Purpose
Analyses, designs, specifies for one or several customer applications, within the Service
Level Agreements, in order to produce adequate functional designs, impact analyses
and functional solutions.
Task and Responsibilities
1. Customer satisfaction
Ensures optimal delivery of solutions to obtain optimal customer satisfaction and
intimacy.
Main activities
- Understands customer needs;
- Understands the business value of the company solutions for customers;
- Encourages cooperation between customers and the company.
2. Functional Design
Translates the wishes and requirements of the customer into effective IT Solutions,
within the SLA, in order to produce a functional design that may serve as adequate input
for the Technical Application Consultant.
Main activities
- Translates Business concepts into clear IT concepts;
- Sets up requirements together with the customer;
- Organizes and attends the regular user meetings and issue meetings.
3. Consulting
Proactively offers assistance and advice to pears and customers, in order to give optimal
support to customers.
Main activities
- Advises customers on core application related issues;
- Supports the Technical Application Consultant in setting up a technical design.
- Communicates with the stakeholders which solutions have been chosen en which actions are being taken;
- Is informed and if necessary takes action on the actual user experience of the application;
- Is informed of the periphery of the application (technical as well as on a process level in the organization.).
4. Quality
Performs all necessary activities with regards to the incidents, within the SLA determined
specifications, in order for the designated application to become and stay available for
the customer on a good quality level.
Main activities
- Ensures a good usability, integrity and structure of the application;
- Makes sure the application is thoroughly tested during the several fases;
- Makes sure that the application runs synchronous in relation to the functional design;
- Is responsible for handling requests in the areas of incidents, changes and general application issues;
- Forwards internal and external actions in order to solve the reported incidents.
5. Knowledge
Takes initiative to the professional development of colleagues in such a way that a
contribution is made to the future qualitative service in the profession.
Main activities
- Assists others with complex activities;
- Prioritizes strategic versus on-going commitments;
- Mentors other team members.
6. Sales
Proactively signals potential company-business in order to obtain extra income and increase
customer satisfaction.
Main activities
- Assists in presales cases;
- Informs account management on possible extra work.
7. Planning & Administration
Ensures timely and correct planning and administration, within the company standards and
agreements and in accordance with customer-administrations, to ensure a professional
delivery.
Main activities
- Ensures timely and correct administration of time sheets;
- Ensures delivery within time, within budget and agreed quality;
- Monitors progress of own tasks;
- Communicates on forehand about possible delays or overrun.
Quantative
Guiding of 2-4 (junior) consultants;
Job Requirements
Education
- Bachelor level (HBO or similar)
- ASL/BiSL certification
Experience, knowledge and skills
- A minimum of 3 years experience in a similar position;
- Wide IT knowledge in the area of software development, databases, network systems and/or infrastructures;
- Experience with implementing and/or supporting test paths and test methodologies.
Competences
A.5 Planning and organizing
A.6 Progress tracking
B.5 Initiative
C.2 Judgement forming
C.3 Decisiveness
C.5 Organization sensitivity
D.2 Verbal communication
D.6 Persuasiveness
E.3 Autonomy