Solution Consultant

Roles & Responsibilities

1. Product Expertise & Client Consultation:

• Gain deep knowledge of the company's product offerings to serve as a subject matter expert.
• Consult with clients to understand their business processes and how the product can address their challenges.
• Provide guidance on product features and best practices to achieve desired outcomes.

2. Solution Design & Customization:

• Design solutions leveraging the products capabilities to meet specific client requirements.
• Customize and configure the product to align with client operational needs, ensuring seamless integration.
• Analyze business requirements and configure them using Bot Studio (in-house low-code platform) within given timeframes.
• Work closely with the onshore CSM team to understand requirements and provide solutions/workarounds.
• Analyze REST APIs for various ITSM/HRMS products in the market for integration.
• Configure customer requirements related to ticketing systems using the Service Catalog (in-house product).

3. Feedback Loop & Product Development:

• Serve as a point of contact for the CSM team/customers and the product development team, sharing feedback and identifying areas for improvement.
• Prepare user stories considering current system limitations, and review and accept stories.
• Participate in product roadmap discussions, offering insights based on client experiences and market trends.
• Collaborate with internal teams to influence product development aligned with client needs and market demands.

4. Project Management:

• Provide daily updates via calls/team channels to the CSM team, maintaining accurate ticket statuses.
• Manage multiple client projects simultaneously, ensuring timely and within-scope delivery.
• Act as the SPOC for assigned projects, owning complete delivery.
• Monitor project progress, identify potential risks, and implement mitigation strategies.
• Join customer calls for working sessions to gain insights into issues/requirements.
• Be ready to work long/odd hours for critical issues and important deliveries.

Experience

3-5 years

Skill Set

• Knowledge of Agile processes.
• Knowledge of ITSM/HRMS or any functional domain.
• API analysis.
• Strong analytical and problem-solving skills.
• Good communication skills.
• Basic knowledge of Azure.
• Knowledge of SQL queries and relationships.
• Familiarity with Generative AI concepts and prompt engineering.
• Experience using low-code platforms for flow configuration and integration.