Principal Technical Analyst

Hungerford, England, United Kingdom

11/28/2024

"At KCS 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."

• Kerridge Commercial Systems is growing and growing fast, new opportunities are available, and change is required to continue our journey of success. It is an extremely exciting time to be joining our business!
• 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 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 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
• 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

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. 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.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

Health and Safety

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.

This job description outlines the key accountabilities of, and output required from, the post holder. It is not a definitive list, and the role may well change and evolve over time. This job description is not contractual but outlines KCS’ expectations of the job holder.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.