Senior Services Engineer

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Key Responsibilities

• Customer Satisfaction: Manage project delivery to ensure high-quality outcomes and customer satisfaction. Address customer concerns and issues in a timely and effective manner.
• Application Installation, Configuration & Upgrades: Perform installation, configuration, customization, and upgrades to implement APM solutions in line with customer requirements and technical designs. Provide technical support for APM projects.
• System Architecture & Technical Design: Adapt standard system architectures to customer-specific requirements and develop technical design specifications. Leverage product capabilities to drive standardization, minimize customization, and maximize the reuse of existing solutions.
• Effort Scoping & Estimation: Develop work breakdown structures (WBS) and estimate the effort required for standard technical activities.
• Requirements Gathering: Engage with stakeholders to understand business processes, gather functional requirements, and document them in a structured manner.
• Cross-Functional Collaboration: Work closely with Project Managers and Services Consultants to identify and scope application changes while adhering to change management processes.
• Stakeholder Engagement: Collaborate with Product Development, Commercial Teams, Customers, Solution Providers (Partners/Integrators), and other cross-functional stakeholders as required.
• Project Lifecycle Support: Participate throughout the full lifecycle of assigned projects, contributing to design and functionality decisions to ensure delivery remains aligned with budget, timelines, and customer expectations.

Required Qualifications

• Bachelor’s degree or equivalent (defined as: High School Diploma/GED and 3+ years progressive experience in software services).
• Minimum 6 years’ experience in client-facing consulting focused on technical configuration using databases, .NET code development or software implementations.
• Software skills in software analysis, design, methodology, and architecture
• Programming experience in software development with Microsoft Visual Studio / Development tools.
• Experience working with Databases like SQL and Oracle with good exposure on DDL, DML commands along with Stored Procedures.
• Experience with basic database administration like Restoring, Backup for both SQL and Oracle.
• Able to master the different delivery methodologies (i.e. Iterative, Waterfall, and Agile) and apply them on the assigned projects.
• Strong spoken and written English language skills.
• Can lead small project (1-3 team members) team to achieve the desired technical outcome.
• Familiar in utilizing Lean methodology.
• Must be willing to travel to work closely with our customers when required

Desired Characteristics

• Demonstrated ability to learn new software development practices, languages, and tools
• Strong experience with SQL Server Reporting Services and SQL Server Analysis Services is a plus.
• AWS Certified Cloud Practitioner is a plus.
• Experience with commonly used EAM (Enterprise Asset Management) systems, such as SAP, Maximo, or Oracle EAM is a plus.
• Effectively communicate both verbally and in writing with peers and team members as an inclusive team member, supporting project execution.
• Excellent complex problem solving and analytical skills
• Work independently as well as part of the team.
• Fosters a strong working relationship with customers in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.
• Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements.
• Can work independently and respect the guidance of the business ethics and culture acting with humility with all colleagues, leading contractors and providing guidance to junior colleagues.

Additional Information