other members of the L3/Tier3 team (including PSM’s) to determine the sequencing of issues to be corrected by R&D/Product Management

Verify defect documentation from Tier 1/2 is complete and that the steps are easy to follow ensuring successful reproduction of defects

Provide feedback to customer support agents and management to ensure documentation standards are kept to the required standard

Work closely with customers to understand the criticality of defects and their business case

Ensure ServiceNow and Azure DevOps is monitored and updated for your module

Manage the Known low impact defects forum for your product area

 

What else you will do:

Take part in remote sessions with Support Consultants, Professional Services or Cloud Engineers to troubleshoot complex customer issues

Assist Customer Support Managers with identifying areas of functionality in the application where Support Consultants may need extra training

Review new product changes/enhancements alongside Product Management and provide guidance with respect to training Customer Support on new functionality

Qualifications

Must have:

Thorough knowledge on a given ERP module - knowledge on other module(s) will be an asset

Strong communication skills and fluent in English (verbal and written)

Common knowledge of Microsoft technologies (Teams, Office365)

Strong analytical skills and out of the box thinking

Customer focused and a team player with a can-do attitude

 

Nice to have:

Knowledge or experience with ServiceNow

ITIL knowledge

Previous experience of working within Corporate IT

Additional Information

A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.

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Our commitment to you

Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. Thats why we make our hiring decisions solid based on merit, qualifications and current business needs. We invite you to be a part of this diversity and join our community!

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