Senior Solution Consultant - ITSM/HRMS Products (4-7 yrs)

Designation- Senior Solution Consultant

Skill Set :

Experience : 4-7 years

- Knowledge of Agile Process.

- Knowledge of ITSM/HRMS or any functional domain.

- API Analysis

- Good Analytical and problem-solving skills.

- Good Communication skills.

- Basic Knowledge of Azure.

- Knowledge of SQL queries & relationships.

- Familiarity with Generative AI concepts and prompt engineering.

Budget- 8-14 LPA

Company :

The US headquarters offers an AI-powered employee support SaaS. Its SaaS products automate the entire service desk operations which drastically improves the speed of employee issue resolution with minimum human intervention. The product leverages Conversational AI and NLU (Natural Language Understanding) to create a seamless service desk experience. The company's product vision is to ensure that the entire employee L1 support layer is automated in order to give instant problem resolution to employees and reduction in costs for their clients.

The company has won multiple awards and is recognized as the hottest SaaS vendor in multiple forums in the last few years. It is a series A funded company backed by some of the most reputed Venture Funds, looking to aggressively invest in its strengthening its product platform and investing in growth.

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 for using the product to achieve desired outcomes.

- Study documents of products/services used for the implementation like QnA maker/Sharepoint/Adaptive Cards.IO

2. Solution Design & Customization :

- Design solutions that leverage the product's capabilities to meet specific client requirements.

- Customize and configure the product to align with the client's operational needs, ensuring it integrates seamlessly.

- Analyse business requirements and configure them in the product using Bot Studio (in-house low code platform to develop bot flows) within the given time frame.

- Work closely with the onshore CSM team to understand requirements and provide solutions/workaround.

- Analysis of Rest API for various ITSM/HRMS products in the market for integration.

- Analysis of customer requirements related to the ticketing system and configuration that using 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 pointing out areas where the product can be improved.

- Work closely with the onshore CSM team to understand requirements and provide solutions/workaround.

- Prepare user stories, by considering current system limitations, reviewing and accepting the stories.

-Participate in product roadmap discussions, offering insights based on client experiences and emerging market trends.

- Collaborate with internal teams to influence product development in a way that aligns with client needs and market demands.

4. Project Management :

- Provide daily updates over the call/team channel to CSM and maintain the correct status of tickets.

- Manage multiple client projects simultaneously, ensuring each one is delivered on time and within scope.

- Acting as an SPOC for the assigned project and owning its complete delivery.

- Monitor project progress, identify potential risks, and implement mitigation strategies to ensure project success.

- Going on calls with customers for working sessions to get more insights about issues/requirements.

-Ready to work long/odd hours to fix critical issues and important deliveries.

- Should be flexible to work in EST hours.