Job Description

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact. Every day, we're empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint. We make the world better, and you can too.

Purpose

The Customer Support team focuses on the post-sales support to Kinaxis' customers, serving as their initial point of contact to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success. The Database Administrator will have overall accountability for data integrity and integration with respect to Kinaxis' solution. This role will play an integral role in ensuring solutions and processes can be maintained and supported within our solution while identifying potential longer term issues / impacts.

What you will do

• Accountable for complex and/or time critical support issues escalated by Technical Support Analysts, ensuring their timely resolution and overall customer satisfaction. Provide mentorship, guidance and share knowledge with Technical Support team, while moving escalated cases to resolution.
• Responsible for the overall data structure and integrity while ensuring customer requirements are met
• Guide customers and solution consultants through RapidResponse data models and/or integration related changes
• Train and mentor support team members on new features introduced with RapidResponse
• Review customer initiated change requests and activities related to data structure and/or integration to determine feasibility, potential impacts to current or future system performance or redundancies
• Conduct reviews of new software versions, assess impacts to service offerings and provide management findings and feedback
• Assist L3, COE, Cloud Services and other teams with database related investigations
• Work directly with customers through live meetings, tickets, conference calls
• Database related performance troubleshooting
• Responsible for data manipulation, data flows, data corrections

What we are looking for

• Minimum 5 years of experience with relational databases, preferably within a Manufacturing and/or Inventory Management environment
• Full understanding of interoperations within the database and specifics on table relationships
• Knowledge of server-based OS platforms, database query languages, and hardware/software interfaces considered a valuable asset
• Solid working knowledge of Windows environments, IIS, and experience with web-based applications
• Successful candidates must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.)
• Deep understanding of data model, tables, indexes
• Experience with indexes related performance issue is an asset

Education/Certifications

• Post-secondary degree or diploma in computer science or a related field
• SQL certified is an asset
• Scripting experience is an asset

Job Specific Competencies

• Troubleshooting
• Problem Solving
• Process Design
• Customer Service Orientation
• Oral/Written Communication

What we have to offer

• Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never "done. That's because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
• Great People - We take our work seriously, but we don't take ourselves too seriously! It's in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Diversity, Equity and Inclusion - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others' differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

For more information, visit the Kinaxis web site at www.kinaxis.com or the company's blog at http://blog.kinaxis.com/. Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at accommodations@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.