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  • Posted: Mar 9, 2022
    Deadline: Not specified
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  • At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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    Senior Technical Support Analyst

    Job Description    

    The purpose of the role is to provide telephone, email & chat support to our Sage Premier (Cobol), Sage Business Cloud Payroll Professional (SBCPP) and Sage 300 People customers and business partners alike. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment.
    Key Responsibilities  

    • Ensuring that you have a good understanding of clients’ requirements
    • Apply yourself to Investigate queries by narrowing down the cause of the issue.
    • Apply yourself to understand relational databases and data structures, extract data using Cobol logic and
    • syntax, and interpreting Cobol information to handle complex queries.
    • Apply yourself to learn new technologies quickly and retain information of different client network
    • infrastructures, software solutions and constantly evolving product.
    • Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
    • Prepare response that’s articulate how fixes should be applied sequentially and methodically.
    • Accurately log events of each customer query on our internal CRM.
    • Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
    • Convert issue and query trends into knowledge articles.
    • Available for afterhours support when required.
    • Manage your logged in, unavailability and time measurements within specified benchmarks to
    • maintain/optimise team capacity.
    • Encourage our customers to complete your after-call survey.
    • Grow your product knowledge.
    • Grow your customer service engagement with our customers.
    • Follow internal policies.
    • Be the point of contact for our customers.

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    Senior Software Engineer

    Job Description : The Senior Software Engineer is responsible for building, enhancing and maintaining products and/or systems to enable Sage’s business plans and long term objectives using the identified architecture.

    The Developer will design, develop and deliver high quality products and/or systems and services that exceed customers’ or business partners’ expectations and will proactively share their own knowledge for specific technical solutions and business processes in their area of responsibility.

    Key Responsibilities    

    • Successful develop, delivery maintain high quality software (requirements, design, code, documentation, etc.)
    • Contribute to quality activities, incl. peer reviews of estimates, designs and code
    • Resolve defects/bugs during QA testing, pre-production, production, and post-release patches
    • Be an active and enthusiastic team player. Partner effectively with all team members to deliver against commitments.
    • Commitment to team success and positive team dynamics
    • Work cross-functionally with various Sage teams: product management, QA/XD, various product lines, or business units to drive forward results
    • Proven experience with Agile Development, SCRUM, and/or Extreme Programming methodologies
    • Participate in all phases of the project lifecycle.
    • Maintain relevant documentation to describe logic, coding/configuration, testing and changes where applicable.
    • Continuously strive to make improvements to the existing products and/or systems and services.
    • Ensure all tasks are completed to the required quality standards.
    • Update job knowledge by studying state-of-the-art development tools & techniques
    • Provide 3rd tier support and/or expertise for the area of responsibility
    • Skills, know-how and experience:

    Must have:

    • Knows and applies the fundamental concepts, practices and procedures of software development.
    • Passion for being hands on techie
    • Ability to interpret and document user requirements and translate these into technical specifications and/or code
    • High numerical reasoning and logic ability with good problem-solving skills
    • Knowledge of one or more relevant programming languages, frameworks and databases
    • Be willing to adapt to significant changes in either technology or environment
    • Broad operational knowledge in 21st Century IT (Cloud, Social, Mobility, IoT, Big Data…)
    • Knowledge on Architecture Best Practices and Patterns (Microservices, CQRS, Event Sourcing, Domain-Driven Design, …)
    • Proven experience in using a TDD approach
    • C#
    • AWS
    • Microsft SQL
    • ASP.Net
    • Javascript
    • HTML
    • CSS

    Preferred:

    • Innovative and creative thinking
    • Customer Focus
    • Minimum 5 years professional experience.
    • AngularJS/Angular
    • WebAPI
    • Technical / professional qualifications:
    • Computer Science (or related degree/qualification)
    • Contribution to open source software projects
    • Real world application development experience

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    Product Manager X3

    Job Description    

    Product Management is responsible for the definition, design and delivery of the software applications that our customers need. Our products are managed on a global basis. For example, Sage One Accounting is one product.

    Sage’s global advantage is our presence in 24+ countries. While we have singular, global products, we must ensure that the needs of the customers in local markets are defined as product requirements. We must also ensure that the products are understood in detail in the local markets; that their features and benefits are evangelized to the local teams (sales, service, marketing) and markets (customers, partners) so that we set up our products to succeed in the market

    In summary, the role of the Regional Product Manager X3, as part of the Product management function at Sage, it to

    • To gather, understand and communicate the needs of the local market and customer into the global product.
    • To communicate the product itself back to that local market through our colleagues and with customers and partners as required.
    • The Product Manager X3 will also engage with customers, and the local market, be that with partners and accountants. They will be absolutely passionate and deeply knowledgeable about our technology, and act as the go-to resource on product in the region they represent.

