Purpose
Independently analyses, specifies and solves high risk and complex service requests,
within the Service Level Agreement, to keep one or several large customer applications
operational.
Result areas
- Customer satisfaction
Ensures optimal delivery of solutions to obtain optimal customer satisfaction and
intimacy also in unstable business situations.
Main activities
- Understands the business value of the company services and solutions for customers;
- Ensures satisfying implementation of services also with more modest means;
- Understands customer needs;
- Encourages cooperation between customers and the company.
- Technical design
Translates the wishes and requirements of the customer towards IT Solutions for several
complex customer applications.
Main activities
- Sets up technical requirements with the customer;
- Sets up technical design based on requirements and the existing solutions;
- Analyses existing problem areas;
- Determines improvements and possible solutions;
- Organizes customer meetings on strategic level and escalation issues.
- Implementation
Implements changes within the application, according to the agreed terms, in order to
adjust the application to the wishes of the customer.
Main activities
- Trouble shooting;
- Develops software;
- Draws up specifications;
- Documents the implementation process;
- Implements changes.
- Consulting
Pro actively offers assistance and advice to pears and large customers in complex
and/or unstable situations, in order to give optimal support to customers.
Main activities
- Advises customers on core application related issues;
- Communicates with all parties (especially the customer), which solutions have been chosen en which actions are being taken;
- Analyzes, recognizes and defines problem situations in new applications;
- Gives advice to customers and users with regards to possible improvements and implementation.
- Quality
Performs all necessary activities with regards to complex incidents, within the SLA, 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 parallel in relation to the functional design.
- Is responsible for handling requests in the areas of incidents, problems, changes and general application issues;
- Forwards internal and external actions in order to solve the reported incidents, problems and/or service requests.
- 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 and the
organisation.
Main activities
- Supports the commercial process;
- Gives advice to the company;
- Assists others with complex activities;
- Prioritizes strategic versus on-going commitments;
- Mentors other team members.
- Sales
Proactively signals and generates new company-business in order to obtain extra income
and increase customer satisfaction.
Main activities
- Informs account management on possible extra work;
- Negotiates with customer for additional work;
- Produces independently commercially feasible proposals;
- Takes the lead in (parts of) large and complex sales cases (national and international);
- Generates leads from own network.
- Planning & Administration
Ensures timely and correct planning and administration of the project/contract team
within 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 of the project/contract team;
- Ensures team delivery within time, within budget and agreed quality;
- Monitors progress of project/contract team;
- Communicates on forehand about possible delays or overrun.
Quantative facts
Guides of 4-6 consultants.
Job Requirements
Education
- Bachelor level (HBO or simular).
Experience, knowledge and skills
- A minimum of 3 years of specialization in one or several platforms as a Technical
- Application Consultant or in a similar position;
- Technical IT specialism in several areas of software development, databases, operating systems and/or network infrastructures.
Competences
A.4 Delegating
B.2 Market orientated
B.3 Networking
B.4 Taking risks
C.4 Vision
D.8 Impact
E.2 Stress resistant
E.5 Flexibility