Support Engineer 2 - Blueyonder Workforce Management by Wfm SQL

**Scope:** * Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach * Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc. * Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service * Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team * Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc. **Our current technical environment:** * **Webservers** IIS, Tomcat * **Cloud Architecture**: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD) * **Frameworks/Others**: SQL, RDBMS, ASP.Net, Java, Python **What you’ll do:** * Be part of Solution transition to Support * Work with Product Development in order to resolve customer adoption and consumption issues. * Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state. * Understanding of Database structures. Understanding of various functional platforms and infrastructures. * Understands BY’s product suite to convey relationships and touchpoints to the customer. * Responsible for the quality service, including communication, resolutions, and case content. * Maintain customer satisfaction - level of service, monitor SLA compliance * Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues. * Manages the day-to-day team activities to ensuring adherence of operational guidelines. * Adherence to department and company operational guidelines, meet organization and personal goals. * Work in shifts on rotation basis. Be On-Call over weekends on rotation basis * Expertly utilizes support tools (ServiceNow JIRA.) to expedite case resolution * Provides functional and/or technical support during a customer’s product implementation and "go-live" periods.   * Understands business features and functionality to be provided by the product.   * Works in a cross-functional capacity to support quality design, development and testing.   * Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team  * Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately  * Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.  * Plans and co-ordinates routine activities and also does contingency planning.  * Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives  * Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity  **What we are looking for:** * Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline. * 3-6 years of corporate experience in customer facing roles as a consultant in BY Workforce Management or similar products * Functional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay Rules * Ability to resolve complex problems with minimal guidance. * Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications * Good communication skills * Experience in IT support * Collaboration across different regions/teams * Zeal for continuous improvement/Innovation * Align to the values, priorities, and culture of the organization * OOPS / Object oriented programming concepts * SQL Server / MS SQL scripting * PowerShell Scripting * Good knowledge on relational database concepts * Fundamentals of Object-Oriented Programming * ITIL certification **Our Values** If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: [Core Values](https://blueyonder.com/about/core-values) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.