Engagement Manager overseeing SaaS implementations at Workday, ensuring alignment between teams and clients. Leading projects with a focus on change management and business value during client onboarding.
About the role
- Implementation Consultant II at Anthology providing support for SIS and CRM systems in education. Troubleshooting technical issues and ensuring successful software upgrades for enhanced learning experiences.
Responsibilities
- Troubleshooting and Issue Resolution: Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations
- Analyzing error logs, system logs, and other relevant data to identify root causes of problems
- Implementing effective solutions to address reported issues
- Upgrade Planning and Execution: Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations
- Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures
- Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade
- Post-Upgrade Recertification: Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade
- Identifying and addressing any issues arising from the upgrade process in the customizations and integrations
- Documenting and communicating the outcomes of recertification activities to customers
- Knowledge Base Management: Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues
- Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities
- Customer Communication: Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts
- Providing clear and concise explanations of technical issues in a non-technical manner
- Building strong relationships with customers, fostering trust and collaboration
Requirements
- At least 2 years of experience in technical support or implementation roles, preferably in the education or software industry
- Strong understanding of Campusnexus CRM and Anthology Student, including customizations and integrations
- Proficiency in SQL and other relevant scripting languages
- Experience with troubleshooting complex technical issues
- Excellent problem-solving and analytical skills
- Strong written and oral communication skills
- Ability to work independently and as part of a team
- A customer-centric approach and a commitment to providing excellent support
- Fluency in written and spoken English.
Benefits
- Diversity, inclusion, and belonging initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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