Job Description

At Harris\' SmartWorks, we are committed to delighting our customer base, and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions. A big part of ensuring they receive value is the satisfaction and resolution they receive from our support services throughout the use of our SmartWorks Product Suite. While our customers evolve their value, our Support Services team ensures they have a stable environment to meet their day-to-day operations, their planning, and the success of the utility.We are looking for a Team Lead Software Support Analyst to join our dynamic team of smart, positive, and passionate people who are appreciated for their unique talents and empowered to do their jobs well. We are looking for individuals with proven experience in client service, troubleshooting, and analytics to help us support our Utility Customers on the SmartWorks product they own. As part of the team, you will be troubleshooting and designing new solutions for customers while continuously increasing customer satisfaction. We highly value team members who communicate clearly and concisely and who work to build a positive and enjoyable workplace.As a Team Lead Software Support Analyst, your role will encompass a wide range of responsibilities to ensure the efficient resolution of customer issues and the seamless coordination between internal departments.Our head office is located in Ottawa, ON, however a significant percentage of our management and staff work remotely from their homes. This position is open to qualified individuals living anywhere in the US or Canada and willing to work remotely from home.Availability outside regular business hours (Mon-Fri, 8am-8pm EST) may be required occasionally for emergency situations, project-related tasks, or resolving service-impacting incidents.Travel is required for departmental events approximately 2 times per year.What your impact will be:Support

• Monitor the support ticket queue and take ownership and/or re-assign new tickets
• Promptly address customer issues and consistently provide updates to ensure customers are informed of the progress in resolving their issues
• Provide timely and thorough resolution to customer issues within customer Service Level Agreement requirements
• Help develop, implement and review operational policies and procedures to improve efficiency wherever possible
• Help develop and implement support initiatives, including knowledge bases, technical and operational techniques, and documentation
• Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions
• Build alliances and partnerships and interact with a range of internal and external departments (i.e. Infrastructure, Development, Professional Services, Sales, and other Harris Business Units and Vendors.) for ticket escalation and resolution
• Provide technical advice, assist in the problem-solving of data, architecture, and interface issues and serve as a level 3 Team Lead Software Support Analyst and final point of assessment, mitigating a wide range of issues from escalation to other internal teams

Leadership

• Lead inter-departmental committees and initiatives
• Provide inspired leadership for the support team
• Help promote a company culture that encourages top performers and high morale
• Establish clear, measurable objectives for the services team, monitor & measure these objectives regularly, and provide coaching to drive optimal performance within the Support
• HR Responsibilities and Performance Reviews with direct reports on the support team
• Monitor the overall performance of the department by tracking and analyzing statistics and trends; provide reporting to the Senior Management Team
• Act as liaison between multiple internal departments
• Own and work with support team to resolve customer escalations in a timely manner

Customer Focused

• Customer coaching and training
• Provide recommendations to customers and Product Management to prevent recurrence of issues
• Identify customer needs and understand what products we offer to solution their issues
• Work with customers to remediate highest priority challenges
• Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base
• Resolving customer service-related issues & contribute towards improving overall customer service
• Ensure contractual obligations are met and a high level of customer satisfaction is maintained

Product Knowledge

• Acquire a profound comprehension and subject matter expertise in the functional and technical aspects of our applications, leveraging this knowledge to effectively address issues and inquiries related to our products and services
• Provide suggestions on enhancements to our products and services to the Product Management team
• Create and execute a training program for ongoing team learning and understanding of the different aspects of the product portfolio

What we are looking for:General Qualifications

• University degree or technical college degree in computer sciences, software engineering, software development or related field
• 2+ years in a technical leadership role with direct reports
• Familiarity and experience in a Support Services environment with evolving change management processes
• Excellent client communication skills with the ability to manage and shape customer expectations and experience

Technical Qualifications

• SQL experience in at least one of these databases is required (Oracle, PostgreSQL, MSSQL, MySQL, or other RDBMS)
• Must be comfortable working in Red Hat Linux operating systems, primarily with some work in Microsoft Windows Server.
• Software knowledge in at least one of JAVA, JSP, and jQuery is preferred. You will not be coding, but understanding of code is preferred
• Knowledge and troubleshooting of Apache Tomcat is required
• Proficient with GIT and IDE tools (Bitbucket, Sourcetree)
• Proficient in JIRA, and Confluence and other Atlassian products

What would make you stand out:

• Utility industry experience, especially with respect to Smart Grid applications, is preferred
• Oracle or PostgreSQL database configuration and administration is nice to have
• In-depth Linux troubleshooting experience is a plus
• Previous Meter Data Management software solution knowledge is nice to have
• ITSM/ITIL knowledge is nice to have
• Previous Salesforce Administration knowledge is a plus

What we can offer:

• A fun and collaborative work environment
• Opportunities to learn and grow
• A casual and remote work environment or your option to work in an awesome office dependent on your location
• 3 weeks vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision coverage from your first day of employment
• Competitive salary, employee stock ownership options, and RRSP/401K matching programs
• Lifestyle Rewards
• Community Involvement and Social Responsibility

About us:
SmartWorks empowers utilities to navigate change and unleash the potential of the smart infrastructure. At SmartWorks we are committed to delighting our customers and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions. SmartWorks\xe2\x80\x99 MeterSense Meter Data Management (MDM) and SmartWorks Compass Data Analytics software solutions are essential components to enable the smart grid by intelligently processing and analyzing the extreme quantities of data produced from Advanced Metering Infrastructure (AMI).About Harris:Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (\xe2\x80\x9cCSI\xe2\x80\x9d, symbol CSU on the TSX), Harris has become the cornerstone for CSI\xe2\x80\x99s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment \xe2\x80\x93 both in the people and products that we offer and making investments in acquiring new businesses.

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