Principal Technical Analyst

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"At Klipboardwe've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively
As the market leader in developing and delivering fully integrated business management solutions our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively on a Global scale.
The Technical Services team within PSG assists customers with upgrades relating to the K8 application software post implementation. The Department also provides customers with a wide variety of other services including server migrations, Oracle version patching /upgrades and training.
The Principal Technical Services Analyst, reporting to the Global Assistant Manager – Technical Services, will be responsible for owning and executing large and complex upgrade projects, working independently and proactively, including outside standard hours. They will support, help develop the wider team and act as an escalation point when necessary.
Key Responsibilities:
Pro-actively managing major upgrade projects
Managing, prioritising, and progressing their assigned projects, in particular:Working to a time frame, delivering updates to all parties including senior internal and external stakeholders, and reporting any issues encountered.Accurately identifying, documenting, and rectifying upgrade steps to ensure we have a repeatable processEngaging will all departments across the KCS business to minimise the impact of issues when appropriate
Upgrading customer systems using internal toolsets within the system, this might require:SQL or PLSQL experience to run scripts or perform manual updates on the databaseUnix experience to copy and execute the upgrade installation media
Using the ITSM system correctly and ensuring that requests are updated on a regular basis with actions undertaken
Effectively handling complaints and call escalation requests from customers
Working with members of the Technical Services Team and other departments to ensure that customers receive a prompt efficient service including,Acting as a first level escalation point for the team when assistance is required
Alerting Senior personnel and their manager and/or any of the other Technical Services Managers as necessary regarding any sensitive customer issues
Following and applying the standard Software Delivery Procedures and Practices
Taking the initiative and identifying ways in which the Technical Services and/or procedures can be improved and discussing these with their manager
Undertaking any other projects as required by their manager or the PSG Director
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
Skills, Knowledge and Experience:
Extensive experience in a customer-focused role in a service-oriented environment, typically minimum 5 years’ experience
A good knowledge of a structured programming language
An in-depth knowledge of Kerridge Commercial Systems Software including KCML, and the KCS programming standards and procedures are desirable
Oracle Certification desirable or previous working experience for a prolonged duration
In-depth Unix and Operating system skills
The Principal Technical Analyst must:
Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
Have excellent customer care and strong interpersonal skills
Project a professional image maintaining a professional standard of communication
Be adaptable and work as an effective member of a team
Be organised and manage own workload efficiently
Work conscientiously and use own initiative
Be calm under pressure and manage stressful situations
Adopt a positive, pro-active approach to work
Be able to develop and motivate personnel
Take the wider outlook on issues and think laterally
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.

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