Job Details

ID #21091974
State Texas
City Irving
Job type Permanent
Salary USD TBD TBD
Source Epsilon
Showed 2021-10-14
Date 2021-10-04
Deadline 2021-12-02
Category Web/HTML/info design
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Senior Program Analyst

Texas, Irving, 75039 Irving USA

Vacancy expired!

Company Description

Epsilon is the leader in outcome-based marketing. We enable marketing that's built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon's award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world's top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit epsilon.com. Follow us on Twitter at @EpsilonMktg.

Job Description

Qualifications & Responsibilities

As a member of Marketing Technology, the Senior Program Analyst will act as the key liaison between the client and the Epsilon Operations Support team. The Program Analyst plays a key role within the technology organization by interacting with the client, resolving production issues, and managing incidents in the ticketing system. This is a technical Program Analyst position that requires the ability to perform application research and analysis, production troubleshooting, application testing and support. This position requires an individual who can effectively multitask, learn the business quickly and be proactive with the client and internal teams and individual associates to work towards resolutions for issues. This is a great opportunity to work in a fast pace and continuously changing environment.

Job Functions:
  • Manage a queue of incoming tickets involving incidents/requests and ensure it is prioritized and updated appropriately
  • Analyze complex business problems and systems, replicate issues and provide support by researching and coordinating resolutions
  • Assemble, analyze, and evaluate data and be able to make appropriate and well-reasoned recommendations and decisions to support the client
  • Communicate internally and externally at all levels within the client and Epsilon organizations
  • Develops and maintains effective relationships within Epsilon, client organization and external partners
  • Plan, organize and manage work and time to meet different SLA requirements
  • Work with the operations development team to implement technical solutions
  • Develop and execute test plans to ensure quality resolutions
  • Create and update documentation as needed
  • Working effectively with local, remote, and global team member
  • Participate with after hours and weekend on-call support (weekly team rotation basis)

Knowledge & Skills:
  • Understanding of Agile Methodology and SDLC
  • Experience working with any ticketing systems like ServiceNow, JIRA, Remedy etc.
  • The ideal candidate should have a blend of business and technical knowledge in a customer service environment
  • Able to assess a situation, receive input from stakeholders, and select a course of action
  • Initiative and motivation to take ownership of issues and manage them to resolution with little supervision
  • Desire to learn the client's business, their applications, and the tools necessary to support them
  • Intermediate PL/SQL skills and experience with Toad, PL/SQL Developer, or similar tools
  • Understanding of website and relational database implementations is required for researching system issues
  • Advanced Excel skills and proficiency in other Microsoft Office products
  • Ability to quickly adapt to a fast-paced environment with changing priorities
  • Professional verbal and written communication skills are required
  • Ability to work independently and within a team environment
  • Experience working on Service Level Agreements based support projects

Knowledge & Skills (Nice to have):
  • Knowledge on Business Intelligence Tools (e.g. Business Objects, Tableau, Cognos, etc.)
  • Understanding of hardware, software, and network infrastructures
  • Basic Knowledge of Amazon Web Services
  • Knowledge of Loyalty Platforms and Marketing Campaigns
  • Familiarity with regulation and audit processes

Experience:
  • Requires 5 years of related experience within in an analytical and technical support role
  • Experience in financial and/or customer loyalty sector is a plus but not mandatory

Education:
  • Bachelors or Masters degree in Computer Science, Information Technology or related field
Qualifications

Additional Information

Great People, Deserve Great BenefitsWe know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.

Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.

Epsilon will provide accommodations to applicants needing accommodations to complete the application process.

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