Services Technical Implementation Consultant

You will provide technical support for the world’s leading developer of commercial maritime shipping software, assisting clients via phone, email, web sessions, and in person. You will manage and document daily reported issues in our bug tracking system.

You will collaborate with consulting and project management resources to execute client engagements.

As an SME on our platform you will liaise closely with our Infrastructure and Engineering departments to drive efficient solutions that contribute to employee and customer success.

Essential Duties and Requirements
Works in client projects, being the main contact for technical aspects including reports customization, master data upload and integration in new client projects and migrations.
Provides training to other members in the PS organization on technical topics.
Write transformations (using XSLT) to convert file formats and update s.
Acts as a second level for technical problems assisting the TS organization.
Collaborate independently and within teams to diagnose technical issues at a Subject Matter Expertise level
Consistently provide excellent customer service
Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack
Regularly communicate with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
Communicate with customers at all levels of the organization
Diagnoses login, application, email, hardware, performance, and advanced connectivity issues, provides reasonable and accurate estimates of time to completion
Creates and maintains documentation and training materials, using standard templates
Manages priorities with minimal guidance
Researches and recommends solutions to enhance experiences for employees (internal tool sets/technical debt) and customers
Managing JIRA cases and following runbooks to complete Client requests
Attention to detail and able to follow detailed instructions


Qualification
Education and Experience Requirements

3-5 years software support experience and/or delivering end to end software implementations, integrations and training

B.A. or B.S. – preferably in engineering or IT

Maritime industry knowledge

Experience working with XPATH and XSLT transformations as well as JSON.

Demonstrated planning and organizing skills

Analytical thinking and attention to details

Demonstrated ability to complete successful projects with development, quality assurance, and advanced technical resources

Experience with context-switching between customers and products

Systems administration experience with Microsoft's web stack, including Windows Server and SQL Server.

Exposure to SaaS and IaaS, especially on AWS or Azure.

Desirable

Experience or knowledge of scripting languages (Python, C#) a plus

Super-user experience level with Windows, Command Prompt expert, and detailed understanding of Windows Services

Knowledge of authentication and identity providers especially via SAML

Working with Stack Overflow, Splunk, JIRA Atlassian tool set.

Experience of working with GraphQL and webhook technologies.

Project planning methodologies – waterfall, agile, etc.

Exposure to Snowflake, setup, admin, end-user.

Experience working with email technologies, eml, pst, json, outlook exchange