{"@context":"https:/schema.org/","@type":"JobPosting","title":"Principal Technical Analyst

Klipboard. Kerridge Commercial Systems (kcs); Newcastle upon Tyne; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading software provider in Newcastle upon Tyne is seeking a Principal Technical Analyst to manage upgrade projects and ensure exceptional customer service. You will work closely with various departments to resolve issues, provide technical support, and drive efficiency. Ideal candidates will have over 5 years of experience in a customer-oriented role and proficiency in Linux, SQL, and relational databases. This role supports a hybrid work environment, balancing office collaboration with remote flexibility.

Qualifications

• 5+ years' experience in a customer-focused, service-oriented role.
• Ability to investigate and resolve unfamiliar problems systematically.
• Strong interpersonal skills and a professional image.

Responsibilities

• Pro-actively manage major upgrade projects.
• Engage with all departments to minimize issue impacts.
• Act as first level escalation for the Technical Services Team.

Skills

Customer-focused role experience

Linux/Unix system administration

Relational databases proficiency (SQL, PL/SQL)

Structured programming languages (Java, C, Python, C#, C++)

Education

Oracle certification or significant Oracle experience

Job description

Responsibilities

• Pro-actively managing major upgrade projects
• Managing, prioritising, and progressing their assigned projects
• Working to a time frame, delivering updates to all parties including senior internal and external stakeholders, and reporting any issues encountered
• Accurately identifying, documenting, and rectifying upgrade steps to ensure a repeatable process
• Engaging with all departments across the KCS business to minimise the impact of issues where appropriate
• Upgrading customer systems using internal toolsets within the system, which may require:
• SQL or PLSQL experience to run scripts or perform manual updates on the database
• Unix experience to copy and execute the upgrade installation media
• Using the ITSM system correctly and ensuring that requests are updated regularly with actions undertaken
• Effectively handling complaints and call escalation requests from customers
• Working with members of the Technical Services Team and other departments to ensure that customers receive a prompt, efficient service
• Acting as a first level escalation point for the team when assistance is required
• Alerting Senior personnel and their manager and/or any of the other Technical Services Managers as necessary regarding sensitive customer issues
• Following and applying the standard Software Delivery Procedures and Practices
• Taking the initiative and identifying ways in which the Technical Services and/or procedures can be improved and discussing these with their manager
• Undertaking any other projects as required by their manager or the PSG Director
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems

• Extensive experience in a customer-focused role in a service-oriented environment, typically minimum 5 years' experience
• Experience with Linux/Unix system administration, including shell commands, basic scripting, and managing system processes
• Experience working with relational databases, including SQL, PL/SQL, and MySQL; strong preference for hands-on Oracle database expertise
• Oracle certification is desirable; alternatively, significant hands-on experience with Oracle databases over an extended period will also be considered
• An ability to read and understand structured programming languages is desirable (e.g. Java, C, Python, C#, C++)

Qualifications / Personal Attributes

• The Principal Technical Analyst must:
• Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image and maintain a high standard of communication
• Be adaptable and work effectively as a team member
• Be organised and manage own workload efficiently
• Work conscientiously and use own initiative
• Be calm under pressure and able to manage stressful situations
• Adopt a positive, pro-active approach to work
• Be able to develop and motivate personnel
• Take a wider outlook on issues and think laterally

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade — wherever they are in the world. With a unique depth of knowledge and experience in ERP / SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively. You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter!

Equal Opportunities: As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other\'s differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. We recognise that skills and experience come in many forms, and we encourage you to apply even if you don\'t meet every criterion.

To all recruitment agencies: Klipboard does not accept agency speculative resumes. We currently only accept CVs from agencies on our PSL who have been assigned specific positions. Please do not forward resumes to our careers site or directly to Klipboard employees as this does not constitute an introduction and Klipboard will not be liable for any candidate ownership or fees related to unsolicited resumes.