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The support analyst’s role is to identify, prioritize, and resolve technical issues related to customer system issues pertaining to systems including WMS, and other components supported by Körber. This includes the responsibility of managing customer expectations and understanding both the operational and technical (database, code, interface, etc.) components of the issue so that appropriate service levels can be maintained, and resolution can be achieved. This position may require rotational on-call support and backup assistance for 24/7 coverage.

Your role in our team

• You will analyze and assess existing business systems and procedures for potential sources of issues.
• You will collaborate with developers, programmers, and designers in identifying the core source of systems issues as well as the appropriate solution possibilities.
• You will assist in defining issue resolution estimates, including scoping, scheduling, and implementation.
• You will research, identify, analyze, and fulfill the requirements of all internal and external program users.
• You liaise with customers to identify the source of the issue.
• You will research issues as they relate to software products, languages, databases, and system data to identify and resolve system issues.
• You will recommend, schedule, and perform software improvements and upgrades.
• You will design and enforce request handling and escalation policies and procedures.
• You will coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• You liaise with network administrators, systems analysts, and software engineers to assist in resolving problems with software products or company software systems.
• You will design, run, and monitor software performance tests on new and existing programs to correct errors, isolate areas for improvement, and general debugging.
• You will administer critical analysis of test results and deliver solutions to problem areas.
• You will monitor and test fixes to ensure problems have been adequately resolved for reported issues.
• You will track and analyze trends in Help Desk requests and generate statistical reports.

Your profile

• You have obtained a BS/BA, Computer Science, or equivalent degree.
• You have intermediate to Advanced experience in databases (SQL/Oracle), queries, and stored procedures
• You are proficient in a variety of programming languages, such as PL/SQL and Java.
• You have relational database experience with Oracle and SQL Server.
• You understand platforms such as Linux, and Windows Server.
• You understand the hardware components (servers, RF, printers, etc.).
• You have prior experience working with customers on resolving business critical issues.
• You have gained hands-on experience implementing or recommending solutions and the appropriate practices on how to test and deploy the solutions.
• You know applicable data privacy practices and laws.
• You understand WMS and operational best practices.
• You have proven analytical and problem-solving abilities to conduct research into software-related issues and products.
• You can effectively prioritize and execute tasks in a high-pressure environment.
• You have strong written, oral, and interpersonal communication skills with a keen attention to detail.
• You can communicate effectively with non-technical staff and with members of interdisciplinary teams.
• You are flexible and adaptable to learning and understanding new technologies.
• You can work both independently and, in a team-oriented, collaborative environment.

Eligible applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas for this position.

Your working environment at Körber 

Körber has been at the forefront of the supply chain industry for over two decades. We have helped to solve the world’s most complex supply chain problems by implementing best practices and providing comprehensive solutions using SAP, Blue Yonder, and our proprietary software. Set new industry standards and champion customer-centric services and solutions with our dynamic Consulting team based in Pittsburgh, Pennsylvania, USA.

• Overtime hours may be required to resolve issues promptly.
• Periodic shifts of off-hour support will be necessary (5 PM to 9 AM) for customers needing assistance during off hours.
• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.
• Able to lift computer drives, monitors, and other peripherals.
• This full-time, exempt role offers a hybrid work setting with 3 days a week in the office.

Your benefits 

• You will enjoy a work environment that supports your work-life balance with paid parental leave, flexible time off, and 8 paid holidays
• You will have access to medical, dental, and vision insurance plans with FSA or HSA options, and a 401(k) plan with a company match of up to six percent
• You are provided with several company-paid benefits, including vision insurance, short and long-term disability and basic life insurance plans, and educational and employee assistance programs
• Your annual base pay range for this role is estimated to be $60,000 - $70,000 depending on prior experience at the time of posting.

Can you see yourself in this profile? Then Körber is the right place for you. We look forward to getting to know you!

Equal opportunity employer 

We are an equal-opportunity employer and committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@koerber.com.

Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that the salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.

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Recruitment Team
For questions please contact us via jobs@koerber.com. We work with selected partners and therefore ask recruitment consultancies to refrain from contacting us by mail or telephone.
Please apply exclusively via the “Apply now” button.
Recruiter: Alyssa Cuevas

We value diversity and therefore welcome all applicants - regardless of gender, nationality, ethnic or social origin, religion/belief, disability, age, sexual orientation and identity, and any other protected status.