Purpose
Analyses, specifies, and solves service requests, within the Service Level Agreement, to
keep one or several customer applications operational.
Tasks and Responsibilities
- 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.
- Technical Specification
Translates the wishes and requirements of the customer into effective IT solutions,
within the SLA, by producing the technical specification.
Main activities
- Sets up technical requirements with the customer;
- Sets up technical design based on requirements and the existing installation;
- Configures and solves incidents;
- Analyses existing problem areas;
- Determines improvements and possible solutions;
- Attends the regular user meetings and issue meetings.
- 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
Proactively offers complex technical assistance and advice to pears and customers, in
order to give optimal support to customers.
Main activities
- Advises customers on core application related issues;
- Communicates with stakeholders which solutions have been chosen and which actions are being taken;
- Analyses, recognizes and defines problem situations;
- Gives advice to customers and users with regards to the possible improvements for example through a consultancy report;
- Gives advice to customers and users with regards to the implementation.
- 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 fazes;
- Makes sure that the application runs synchronous 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.
- Knowledge
Contributes 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
- Transfers knowledge and skills;
- Assists colleagues with certain activities.
- 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.
- 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.
Quantitative
Guiding of 2-4 (junior) consultants.
Job Requirements
Education
- Bachelor level (HBO or simular).
Experience, knowledge and skills
- A minimum of 3 years of experience on one or several platforms or a specialization on one platform as a Jr. Technical Application Consultant or in a similar position;
- Technical IT knowledge in the area of software development, databases, operating systems and/or network infrastructures.
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