Systems Integrator

Epicor | CRS Retail Solutions Division is the leading provider of real-time store and multi-channel management solutions for today?s innovative retailers who want to optimize each customer touch point across all sales channels including store, online and catalog operations.

 

Implement Microsoft .NET, SQL Server based in-store system solutions and provide technical support for specialty retailers.

 



 RESPONSIBILITIES

 

? Implement and support VB .NET product line and its interfaces to SQL Server 2005, Web Services, JMS messaging, IP based communication, and central server based processing mechanisms.

? Maintain detailed product knowledge of the in-store system EPICOR|CRS Retail Solutions Division product line.

? Develop an understanding of customer business processes and guide them in system configuration and modification design.

? Provide technical support to customers. 

? Remote Access to customer machines on customer site through an integrated WAN solution utilized to communicate with customer?s servers and client devices.

? Troubleshoot issues with SQL Server databases, JMS message queues, Windows XP Pro / Server 2003 system logs, flat file layouts?

? Duplicate production issues on customer equipment for submission to programming for resolution.

? Be able to explain in full detail the root cause and perform an in-dept analysis of the specific problems so that programming understands the issue completely.

? Assess problems on base code for correction in the base application

? Understand and troubleshoot custom-modifications to the base code to allow for speedy problem resolution

? Communicate on daily basis with Help Desk level 3 support, Shift Supervisors and Account Coordinators to keep a pulse on on-going issues.

? Follow-through to completion with Helpdesk on any escalated issues

? Ensure any escalated issues at the helpdesk are totally and completely eliminated as to reduce customer helpdesk call volume to its absolute minimum

? Perform in depth call analysis with Account Coordinators to ascertain root cause of all customer issues and allow for full log analysis and troubleshooting and duplication of problems  

? Troubleshoot hardware issues and OS issues on customer servers and client devices to confirm root cause

? This includes working with Technical Services and 3rd party software and hardware vendors to identify root cause and perform problem analysis

? Work with Technical Services department to test design of automated install processes that allow for full image and configuration of customer servers and client devices.

? Work with the staging facility to ensure that all imaged and configured systems are fully operational without flaw prior to shipment to the customer site.

? This entails taking escalations from the staging facility whenever the automated process encounters issues or hardware is malfunctioning.

? This includes ensuring that customer specific databases and configurations are set up, clean and operational prior to shipment

? Ensure that all hardware, cabling, networking and communications are operational and configured

? Participate in frequent conference calls and meetings with clients and third party vendors on current project status or current problem analysis status

? Be able to identify and speak to any technical issues, configuration problems, or other software issues that the customer needs a full understanding of.

? Act as the technical lead on the calls, at meetings, and at customer visits.

? Be able to instill confidence in the customer that everything is under control and that the issue will be or has been identified and will be resolved ASAP

? Function as the technical lead on the project and be the liaison for technical questions from the clients on any and all issues pertaining to the product and the software upon which it runs.

? Maintain and monitor customer related issues in a change management system and assist the Project Manager in determining an action plan.  This includes having an up-to-date status of issues that are currently assigned.

? Ensure escalation of unresolved customer issues through the appropriate management and executive channels to completion.

? Training of internal departments and the customer?s corporate office on the in-store system.

? Provide rollout and after-hours escalation support as needed.

? Required travel to the customer site when needed. 

 



EXPERIENCE

 

? The qualified candidate must have strong problem-solving skills with the ability to break down issues into multiple parts for resolution. 

? The candidate must be customer-service focused and be able to work independently in a fast-paced environment with the ability to multi-task between changing priorities. 

? The candidate must have the ability to work well with project teams and the willingness to assume a leadership role to gain consensus on a given topic. 

? The candidate must have strong oral and written communication skills.

? The candidate must possess skills with Microsoft OS and MS Office.

? The candidate must possess at least some skills with relational databases and SQL language.

? Strong knowledge of SQL Server 7.0, 2000 and 2005 and operating systems is a plus.

? 3 years experience in a related technology field is desired.

? Bachelors degree in related course major is desired (Information Technology, Information Systems, Information Management, Computer Science)

? Business knowledge of a specialty retailer and experience working with in-store POS and back office systems is a plus. 

? Knowledge of Java, JMS messaging, UNIX, XML, and Web Services is also a plus.