BLACK KNOWLEDGE Consulting is reshaping the workplace of the future through benefits, talent management and rewards strategies and solutions. We leverage our talent, innovation, thought leadership and operational excellence to deliver distinctive value to our clients.
Descriere
job:
On behalf of our client, Ericsson, leading provider of telecommunications solutions and related services to mobile and fixed network operators globally, we are searching professionals to fill the position of Kana Developer/Support Engineer.
A Kana Developer/Support Engineer shall possess a broad and deep knowledge within the Kana Development area. The position holder shall be able to review change requests received from the business, to analyze and help shape new requirements with the business and to assist with the development of test scripts for new functionality and support the testing process.
KEY OBJECTIVES:
- Provide 4th Line Support for the Ask3 Knowledge Management System’s customer website and contact centre instances, which are based on the Kana IQ product.
- Provide full-lifecycle development support to the lead developer for change requests and projects related to the system
- To support the technical lead in building a close working relationship with the customer and explore and develop opportunities for future work.
RESPONSIBILITIES:
- To Provide 4th Line Support for Ask3
- To undertake development and configuration of the Ask3 UI as directed by Lead Developer
- To manage user expectations and to develop an excellent working relationship with business users
- To review change requests received from the business.
- To analyze and help shape new requirements with the business.
- To conduct detailed impact assessment.
- To assist with development of test scripts for new functionality and support the testing process
- To demonstrate possible solutions to the business
- To produce configuration and support documentation to CMMi standards as required by the standard IT Development process for CRs and Projects
Cerinte:
OPERATIONAL EXPERIENCE:
- SQL Server 2000 Administration / Relational Database Administration
- Full project lifecycle experience in software projects
- Experience of 4th line support of systems
- Windows 2000/2003 and IIS Web Server Administration
PERSONAL CHARACTERISTICS:
- Strong analytical and problem solving skills
- Self-started, motivated, proactive and able to learn new skills quickly
- Flexible and dynamic personality with a support focused approach
- Excellent team worker, able to network across functions within organization
- Strong verbal and written skills providing effective communication
TECHNICAL BACKGROUND:
Windows 2000/2003 administration, MS SQL Server administration, IIS administration, HTML/DHTML, ASP, SQL, XML and XSL, Kana IQ template markup language, Javascript, VBScript and Windows scripting
Experience of: Windows architecture, Network setup, Monitoring and automation of servers and maintenance tasks, Security
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