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

Key Responsibilities

• Deliver high-quality project execution to ensure strong customer satisfaction.
• Address customer concerns and issues in a timely and professional manner.
• Perform installation, configuration, customization, and upgrades of APM solutions based on customer requirements.
• Provide technical support for APM projects throughout implementation.
• Update standard system architecture based on customer-specific needs.
• Develop technical design specifications aligned with project requirements.
• Leverage standard product capabilities, promote standardization, limit customization, and maximize reuse of existing solutions.
• Create work breakdown structures and estimate effort for standard technical activities.
• Gather and document business and application requirements through stakeholder discussions.
• Support understanding of business processes and translate requirements into structured documentation.
• Collaborate with Project Managers and Services Consultants to scope application changes in line with change management processes.
• Work closely with Product Development, Commercial teams, customers, partners, and integrators as needed.
• Contribute throughout the full project lifecycle to support design decisions, functionality, budget, timeline, and customer expectations.

Required Qualifications

• Bachelor’s degree or equivalent
• Minimum 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.
• 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.
• Familiar in utilizing Lean methodology.

Desired Characteristics

• 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
• AWS Certified Cloud Practitioner is a plus.
• Experience with commonly used EAM (Enterprise Asset Management) systems, such as SAP, Maximo, or Oracle EAM is a plus.
• Strong experience with SQL Server Reporting Services and SQL Server Analysis Services is a plus.

Additional Information

#LI-Remote - This is a remote position