The AppleCare Customer Research team is seeking an application developer to support the technical needs of our global customer satisfaction survey program. The ideal candidate will be a jack of all trades that enjoys using different technologies to solve problems.
The research group's objective is to enable Apple to strengthen its competitive position by providing strategic and tactical insights into its operational effectiveness and customer retention efforts. Apple is recognized as having the best customer satisfaction in the industry and the team is chartered with delivering to the company high-quality guidance and intelligence essential to maintaining and strengthening this top ranking. The developer role is key to these goals as the business relies on timely, accurate and actionable data.
The candidate will initially be supporting existing Java applications and creating new solutions to help improve the processes used to measure customer satisfaction for the AppleCare division. The position will work very closely with research analysts and program managers to perform both individual and collaborative tasks. There will be opportunities to assist with the technical needs of all aspects of the customer feedback process. It will also be necessary to learn and understand the business processes to maximize opportunities to identify and implement improvements in our systems. The role will develop strong relationships with counterparts in the Apple IS&T division and be the liaison between the research group and the IS&T teams.
As our survey application is a high-volume customer-facing system, any service request must be handled with the appropriate urgency. This does require working outside of the regular business hours from time to time. One must have the ability to map out system flows and quickly determine the relationships between integrated systems, as well as the expertise and confidence to make design recommendations on the fly. Candidates must also be comfortable working independently and performing all steps in the software development lifecycle.
Prior experience implementing, managing and maintaining large-scale Java-based web applications
Strong communication skills and ability to explain highly technical topics to a non-technical audience
Ability to independently problem-solve
Understanding of key design concepts for developing web applications for mobile devices and can present successfully implemented examples
Advanced SQL skills for use in Teradata and MySQL environments
Dashboard design experience
Ability to deliver high-quality work with aggressive timelines
Experience working with transactional data a plus
Experience as a systems administrator or an interest to take on some aspects of that role
Constant desire to improve technical processes and make tasks more efficient
Proficient at creating documentation for data flows, deployment steps, and alert response actions
Familiarity with Unica, Corda or Tableau a plus
Manage and enhance customer-facing Java applications
Plays a direct role in programming, maintenance, technical support, documentation and administration of applications
Lead application deployments, ensuring that scheduling reduces customer impact and all aspects of deployment plans are properly documented
Communicate effectively with both IT colleagues and non-technical business partners
Provide enhancement and change request support for the team’s reporting dashboards that are viewed across the company
Administer servers which host reporting dashboards
Maintain and/or redesign code base that transposes normalized survey response data into a format suitable for dashboards and other reporting activities (in MySQL and Teradata environments)
Investigate and respond to system monitoring alerts related to process, application or infrastructure issues
Troubleshoot system/application issues with urgency as they arise (potentially nights and weekends)
Bachelor's degree and 4 years related experience; or advanced degree plus 2 years related experience; or equivalent work experience.
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