Kärcher North America
Job Description
Title: Technical Business Analyst, Service Management Solutions
Job Summary:
Reporting to the Manager of Enterprise Applications at Karcher North America and working in our TecServ division location in Blackwood, NJ, the Service Management Solutions Technical Business Analyst will be responsible for the support and enhancements of Karcher’s service management software solution and business processes. This includes learning all aspects of the Astea service management software solution, and providing all aspects of support to the end-user and IT communities at Karcher and TecServ. In addition, this individual will learn the core business processes of the TecServ service business, and be able to identify opportunities to improve efficiencies and automate the processes using technology. This position requires a mix of technical and business process analysis skills and an individual who can learn quickly on the job, is comfortable in fast-paced environments, and has excellent communication and facilitation skills.
Job responsibilities:
- Provide all production support activities for the current TecServ service management software solution (Astea). This includes responding to user help desk tickets to troubleshoot both technical and functional issues, and working closely with the vendor when required to jointly resolve issues.
- Work closely with application vendor (Astea) – submit help desk tickets, provide act as single point of contact between Karcher and vendor. Be able to provide required technical information to vendor to resolve issues and test potential solutions.
- Act as the “IT Expert” on the KNA Service Management solution (Astea) from both functional and technical aspect. Training will be provided on system functionality and technical concepts, as needed.
- Ability to understand all aspects of the KNA service business, and to be able to come up with innovative ways to leverage technology to drive administrative costs out of the process
- Support for TecServ Web Portal, including setting up users and customer accounts within the portal
- Assists in web portal demonstration to users and customers
- Assists with TecServ's refurbished equipment program and the administration of the equipment for sale on the TecServ Web Portal
- Plays main role in further development of Astea applications, Web Portal and Web Site
- Develop long-term reporting approach of service management data using Crystal Reports or other similar solutions
Required Skills:
- Experience with Astea or other service management software packages highly desired.
- Ability to apply and test vendor patches at the server and database level, following vendor instructions
- Ability to research error logs to resolve technical issues
- Ability to quickly learn new tools and software
- Crystal Reports reporting experience preferred
- Experience with SAP IDOCs preferred, but not required
- Experience with Windows Server, preferably Server 2003
- SQL Server (2005) maintenance and administration; ability to backup and restore databases as required
- Ability to write and run MS SQL queries
- Windows scripting/bat file creation
- Windows services
- Ability to work independently and with minimal supervision
- Experienced working with users to gather business requirements and translate them to system features and functionality. Ability to clearly and concisely document requirements and test cases in a functional design document.
- Ability to work independently given high-level tasks and goals, and to prioritize work.
- Ability to take end-to-end ownership of problems and issues and asking “Regardless of how it happened, what can I do to help fix the issue and mitigate the impact?”
- Be able to understand when a Ford is the right solution, and when it is appropriate to build a Rolls-Royce. Have good judgment around when to implement a “quick-fix” vs. when to create a long-term solution.
- Know when to escalate issues to management or vendor, with the focus on resolving issues in a timely manner with minimal impact to our business operations.
- Excellent problem solving and analytical skills and ability to research problems and pull the right people together to resolve issues quickly.
- Business process analysis and documentation skills, including the ability to identify process inefficiencies and consistently seek ways to utilize to technology to improve our business processes.
