Product Analyst I

Manugistics is a leading global provider of demand and supply chain management solutions. Today, more than 1,200 clients trust Manugistics to help them drive profitable growth, unlock the value of their existing IT investments, and ensure the security and integrity of their global supply chains. Its clients include industry leaders such as AT&T, BMW, Boeing, Brown & Williamson, Cingular, Circuit City, Coca-Cola Bottling, Continental Airlines, Diageo, DuPont, Harley-Davidson, John Deere, McCormick, Nestle, Nissan, RadioShack, Sanmina-SCI and Unilever. For more information, go to www.manugistics.com

Duties/Responsibilities:

Works directly with clients to investigate and coordinate the resolution of client issues. Includes ownership of the data entered into the on-line issue tracking system and insures both client and appropriate Manugistics employees are notified of status. Ensure compliance to all ISO processes

Works closely with other members of the Supply Chain Products and Professional
Services organizations to resolve client issues. Focal point to the client or consultant on issues reported through the Helpline.

Participates in quality and product testing for issues resolved in Patches or Maintenance releases that affect issues reported through the Helpline.

Assists as needed in projects directly related to the improvement of the Product
Support group and in providing additional services to our clients.

Rotates as necessary on to client projects to improve understanding of the software and the business issues at client sites.

Qualifications:

Bachelor Degree with 0-2 years experience. With no degree 6-8 years experience required. Preferred degree in Logistics, Transportation, Computer Science, Management

Information Systems, Mathematics or other quantitatively oriented field.

Experience providing client services for a software or information services industry.

Excellent interpersonal skills necessary to work effectively with clients and other team members.

Experience in Logistics/Transportation and/or Technical orientation (UNIX, Oracle, Windows NT, etc.)

Ability to diagnose and resolve software issues.

Client satisfaction skills

Experience in transportation, manufacturing, or distribution preferred.

Systems knowledge a plus (UNIX, HP/UX, Oracle, Sybase, Windows NT, etc.)
Knowledge of relational databases and/or distributed applications.

Ability to travel occasionally to client sites to assist in resolution of issues.

Ability to carry a beeper to provide extended support to clients.

Ability to spend 50-60% of the time on the phone.

Ability to type on a computer and spend considerable amount of time at a workstation.

Experience in providing product support services

Project management skills

Able to handle multiple projects simultaneously.

Individual must have the ability to work directly with clients to resolve software issues.

Individual must have the ability to set and manage client expectations.

Individual must be well organized and able to handle multiple projects simultaneously

Individual must have excellent written and verbal communication skills

Individual must have a general knowledge of Manugistics software solutions.

EOE/M/F/D/V