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Vertex Inc. · 6 days ago
Product System Analyst III
United States
Full-time
Remote
Senior Level
6+ years exp
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Responsibilities
Drives positive results in customer experience through timely response, and positive interaction.
Provides outage impact analysis and recovery strategy to customers as well as its impact on Annual Recurring Revenue to internal stakeholders.
Directly impacts Vertex's net promoter score by restoring services quickly and turning negative experiences into positive ones.
Provides support for escalated issues involving complex product functional and technical issues.
Provides proficiency in transaction flows from source system to various platforms such as Vertex On-Demand and Vertex Classic Cloud.
Performs root cause analysis and mitigation of all supported Vertex products and connector related issues.
Leads the development and improvement of support procedures to ensure a positive customer experience.
Communicates customers’ needs and requirements to other employees and teams within the organization.
Assists in gathering and documenting requirements from customers for new functionality and enhancements to Vertex applications.
Leads the development and documentation of internal processes/procedures, training material, and knowledge content for Internal Vertex Knowledge Base.
Establishes strong communication channels with all Vertex departments supporting the end-to-end customer experience.
Leads departmental improvement initiatives and participates in ad-hoc projects or duties as assigned.
Provides guidance to and mentors more junior team members.
Participates in other projects or duties.
Qualification
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Required
Expert knowledge in supported transmission types (XML, REST, JSON) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
Expert knowledge of all O-Series platforms from the support perspective (On-Premises, On-demand, and Classic Cloud).
Concrete understanding of log retrieval both internal (OSP) and external (customer site logs by connector).
Ability to lead the support initiatives for highly complex connector support issues in a multi-connector environment with little or no supervision.
Firm knowledge of the developer’s tool kit for BYOC environment.
Firm knowledge of the use of adjustment files and the process for using them.
Expert level of knowledge in the Vertex Corporate Structure for sales, development, implementation, quality assurance, documentation, and support of connectors including production support (how to navigate to the right resources to resolve an issue).
In-depth understanding of vendor interface development environments and processes.
Firm knowledge with ERP and E-commerce and Procurement systems including but not limited to (Microsoft Dynamics, Oracle, Sage, NetSuite, SAP, etc.).
Visibility and Awareness to the Financial transactions that have a transaction tax consequence.
Knowledge of platforms, operating systems, database management and/or web authoring tools.
Knowledge of Client/Server environment, UNIX, and relational databases.
Fundamental understanding of the customer's use of our products.
Knowledge of defect tracking systems, development tools and practices.
Knowledge of Java and JDK.
Proficiency in Microsoft Word and Excel.
Knowledge of ERP fields and their use within the integration.
The ability to independently work as an advocate for the customer.
In accordance with defined SLA’s provide regular updates to the customer on all reported issues.
Ability to manage and meet internal/external customer's expectations.
Excellent listening skills; meets commitments on time; can compromise when necessary; effectively participates in project teams, work groups and meetings.
Excellent oral and written communication skills and interpersonal skills.
Understand process flows and process improvement.
Ability to listen and understand information and communicate the same.
Must possess good organizational skills.
Must be results oriented, customer focused, and exhibit good interpersonal skills.
Proficiency with in-bound and out-bound call management.
Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax.
Must be available for emergency on-call situations as they arise.
Demonstrates self-direction in meeting targets for performance metrics to achieve daily work goals.
Deep understanding of the application of corporate tax concepts within the context of the supported application.
Keen awareness of sensitivity regarding internal proprietary information and can distribute information appropriately.
Four-year degree in Business or Computer Science or equivalent education and experience.
Six (6) years plus of experience with vendor interface development environments and processes.
Prior Value Added Tax and Sales Use and Consumer Use tax experience strongly desired.
Experience successfully servicing medium complex client accounts.
Applicable ERP certifications a plus.
Applicable Vertex Product certifications a plus.
SAP and or Oracle product knowledge a plus.
Microsoft Dynamics product knowledge a plus.
Equivalent combination of education and/or experience.
Preferred
Good knowledge of Vertex support tools and can use them independently to verify or resolve customer issues preferred
Significant presentation and sales support experience preferred with the ability to answer product and tax questions with confidence and poise.
Formal Project Management Training preferred.
Company
Vertex Inc.
The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before.
1,001-5,000 employees
H1B Sponsorship
Vertex Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (4)
2022 (13)
2021 (9)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$345M2024-04-23Post Ipo Debt· $345M
Leadership Team
David DeStefano
Chairman & CEO
Company data provided by crunchbase