    Key Responsibilities    

    • Ensure product marketing, digital marketing & channel and strategic partners have all relevant product information to launch products and updates successfully
    • Collect, analyse and use data to support the development of the business strategy in the countries they support
    • Demonstrate and evangelise the product itself
    • Engage daily with local and global teams in the countries they support
    • Act as the go-to person for the products the Product Manager is responsible for in country or region
    • Engage with partners, accountants, press, media, customers etc - all external parties as required. Note, this is not from a marketing perspective but from the product and technology perspective
    • Input succinct product requirements into product management and be able to prioritise
    • Ensure product incident processes in country are set up and adhered to

    Key Skills

    • Engagement with stakeholders at different levels with different functions (tech, marketing, sales, leadership etc.)
    • Deep customer and domain knowledge including local compliance, vendors, market forces and needs
    • Team player who understands they may not always be priority; knows when to lead and when to follow; always joins in the global mission
    • High energy, great listener, communicator generally
    • Excel at presentations to internal and external audiences; highly engaged on social platforms
    • Accountable for the outcome - the results in country and globally
    • Driven, ambitious
    • Passionate and expert at cloud and mobile technology
    • Seeks opportunity and removes obstacles
    • Passion for Sage growth and the customer

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    Sage X3 Development Specialist

    Job Description    

    To deliver expert knowledge to colleagues, businesses & business partners alike on Sage X3 and where necessary, Sage X3 HR. Be renowned for providing expert resolutions that continuously shift beyond the traditional ways of supporting businesses and how businesses want to operate. Relentlessly finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries. Contributing to a high performing team that is outstanding and exceeds our customer expectations. Be the contact point for all product related discussions and escalations.

    Key Responsibilities    

    • Maintain and improve expert product (both functional and technical) knowledge of the Sage Enterprise Product.
    • Create knowledge sharing initiatives. I.e. technical documents, webinars etc.
    • Convert support request trends into knowledge.
    • Ensuring that you always have a good understanding of customer’s requirements.
    • Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
    • Lead with strong customer service ethics.
    • Manage the logging process of software bugs or enhancements.
    • Participate and manage the Early Adopter program.
    • Manage and solve conflicts with Irate & difficult customers.
    • Be available after hours when required to assist customers / On standby.
    • Initiate and manage support stand-ups meetings, when necessary.
    • Lead Site Rescues both on and off site.
    • Accurately log events of each customer query on our internal CRM system.
    • Follow internal policies.
    • Be the last line of defence for the team.

    Skills, know-how and experience needed for the role:

    • Sage X3 certification.
    • Sage X3 Development certification would be an advantage.
    • 2yrs+ Consulting experience on Sage X3 would be an advantage.
    • 2yrs+ Support experience on Sage X3.
    • Extensive Computer Knowledge.
    • Have excellent communication skills – written and verbal
    • Deadline driven and work without supervision, Self-starter – Take initiative and be willing to Innovate
    • Use Critical Thinking to think logically and rationally.
    • Use Process (Product) thinking to determine the query and the outcome needed.
    • Manage Uncertainty effectively.

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    Solution Designer

    Job Description  

    At Sage, Solution Designers play a mission critical role, using empathic methods to design and deliver products and services that delight our users.With specialty in one or more of: product design, interaction design, visual design, or user research; they engage across the XD community, product management, product marketing, and engineering.

    Solution Designers combine user knowledge with analysis and artistry. They:

    • Are inspired by first-hand user engagement and immersed in user context and the problem domain.
    • Transform complex business scenarios into useful solutions that are easy to learn, and efficient to use, meeting the exact needs of the user with simplicity and elegance.
    • Delight users with extraordinary emotional experiences, delivering innovative, great-looking, and uniquely ‘Sage’ experiences that users love.
    • Design for the whole - end-to-end user journeys, across Sage Business Cloud, and for Sage’s design language system.

    A Solution Designer is an established performer with strong communication skills who proactively builds relationships. They:

    • Have a track record of contributing to shipped projects.
    • Self-sufficiently solve major product areas, with thorough rationale and critique.

    Key Responsibilities    

    • As a Solution Designer you need to collaborate with customers and local, legal experts, as well as actual system users to ensure requirements are correctly interpreted and communicated to the Product Delivery Teams.
    • Assist the Product Owner/Product Manager (where applicable) to drive the backlog based on a logical progression of delivery.
    • Add logical input into Roadmap to ensure the right elements are in place to be able to deliver key epics.
    • Transform uncertainty, and sometimes conflicting information, into process flow combining input from across the product team.
    • Through technical expertise or legislative insight, provide the interconnect between PM, XD and Engineering.
    • Executing problem definition, requirements engineering, risk escalation, solution design, coordination of communication as well as discovering business rules and constraints.
    • Planning, estimate tracking and progress reporting for own work and (as required) that of relevant team members.
    • Collaboration with other solution designers and stakeholders as well as defining and managing effective stakeholder relationships.
    • Furthering knowledge of analysis, technology, Sage organisation/processes and appropriate domains
    • Ensuring that the deliverables are of the desired content, suitability and quality.
    • Responsible for their own personal development and seeking out opportunities to develop further within the role.
    • Problem solving and investigation of customer queries.

    Skills, Know-how and Experience

    • 2-5 years Sage Business Cloud Accounting product experience.
    • Knows of the fundamental concepts, practices and procedures of Solution Design.
    • Ability to document requirements and specifications in their field.

    Skills

    • Iterative, customer-centric exploration of problems and solutions.
    • Understand business goals and strategy, perform competitor analysis, understand business rules, legislation, and constraints.
    • Apply design thinking to determine the best solution.
    • Requirements definition and elicitation techniques, resolving conflicting requirements, validating requirements across multiple stakeholders while considering impact on the customer and product.
    • Accurate, unambiguous design deliverables aligned to business goals and strategy, estimation, phasing delivery, innovative and inventive in devising quality solutions.
    • Communicates complex ideas, requirements and solutions clearly, articulately and effectively, using the most appropriate tools and methods. Communication and presentation of design rationale.
    • Validate the solution and either persevere or pivot approach.
    • Support others in interpreting and implementing solutions.
    • Knowledgeable in a specific domain, component or product (Preferred)
    • Knowledge of Agile methodology (Scrum/Kanban preferred)

    Method of Application

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