Product System Analyst Iii

Job Description:
This position requires the ability to work one of the following three shifts Monday through Friday EST on a full time basis.

12:00 am - 8:00 am - Overnight

3:30 pm - 12:00 am

11:30 am - 8:00 pm

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

- Drives positive results in customer experience through timely response, and positive interaction.
- Provides outage impact analysis and recovery strategy to customers as well as its impact on Annual Recurring Revenue to internal stakeholders.
- Directly impacts Vertex's net promotor score in cases in which they can restore services quickly and turn a negative customer experience into a positive one.
- Provides support for escalated issues as necessary involving complex product functional and technical issues. Specifically, in the areas of system configuration and set up, product implementation, product functionality, defects, and enhancements.
- Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or Json) to O-Series, Vertex On-Demand, Vertex Classic Cloud and Vertex O-Series Cloud and the Tax Journal (Transaction Reports and Tax Returns).
- Perform root cause analysis and mitigation of all supported Vertex products and connector related issues.
- Technical leader in the development and improvement of support procedures to ensure a positive customer experience.
- Responsible for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system (Salesforce).
- Proficiency logging defect/enhancement tickets as needed using the JIRA tracking system
- Complete regular assessments of cases using the case quality management system and has monthly meetings with work leader to discuss findings and needed actions.
- Participates in internal projects as necessary by representing or leading the group in a team environment and/or completing project tasks in a timely and efficient manner. This could include the assignment of special roles within the workgroup to allow the workgroup to work more efficiently. Roles could be temporarily or permanently assigned dependent on business need.
- Facilitate resolution of customers’ issues by logging and verifying bugs/enhancements; updating customer on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.
- Communicates customers’ needs and requirements to other employees and teams within the organization.
- Lead development and documentation of internal processes/procedures, training material; create knowledge content for Internal Vertex Knowledge Base.
- Maintain a working knowledge of Vertex product releases and changes to any ERP functionality.
- Understanding the ERP marketplace and customer use of ERP modules.
- Establish strong communication channels with all Vertex departments supporting the end-to-end customer experience.
- Lead departmental improvement initiatives and participate in ad-hoc projects or duties as assigned.
- Provide guidance to and mentor more junior team members.
- Occasional travel may be required.
- Participate in other projects or duties.

SUPERVISORY RESPONSIBILITIES: NA

KNOWLEDGE, SKILLS AND ABILITIES:

- Expert knowledge in supported transmission types (XML, REST, JSON) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
- Expert knowledge of all O-Series platforms from the support perspective (On-Premises, On-demand, and Classic Cloud).
- Concrete understanding of log retrieval both internal (OSP) and external (customer site logs by connector).
- Ability to lead the support initiatives for highly complex connector support issues in a multi-connector environment with little or no supervision.
- Firm knowledge of the developer’s tool kit for BYOC environment.
- Firm knowledge of the use of adjustment files and the process for using them.
- Expert level of knowledge in the Vertex Corporate Structure for sales, development, implementation, quality assurance, documentation, and support of connectors including production support (how to navigate to the right resources to resolve an issue).
- In-depth understanding of vendor interface development environments and processes.
- Firm knowledge with ERP and E-commerce and Procurement systems including but not limited to (Microsoft Dynamics, Oracle, Sage, NetSuite, SAP, etc.).
- Visibility and Awareness to the Financial transactions that have a transaction tax consequence.
- Knowledge of platforms, operating systems, database management and/or web authoring tools.
- Knowledge of Client/Server environment, UNIX, and relational databases.
- Fundamental understanding of the customer's use of our products.
- Knowledge of defect tracking systems, development tools and practices.
- Knowledge of Ja