Connector Support Specialist III

• Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or Json) to Oseries, and the Tax Journal (Transaction Reports and Tax Returns).

• Perform root cause analysis and resolution of connector related issues

• Technical leader in the development and improvement of support procedures to ensure a positive customer experience.

• Responsible for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system (Salesforce and OSVC).

• Proficiency logging defect/enhancement tickets as needed using the JIRA tracking system

• Complete regular assessments of cases using the case quality management system and has monthly meetings with work leader to discuss findings and needed actions.

• Participation in daily/weekly triage and production support meetings

• Design and implement new hire and ad-hoc training to Connector Support specialist IV and below as well as front line support representatives to ensure that they are properly trained on interface functionality and configurations.

• Facilitate resolution of customers’ issues by logging and verifying bugs/enhancements; updating customer on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.

• Facilitate interface problem resolution and escalation process

• Provide guidance and requirements to 3rd party development partners, Solution Managers, Support Representatives and internal development resources so to keep methodologies for developing interfaces to targeted applications efficient and effective.

• Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Vertex applications.

• Lead development and documentation of internal processes/procedures, training material; create knowledge content for the customer Help Center.

• Maintain a working knowledge of Oracle releases and changes to any ERP functionality.

• Understanding the ERP marketplace and customer use of ERP modules.

• Establish strong communication channels with all Vertex departments supporting the alliances effort.

• Lead departmental improvement initiatives and participate in ad-hoc projects or duties as assigned.

• Provide guidance to and mentor more junior team members.

• Occasional travel may be required.

• Participate in other projects or duties.

• N/A

• 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-premise, On-demand and 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 EComm systems (Microsoft Dynamics, 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 environmental variables and compilation commands.

• Fundamental understanding of customer's use of our products.

• Knowledge of defect tracking systems, development tools and practices.

• Working knowledge of Vertex O Series and Vertex Returns Products along with Vertex interface experience preferred

• Good knowledge of Vertex support tools and can use them independently to verify or resolve customer issues preferred

• Intermediate Microsoft Word and Excel skills.

• Knowledge of ERP fields and their use within the integration

• Ability to manage and meet internal/external customer's expectations.

• Significant presentation and sales support experience preferred with the ability to answer product and tax questions with confidence and poise.

• The ability to solve problems quickly and foster open communications during presentations.

• 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 in Microsoft office packages.

• 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.

• This role covers the Vertex on-call duties on a rotational basis.

• 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 sales & use tax experience strongly desired.

• Experience successfully servicing medium complex client accounts.

• Applicable ERP certifications a plus

• Formal Project Management Training preferred.

• Or equivalent combination of education and/or experience

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

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