Dealer Portal Monitoring and Support Analyst, North America (Remote)

About the Role

The Dealer Portal Monitoring and Support Analyst is responsible for verifying HARMAN’s Dealer Portal B2B site and sales operations applications functionality, ensuring a smooth user experience for site visitors and users. The end users for these sites are our dealers, distributors, and internal Harman sales and operations team members. Currently, there are 4 sites/applications for support with the primary focus on the new Dealer website. In this role, you will test the sites’ functionality through interaction with a web application, ensuring each site is working as expected. You will verify the predictable “happy paths” for completing typical site tasks and work with support staff to address errors or performance drops, resolve issues, and enhance the overall user experience.

What You Will Do

• Coordinate between support and development teams to ensure effective delivery of monitoring services to the end-user.
• Determining operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions
• Documenting and demonstrating solutions by developing documentation, flowcharts, layouts, diagrams, and other supporting documentation.
• Implementation of core applications supporting monitoring service support
• Providing information by collecting, analyzing, and summarizing development and service issues in support of internal commercial, E-commerce, and digital development teams to ensure effective delivery of monitoring services to the end-user.

What You Need

• Bachelor’s degree in computer science, business management, marketing, or related field.
• Minimum 2 years of experience in a related support role
• Familiarity with incident management. Troubleshooting and staff work necessary to take resolution to completion (i.e., identifying potential solutions, coordinating recommendations, pursuing authorization to implement, coordinating with stakeholders, and tracking to closure).
• Leadership and teamwork. Ability to achieve results across organizations, suppliers, and vendors while complying with terms and conditions on various agreements and contracts pertaining to support by different organizations and vendors.
• Ability to identify, develop, and maintain information that enhances overall user experience and makes it available through an end-user portal.
• Highly proficient with computers and software applications including Microsoft Office products (Word, Excel, PowerPoint, Outlook, etc.), expert attention-to-detail & highly organized.
• Strong verbal and written communication skills required.
• Self-driven individual with good project management skills
• Solid understanding of large-scale applications, network architectures, monitoring, and fault management.

What is Nice to Have

• Liferay Experience
• SAP Experience

What Makes You Eligible

• Be willing to travel up to 5%, domestic and international travel.

• Successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

• HARMAN has different base pay ranges based on geography and work location within the US. The base pay range for this role is $81,000 - $99,000 + applicable bonus based on California work location. In addition to the work location, an individual’s base pay depends upon different factors, such as the job scope and impact and relevant skills, knowledge, education, and experience.
• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location.
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition Reimbursement
• Access to HARMAN Campus Fitness Center and Cafeteria
• An inclusive and diverse work environment that fosters and encourages professional and personal development

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