Services Technical Implementation Consultant, Veson Nautical

• 3-5 years software support experience and/or delivering end to end software implementations, integrations and training
• B.A. or B.S. – preferably in engineering or IT
• Maritime industry knowledge
• Experience working with XPATH and XSLT transformations as well as JSON
• Demonstrated planning and organizing skills
• Analytical thinking and attention to details
• Demonstrated ability to complete successful projects with development, quality assurance, and advanced technical resources
• Experience with context-switching between customers and products
• Systems administration experience with Microsoft's web stack, including Windows Server and SQL Server
• Exposure to SaaS and IaaS, especially on AWS or Azure
• Passion for real-time problem solving and troubleshooting complex problems
• Excellent oral and written communication skills; ability to negotiate, influence and gain consensus with strong interpersonal skills
• Excellent written and spoken English
• Desire to work in fast-paced, entrepreneurial setting
• Client-service mindset; capability to constructively interact with external clients
• Familiarity with Atlassian (JIRA) or another defect tracking tool a plus
• Familiarity with SaaS software and Web programs, including web API a plus
• Interest in automation, ability to script away manual processes in the language of your choice (PowerShell, Python)
• Comfortable working collaboratively with engineers, operations, and support professionals
• Comfortable working with SQL to query data
• Familiarity with XML especially when used in ETL processes
• Comfortable troubleshooting enterprise system integrations
• Willing to share knowledge and work closely with other team members

Desirable

• As a Veson Nautical Services Technical Consultant you will function as the primary technical contact on client projects and engagements
• You will own project specific tasks from beginning to end, communicating with the client to gather requirements and get sign-off, including customization of standard reports, and other project tasks
• You will provide technical support for the world’s leading developer of commercial maritime shipping software, assisting clients via phone, email, web sessions, and in person
• You will manage and document daily reported issues in our bug tracking system
• You will collaborate with consulting and project management resources to execute client engagements
• As an SME on our platform you will liaise closely with our Infrastructure and Engineering departments to drive efficient solutions that contribute to employee and customer success
• Works in client projects, being the main contact for technical aspects including reports customization, master data upload and integration in new client projects and migrations
• Provides training to other members in the PS organization on technical topics
• Write transformations (using XSLT) to convert file formats and updates
• Acts as a second level for technical problems assisting the TS organization
• Collaborate independently and within teams to diagnose technical issues at a Subject Matter Expertise level
• Consistently provide excellent customer service
• Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack
• Regularly communicate with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
• Communicate with customers at all levels of the organization
• Diagnoses login, application, email, hardware, performance, and advanced connectivity issues, provides reasonable and accurate estimates of time to completion
• Creates and maintains documentation and training materials, using standard templates
• Manages priorities with minimal guidance
• Researches and recommends solutions to enhance experiences for employees (internal tool sets/technical debt) and customers
• Managing JIRA cases and following runbooks to complete Client requests
• Attention to detail and able to follow detailed instructions