Description:
We are seeking a highly skilled Sr Implementation Specialist who will be responsible for completing complex customer service orders including setting up applications, onboarding customer data, leading customer calls, and performing application upgrades. Additionally, this person will be responsible for the first level of QA before handing it off to the QA team.
What you'll do as a Sr Implementation Specialist:
Delivery/Implementation
- Takes assigned Service Orders, sets up initial meetings with the customers to determine requirements and creates and communicates a delivery schedule for that Service Order
- Creates installation guidelines for new applications and performs the initial installation
- Collects customer data and sets it up within the applications. Works with the customer to define the cutover dates and leads the migration process for that customer.
- Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges.
- Helps to create and maintain a culture of continuous improvement within the support and broader organization.
Documentation
- Create Knowledge base articles to record and document fixes to common application challenges.
- Creates and maintains documentation of all steps needed to complete the installation of the applications following all of the currently known best practices. Updates documentation when new best practices are discovered.
- Demonstrates excellent verbal and written communication skills with customers and internal team.
Professional Development
- Effectively complete training within the timeframe required by the business.
- Maintains current knowledge of technological innovations and trends.
Process
- Follow Change Management processes to implement configuration changes.
- Follow Problem Management processes to troubleshoot and resolve recurring issues.
Mentoring
- Act as a mentor within the implementation team, providing guidance, training, and knowledge sharing. onsible for ensuring the team is fielding support calls and cases in line with the current SLG’s.
What you'll need to be a successful Sr Implementation Specialist:
- 4-6 years of experience in technical implementation of enterprise software/applications.
- Bachelor's degree in computer science or related field preferred.
- A SME in at least four of the applications LoadSpring hosts preferred (ideally Oracle applications including Unifier).
- Possesses expert knowledge of software implementation.
- Advanced knowledge of application infrastructure
- Strong analytical and problem-solving skills.
- Proficient with an array of computer hardware and software.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Self-motivated leader with sound judgement and a bias towards action.
- Excellent attention to detail.
- Live in commutable distance to London