Programs Analyst

CDC Software, Inc.The Customer-Driven Companyâ„¢

CDC Software, Inc. is a global software provider of Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Supply Chain Management (SCM), and real-time Performance Management (PM) solutions and services targeted to specific industries and vertical markets.  By embedding industry-specific functionality and best practices in its solutions, CDC Software offers faster implementation, lower total cost of ownership, and superior business fit.  CDC Software solutions have a global reach and serve over 6,000 customers in more than 50 countries through our 22 global offices. With our corporate headquarters in the United States, a strong presence in EMEA, Australia, and South America, and a notable presence in Chinaand Japan, we use our global experience and resources to deliver superior products and services.  For more information on our growing company, please visit www.cdcsoftware.com.

 

Programs Analyst

Description:

 

The Support Readiness department’s mandate is to empower CDC Software’s technical specialists in providing world-class support to our customers.

 

The Programs Analyst is a key contributor to the planning, design, coordination and implementation of Global Technical Support business initiatives. Your role includes business process analysis and engineering, and generation of the related documentation. Well-developed analytical and technical skills allow you identify and extract pertinent data and perform quantitative analysis. Strong documentation skills allow you to organize and concisely communicate policies and procedures. Your role is both service and project based, executing tasks related to projects as well as responding to service requests that come from within the Global Technical Support (GTS) team.

 

Strong communications skills both interpersonal and in various mediums allow you to efficiently exchange information and clearly manage expectations among various stakeholders. You will have frequent contacts with peers, IT Applications and Operations teams, and members of the Professional Services, R&D and Marketing business units.

 

With an aptitude for innovative problem solving, attention to detail, and proficiency in utilizing technical resources, you are a valuable member of the Support Readiness Team. Your ability to work productively in a dynamic deadline-driven and process-oriented environment, both independently and as part of a team, is essential.

 

 Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, and an absolute focus on improving the customer experience.Coordinate and execute department project initiatives and related reporting and documentation. Design and implement quantitative metrics to measure effectiveness of various initiatives with a focus on Customer and Employee satisfaction and operational efficiency.Monitoring support programs/initiatives currently in place. Providing and presenting regular status reports to multiple audiences.Change management implementation and monitoring relating to support programs/initiatives. Write knowledge base articles, process and policy documents, validated and verified, to be shared with customers and peers. Providing training for internal and external stakeholders relating to support programs, policies, and procedures.Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow through and consistency.Coordinating day-to-day administration tasks.Participating in team projects.Ad-hoc query creation, reporting and analysis.Maintenance and enhancement of regularly scheduled reports supporting key operations (Premium customer reports, Red and Yellow Customer Reports, etc.).Maintain and enhance GTS Support Readiness programs and resources Assistance in general Support Incident tasks.Liaison with Support Readiness Analysts for GTS services and reporting provision. Acquire and maintain basic knowledge of relevant products and service offerings.

 

Education:

 

Required:  B.A. / B.Sc. / B.E. / B.Tech / Technical or Business Diploma in a related field

Preferred: Microsoft Certified Professional (MCP) designation.

 

Experience:

 

Required:  Previous experience in customer service or technical support role.

Previous experience in a business analysis or process engineering role.

Previous experience with project management and change management concepts.

Preferred: Previous experience in customer service or technical support role in an organization  that has achieved a support certification.

 

Knowledge and skills:

 

Required:  Effective verbal and written communication skills, including technical writing skills.

  Excellent time management and organizational skills.

  Strong analytical problem solving and decision-making skills.

  Ability to handle difficult or sensitive situations with diplomacy and tact.

  Display strong work ethic and resourcefulness.

  Thorough knowledge of Microsoft Office applications suite.

Proficiency with Excel Reporting: PivotTable, Query, and Macro usage.

Proficiency with SQL Database Querying.

Experience with Business Intelligence and Reporting Products.

Preferred: Functional/Technical background in Pivotal CRM.

Track record in providing outstanding and unparalleled customer service.

Microsoft Office Sharepoint Server 2007 administration experience.

Web and User Interface/Dashboard Design Experience.

Application Programming Experience (VB/ASP scripting).

Media Presentation and Production Skills.

 

Please submit resumes to jobs@cdcsoftware.com with Programs Analyst in the subject line.