Offering the industry’s only concurrent planning solution, Kinaxis is helping organizations around the world revolutionize their supply chain planning. Kinaxis RapidResponse, our cloud-based supply chain management software, connects your data, processes and people into a single harmonious environment. With a consolidated view of the entire supply chain, you can plan expected performance, monitor progress and respond to disconnects when reality hits. RapidResponse lets you know sooner and act faster, leading to reduced decision latency, and improved operational and financial performance.

Kinaxis Ottawa, ON, Canada
Nov 08, 2017
Full time
Kinaxis® is a leading edge software company located in Ottawa, Canada. Our RapidResponse® on demand software enables manufacturers and brand owners to drive supply chain management (SCM) and sales and operations planning (S&OP) from a single system. Some of our preeminent customers include Cisco, Ford, Qualcomm, and Alcatel-Lucent to name just a few. For more information, visit the Kinaxis web site at  or the company’s blog at . If you are looking to make a difference, enjoy challenging work, and want to contribute to next-generation world class technology, then Kinaxis is the place for you! With the stability of an established company, combined with the passion and innovation of a start-up, Kinaxis is a GREAT place to work. Our success and growth means we are expanding. We are currently looking for: Service Operations Analyst – Technical Support As a member of our Service Operations team, you will provide responsive technical support to our customers and perform a range of service operations activities to resolve product or service issues. You won’t shy away from digging in on technical problems and find satisfaction in solving issues and root cause identification. Due to the growing demands of our customers, we are looking to hire someone to initially work either our 5:30am EST or 11:00am EST premium shifts.   What You’ll Do Working with consultants, hosting partner representatives, and customer IT Specialists to provision, set up, test, and deploy customer environments. Monitoring hardware/software components of our on-demand service. Resolving problems in a timely manner while ensuring customers are kept informed of progress. Ensuring that all aspects of our customers' Service Level Agreements and Support Agreements are fully met. Performing daily application administration functions for our on-demand hosted customers and on premise remote-administration customers. Responding to customers' queries by determining the nature and likely causes of customer problems, recommending corrective action or guiding the customer through the necessary steps to a resolution. Following up with customers to ensure problems were resolved and/or recommending further action to ensure non-recurrence. Develop and present proactive system health reports Providing liaison and coordination activities with other departments to respond to or resolve urgent or complex customer/service problems and inquiries. Participate in on-call duties rotation, after hours environment maintenances Things You Should Have Post-secondary diploma or degree in a related discipline. Solid working knowledge of the Windows environments, IIS, and experience with web-based applications. A customer service orientation is required. Experience with Manufacturing and Inventory management considered a valuable asset. Working knowledge of relational database and query writing considered a valuable asset. Experience with monitoring and responding to issues with transactional data flows considered a valuable asset. Knowledge of relevant case tracking applications Strong research and troubleshooting skills are required. Excellent written and verbal communication skills. Experience in a customer-facing technical support position is considered a valuable asset. Willingness to work pager support coverage rotated across the team. Ability to obtain a Controlled Goods Registration Program (CGRP) clearance.  If you want to be part a team that challenges you, moves fast, improves constantly, and makes a difference, let’s talk.