Product Consultant

Essential Duties and Responsibilities:

• Act as a technical reference/subject matter expert in all areas of the e-learning product features and client business processes.
• Participating in business processes mapping and in the day-to-day activities of E-learning engagements for various clients including process analysis and design, gap analysis, functional system design and specifications, system configuration, development of system tests, procedures, and documentation.
• Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
• Work with clients to determine requirements and appropriate/accurate project scope considering clients’ business needs. Analyze business/technical requirements and objectives, perform fit/gap analysis, and provide client recommendations.
• Document all client engagements including the creation of requirements specification, design documents, technical specifications, process documentation, system deployment documents, E-learning system integration and interface documents and publish reports as necessary.
• Clarify a client's system specifications, understand their work practices and the nature of their business. Educate internal and external clients on business processes including best practices and how ITG products enable those processes.
• Translate complex business, functional and technical requirements into detailed work tasks; prepare Project Scope statements.
• Propose software solutions based on ITG’s portfolio of products and services that meet client needs and enable business processes.
• Work in partnership with clients, advising them how to effectively use ITG’s products & services in order to meet their business objectives or overcome problems.
• Consult Documentation Team in developing appropriate user guides/training materials for products as needed.
• Act as an advisor to product, project, and development teams on customer business processes; Suggest software features and work-flows to effectively support these processes while delivering an enhanced user experience.
• As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the unique challenges customers face in optimizing the effectiveness of ITG Software products.
• Make recommendations and help resolve issues to enhance the likelihood of customer success, including: system configuration, workflows, remediation of defects, application usage, enhanced product features and improvements to implementation of ITG Software products.
• Manage large scale software implementations from a technical, functional and/or organizational change management standpoint. Assist with onsite and remote setup, installation, configuration and training of ITG’s Software products.
• Provide key decision support, monitor issues and risks, and create mitigation plans for clients.
• Participate in and conduct demonstrations and events for customers evaluating ITG Software products.
• Identify and resolve engagement issues, independently, to the greatest extent possible - only escalating issues as appropriate.
• Identify and report software defects to development teams via bug tracking system.
• Participate in RFP response process by developing and compiling documentation as required.
• Complete special projects and assignments as assigned.