Product Support Consultant (BB-D85A4)
Found in: Talent CA
Description:Dasro is looking for a Product Support Consultant for a one-year contract for its client in Regina, SK Responsibilities include but are not limited to: Responsible for providing 24x7x365 customer support for all clients’ products and services. Utilizes ITIL framework to provide multi-tier incident and problem management support services. Completes all aspects of customer product implementations including feasibility, analysis, planning, implementation and support. Works in a true consulting capacity providing consulting and advisory services to clients as a Subject Matter Expert on company products and services ranging from small one-week engagements to multi-year complex projects. Maintains a high level of accountability for the decisions and results achieved through the role of a Subject Matter Expert providing advisory and consulting services to clients. Works in a leadership capacity on customer sites leading client staff based on contracted services. Develops plans for short-term client engagements while also managing budgets and ensuring profitability. Represents client as a solutions provider through their actions and interactions performing and delivering services both on-site and off-site to clients. Has a high level of autonomy and decision making responsibilities while working on-site for client engagements. Identifies problems and trends through root cause analysis. Works in conjunction with other vendors to identify and resolve complex technical problems for customers. Ensure all agreed levels of service quality and service availability are maintained. Support the Sales team to keep them informed of technical issues with customers. Manage knowledge, process and documentation of products and proprietary information to improve customer service. Identifies and implements opportunities to streamline and improve operations and eliminate non-value activities and processes within the department. Qualifications: Computer Science or Engineering degree or an equivalent combination of education and experience in a related field. 8+ years of Java and SQL development and support experience. Extensive experience in the application of information technology principles, methodologies and techniques. Demonstrated analytical, business and technical expertise in supporting IT products and services. Ability to succeed in high-pressure situations with short timelines. Ability to work in an advisory and consultative capacity and take on leadership responsibilities during client engagements. Must display broad conceptual skills and ability to integrate numerous activities while working across multiple departments and/or functional areas. Excellent interpersonal skills, along with a proven track record of building and maintaining relationships with internal teams, customers and partners. Demonstrated ability to manage change within a diverse and rapidly changing environment. Knowledge of and demonstrated ability to apply project management skills. Ability to work flexible hours in a 24x7x365 environment including evenings and weekends. Must be willing to travel out of province for client requirements as required. Previous experience working within an IT professional services or consulting organization is highly desirable.
calendar_today5 days ago