Title: System Analyst I
Location: Remote - USA
Schedule: Monday – Friday 1PM to 9PM EST
Reports to: System Analyst Manager
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
The Role:
As a vital member of our technical System Analyst team at Darwin Automotive, you will play a key role in developing and implementing effective support strategies through close collaboration with both internal and external stakeholders. This position is instrumental in delivering exceptional service and support to various groups, including customers, the sales team, and the implementation team.
The Impact You Will Have in This Role:
The role requires close collaboration with external and internal members of the organization to develop and implement effective support strategies. Deliver service and support to various groups including customers, sales team, & implementation team
What You’ll Be Doing in This Role:
- Ability to provide excellent customer service.
- Ability to manage a large number of calls, while displaying empathy and understanding to customer concerns
- Respond to customer questions, problems, and requests in a timely fashion, by phone, our CRM system, or email
- Provide technical assistance and support for incoming concerns and issues related to the Darwin product
- Handle a range of technical cases at all different complexities
- Document all correspondence via our CRM system
- Maintain quality and ongoing interactions with customers.
- Use active listening to understand the customer’s issues and display empathy.
- Work through the problem-solving process with customers, empowering them and training them to avoid repeats of the issues.
- Apply critical thinking skills to address complex challenges and solve problems effectively in the context of the job responsibilities.
- Ability to work in a team environment, working well with others to reach team goals.
- Demonstrate dependability and flexibility.
Qualifications of this Role: Education:
Experience:
- Experience in system analysis, design, and development.
- Previous experience in collaborating with cross-functional teams, including Product and Quality Assurance teams.
Technical Skills:
- Proficient in systems analysis, including consulting with users to determine hardware, software, or system functional specifications.
- Strong knowledge of designing, developing, and modifying computer systems or programs.
- Experience in documentation creation, testing, and analysis.
- Familiarity with updating databases and modifying predictive analytics algorithms.
- Competence in creating and updating JavaScript source code for electronic forms and signatures.
- Possess proficiency in computer skills, including a solid understanding of HTML.
Key Responsibilities:
- Perform systems analysis, consulting with users to determine hardware, software, or system functional specifications.
- Design, develop, and modify computer systems or programs, including beta prototypes, based on user or system design specifications.
- Independently collaborate with the Product team to ensure client specifications are met.
- Collaborate independently with the Quality Assurance team to ensure software release integrity.
- Update databases as necessary to maintain data accuracy and relevance.
- Create and update JavaScript source code for electronic forms and signatures.
- Modify predictive analytics algorithms to suit client needs.
Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- Detail-oriented with a focus on accuracy and quality.
Certifications (Preferred but not required):
- Certification in System Analysis or related field.
Additional Requirements:
- Willingness to stay updated with industry trends and advancements.
- Ability to adapt to evolving technologies and methodologies.
- Strong organizational and time-management skills.
- Ability to analyze complex systems and understand user requirements.
- Proficient in programming languages with a focus on Java and JavaScript.
- Experience in designing, developing, and modifying computer systems or programs.
- Strong documentation skills for system designs, modifications, and testing procedures.
- Ability to collaborate independently with cross-functional teams, especially with Product and Quality Assurance teams.
- Experience in updating databases to ensure accuracy and relevance of data.
- Solid understanding of HTML for creating and updating electronic forms and signatures.
- Strong analytical and problem-solving skills to address complex challenges.
- Proficient in testing procedures and result analysis for system modifications.
- Ability to adapt to evolving technologies and methodologies in the field.
- Excellent verbal and written communication skills for effective interaction with team members and clients.
- Strong organizational and time-management skills to meet project deadlines.
- Attention to detail to ensure accuracy and quality in all aspects of the job.
- Willingness to stay updated with industry trends and advancements.
- Ability to troubleshoot and resolve issues efficiently.
- Certification in System Analysis or related field (preferred but not required).
Top of Form
The Hiring Manager says:
We are looking for good listeners and skilled problem solvers who enjoy helping others. In this role, you will be providing effective and timely technical support along with giving our customers an exceptional customer service experience in a virtual environment.
Candidates must be self-motivated, demonstrate strong communication and multitasking skills, and be adept at building relationships. The ideal candidate will have previous experience in the automotive market, F&I experience, or customer support.
Company Mission
J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.
Our Values
At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.
Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.
Change Makers - At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.
Team Driven - At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words.
J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
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