Senior Services Engineer

Job description

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Roles & Responsibilities:

Delivers customer satisfaction: Manages project delivery in a quality fashion; obtains satisfactory levels of customer satisfaction. Addresses all customer concerns/issues in a timely and satisfactory fashion.

Application Installation, Configuration, Development & Upgrades: Perform installation, configuration, customization to implement APM for customers in accordance with the function requirements and design. Provide technical support for APM projects.

System Architecture & Technical Design: Can update a standard system architecture based on the customer specifics.  Can develop a standard technical design specification. Effectively leverage product capability, driving standardization, limiting customization, and maximizing reuse of content developed for previous solutions.

Effort Scoping / Estimation : Can create a work breakdown structure and estimates for standard technical activities.

Requirements Gathering: Limited Experience in business processes and applications. Able to interview stakeholders to gain experience on business processes and can document in a structured way.

Collaborate with cross functional teams: Collaborate with Project Managers and Services Consultants throughout the project to identify and scope applications changes while adhering to the change management process. Interact with Product Development Team, Commercial Team, Customers, Solution Providers (Partner / Integrators), and other cross-functional teams as required. Engage throughout the full lifecycle of assigned projects, influencing decisions on design and functionality to keep projects on track in terms of budget, time, and customer expectations.

Qualifications/Technical Skills:

·  Bachelor’s degree or equivalent (defined as: High School Diploma/GED and 3+ years progressive experience in software services).
·  6+ years’ experience in client-facing consulting focused on technical configuration using databases, .NET code development or software implementations.
·  Software skills in software analysis, design, methodology, and architecture
·  Programming experience in software development with Microsoft Visual Studio / Development tools.
·  Experience working with Databases like SQL and Oracle with good exposure on DDL, DML commands along with Stored Procedures.
·  Experience with basic database administration like Restoring, Backup for both SQL and Oracle.
·  Strong experience with SQL Server Reporting Services and SQL Server Analysis Services is a plus.
·  Experience with commonly used EAM (Enterprise Asset Management) systems, such as SAP, Maximo, or Oracle EAM is a plus.
·  Able to master the different delivery methodologies (i.e. Iterative, Waterfall, and Agile) and apply them on the assigned projects.
·  Strong spoken and written English language skills.
·  Can lead small project (1-3 team members) team to achieve the desired technical outcome.
·  AWS Certified Cloud Practitioner is a plus.
·  Familiar in utilizing Lean methodology.

Behavioral Competencies:

·  Demonstrated ability to learn new software development practices, languages, and tools
·  Effectively communicate both verbally and in writing with peers and team members as an inclusive team member, supporting project execution.
·  Excellent complex problem solving and analytical skills
·  Work independently as well as part of the team.
·  Fosters a strong working relationship with customers in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.
·  Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements.
·  Can work independently and respect the guidance of the business ethics and culture acting with humility with all colleagues, leading contractors and providing guidance to junior colleagues.
·  Must be willing to travel to work closely with our customers when required

Additional Information

Relocation Assistance Provided: No

- This is a remote position