Wolters Kluwer Sustainment Consultant in Chicago, Illinois
The Sustainment Consultant is a member of the Sustainment team, who collectively are responsible for sustaining Enablon customers. The Sustainment Consultant provides post-deployment services to enterprise-wide Enablon software solutions for small and large companies.
The Sustainment Consultant is directly responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, guidance, configuration, development, etc.) within the expected response time applicable to the client. He/she also may provide additional support services such as product refreshers and guidance. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month.
The Sustainment Consultant is an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
❏ Provide consulting services to Enablon clients
❏ Design, fonfigure, test and deliver fixes and enhancements for client solutions
❏ Facilitate client meetings consisting of:
❏ Technical expertise
❏ Subject matter expertise
❏ Coaching / training
❏ Defect management and qualification
❏ Comply to Service Level Agreements
❏ Analyze technical feasibility and propose estimates with solutions to meet client requirements
❏ Manage client expectations and ensure satisfaction
❏ Comply to sustainment processes, best practices, and maintain documentation
❏ Actively participate in own career development and continuous improvement
❏ Provide pro-active reporting to the Sustainment manager
❏ Update the knowledge base and produce new articles
❏ Collaborate with Product Managers and Developers to improve products
❏ Comply to internal reporting processes and rules (timesheets, time-off, etc.)
❏ Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)
❏ Professionally interact with people, both internal and external to the organization through various media
❏ Write clear processes, best practices and other documents
Participate in recruiting activities
Perform other duties or special projects as assigned by Director
Represent Enablon as a global leader at the Sustainable Performance Forums (SPFs)
Quickly learn a new proprietary software programming language
Experienced in use and application of highly specialized technical standards.
Provides solutions to a variety of technical problems of moderate scope and complexity.
Ability to work under general supervision while following established procedures.
Contributes to the completion of milestones associated with specific projects.
Experienced with frequent inter-organizational and outside customer contacts.
Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.
- At least a 4-year degree in Computer Science or Software Engineering
Proficient in at least one programming language
Knowledge of database design concepts
Fluent in English
Fluent in the local language
Proficiency in French can be a plus
- 2 years of professional experience developing software
Leadership & Autonomy
Manage own workload and priorities
Complete internal obligations (timesheet, status reports, required training, performance reviews, etc.) 100% on time
Escalate effectively and when necessary
Able to provide functional coaching to Clients with simple explanations but also drive technical discussions with Client IT and Partner implementation consultants
Positive demeanor while providing solution options to challenges
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled