Integration and Reporting Support Analyst

<b>**If you are interested in applying for this position, please visit our website at www.taleo.com**</b>

 

<b>Careers - Powered by Taleo</b>

 

At Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry. 

 

As we progress through 2006, Taleo continues to solidify our leadership position as the leading provider of enterprise level workforce solutions with forward thinking global organizations.  Our continued growth has resulted in an exciting opportunity within the Support Services department. 

 

The ideal candidates for the <b>Integration & Reporting Support Analyst</b> role is a client advocate who has a background using integration or reporting applications and troubleshooting issues customers may experience when using such applications.  The applicant must have strong analytical skills, a passion for delivering superior customer service, and the ability to effectively communicate with all levels of the internal Taleo organization and those of our customers. The candidate will be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively, while also contributing to a proactive support model.

 

As a member of the Integration Support Team, the candidate will handle internal requests as well as external customer requests to create, maintain, and validate reports/metrics created either with our reporting tool (Business Objects) or with PL/SQL and SQL+ scripting. The candidate will also be required to support our clients involved in various integration projects that use XML file exchange or webMethods. The candidate will answer any database-related questions from the technical support team, consulting team and clients.

 

This is an end-user software support position, with strong technical aspects. 

 

<b>Responsibilities:</b>

 

<ul><li>Provide a *delightful* customer experience with EVERY customer contact, ensuring the professional handling of EVERY issue

</li><li>Provide telephone and email support to internal and external customers

</li><li>Perform efficient incident management, while maintaining metric quotas

</li><li>Understand and assess customer-reported issues to determine prioritization

</li><li>Serve as an internal knowledge resource for other members of the Taleo organization

</li><li>Utilize knowledge of technologies to make solution recommendations

</li><li>Analyze and validate issues transferred to R&D - 

</li><li>Act as liaison between customers, R&D, and QA, etc.

</li><li>Manage and ensure documentation of assigned incidents, including internal and external communications

</li><li>Learn, understand, maintain and contribute to internal support processes

</li><li>Analyze, develop, and improve internal processes

</li><li>Maintain strong adherence to Service Level Agreements

</li><li>Participate in special projects, as assigned

</li></ul>

 

<b>Qualifications:</b>

 

<ul><li>Bachelor's Degree in computer sciences, programming or a related field required

</li><li>At least 2 years experience in a support position

</li><li>Experience with SQL and Oracle databases

</li><li>Strong technical problem solving skills, with an ability to troubleshoot extremely complex application issues

</li><li>Exceptional research skills and resourcefulness

</li><li>Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling

</li><li>Familiarity with Customer Relationship Management (CRM) systems

</li><li>Multi-lingual (English/French/Spanish/German) is a strong plus

</li><li>Ability to verbally present soft and hard technical subject matter to a variety of audiences

</li><li>Ability to proactively develop relationships and communicate with all levels of the internal organization

</li><li>Ability to communicate with members of a client's organization, at all levels (general staff to executive, technical and non-technical)

</li><li>Experience as report creator using Business Objects, Crystal Reports or other similar reporting tools is a strong assent

</li><li>Working knowledge of WebMethods is a very strong asset

</ul></li>

 

Come join our team and experience the Taleo difference!  We offer competitive salaries and a range of benefits.  To apply, visit the careers section of our website at www.taleo.com.

 

<b>**If you are interested in applying for this position, please visit our website at www.taleo.com**</b>