Principal Technical Analyst

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"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."

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 including 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.

Responsibilities

• 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 process
• Engaging with 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 database
• Unix 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
• Experience with Linux/Unix system administration, including working with shell commands, basic scripting, and managing system processes.
• Experience working with relational databases, including SQL, PL/SQL, and MySQL; strong preference for…