Role Purpose
REMOTE
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.
Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.
We are seeking a dedicated and knowledgeable Technical Service Delivery Consultant to join our team at Ideagen. The primary aim of this role is to deliver exceptional technical services and support for Ideagen’s Devonway product, ensuring our customers achieve the maximum value from our remote services. This role will involve a thorough review of customer processes, documentation, and requirements, enabling the delivery of billable technical services that drive customer success. The Consultant will leverage their product knowledge and experience to collaborate with customers and meet their specific needs, while also supporting the company’s sales, marketing, and professional services departments.
Responsibilities
- Deliver Devonway Technical Services and Support, along with at least one other Ideagen product as required.
- Build effective and successful relationships with clients, acting as a trusted partner.
- Execute the scope of technical work as provided by customers.
- Provide remote delivery, training, and support to assist with the service delivery of Ideagen Devonway.
- Manage Devonway technical projects from conception to completion.
- Provide statistical and written business intelligence to the Ideagen Customer Success Department for continual improvement of our products and services.
- Support Ideagen sales and marketing teams by providing professional advice, attending conferences, or assisting with software demonstrations.
- Assist personnel in accordance with Professional Services Department Training Plans and support onsite projects if required.
- Create and manage department and Ideagen documentation through the QHSE Management System.
- Support the QHSE Quality Lead and QHSE Management System as required.
- Assist the team with the creation of new Devonway services.
- Be willing to travel to the office occasionally.
Skills and Experience
- Industry experience to meet the requirements of Ideagen and customers.
- Exposure to Jira.
- Exposure to AWS.
- Exposure to Salesforce/PSA tools.
- Keen interest in learning new Ideagen products.
- Proficiency in MS T-SQL.
- Basic understanding of programming language concepts.
- Strong data analysis skills.
- Proficiency in MS Office, particularly Excel.
- Experience in creating knowledge base articles.
- Solution testing capabilities.
- Ability to prioritise tasks in a high-paced environment.
#INDIGN
#LI-REMOTE