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Job Description
Job Summary:
- The PSE serves as an technical product expert in ITG’s portfolio of software products;
- Highly proficient in product use, product deployment and resolution of technical support issues; delivers onsite support / consulting services at customer locations and remote engagements;
- Adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline; and proactively supports the success of ITG Software teams;
- Works from written specifications and pre-established guidelines to perform the functions of the role.
- Provides subject matter, business-process expertise and technical leadership; leads client support tasks / projects to successful completion.
Essential Duties and Responsibilities:
- Provide onsite and remote setup, installation, configuration and training of ITG Software products.
- Act as a technical reference / subject matter expert in all areas of the product features and client business processes.
- Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
- 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 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.
- 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, starting within the Professional Services team.
- Identify and report software defects to development teams via bug tracking system.
- Coach and develop team members to increase the team’s bench strength and flexibility.
- Participate in regular work process reviews with PSD team members to confirm use of best practices.
- Translate complex business, functional and technical requirements into detailed work / development tasks; prepare Project Scope statements.
- Participate in RFP response process by developing and compiling documentation.
- Estimate the duration of product deployment and training tasks.
- Create new and extend existing operational documentation and training materials based on industry best practices and established international standards; author detailed documentation for work processes.
- Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product-line.
- Prioritize and organize support tasks in order to contribute to meeting project and product deployment goals on-time and on-budget.
- Understand and evaluate new technologies, develop skills in new technologies.
- Provide ongoing technical support for assigned accounts; manage customer communication and expectations.
- Complete special projects and assignments as assigned.
Job Requirements
Solid hands on experience in the following languages/tools/environments:
- Excellent written and verbal communication skills (English / Arabic).
- Excellent presentation skills.
- Team-player that is positive, proactive and a motivated self-starter.
- Knowledge and experience with build and release management.
- Experience in quality assurance processes / tools.
- Strong analytical and problem solving skills.
- Excellent leadership, team building and relationship management skills.
- Excellent time management skills.
- Ability to follow and execute instructions with little or no managerial oversight.
Skills Desirable:
- Experience in eLearning applications.
- Experience in Enterprise Resource Planning (ERP) and Document Management (DMS) systems.
Qualifications and Experience:
- Bachelor's degree in Computer Science or equivalent.
- Minimum of 4 years IT Support experience.
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