The Senior Services Engineer provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. This role impacts departmental operations, conducting planning and execution. While the role has some autonomy, it is focused on the execution of activities within standard functional practices and procedures.
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Roles & Responsibilities
- Manages project delivery to ensure quality and satisfactory levels of customer satisfaction. Addresses all customer concerns/issues in a timely and satisfactory manner.
- Performs installation, configuration, and customization of APM for customers based on functional requirements and design.
- Updates standard system architecture based on customer specifics and develops standard technical design specifications to drive standardization and maximize reuse of content developed for previous solutions.
- Creates work breakdown structures and estimates for standard technical activities.
- Conducts limited experience in business processes and applications by interviewing stakeholders and documenting findings in a structured manner.
- Collaborates with cross-functional teams, including Project Managers and Services Consultants, to identify and scope application changes, adhering to the change management process.
Qualifications/Technical Skills
- Bachelor's degree or equivalent (defined as: High School Diploma/GED with 3+ years progressive experience in software services).
- 5 years experience in APM technical implementation and 6+ years in client-facing consulting focused on technical configuration using databases, .NET code development, or software implementations.
- Proficient in software analysis, design, methodology, and architecture with programming experience in Microsoft Visual Studio / Development tools.
- Experience working with SQL and Oracle databases and basic database administration, including restoring and backing up.
- Strong experience with SQL Server Reporting Services and SQL Server Analysis Services.
- Familiarity with commonly used EAM (Enterprise Asset Management) systems such as SAP, Maximo, or Oracle EAM is a plus.
- Understanding of various delivery methodologies (i.e., Iterative, Waterfall, Agile) and able to apply them to assigned projects.
Behavioral Competencies
- Demonstrated ability to learn new software development practices, languages, and tools.
- Excellent communication skills, both verbally and in writing.
- Strong problem-solving and analytical skills, able to work independently and as part of a team.
- Ability to establish strong relationships with customers to understand their needs and concerns.
- Capability to clarify requirements and seek to understand problems thoroughly before implementing solutions.
Additional Information
Relocation Assistance Provided: Yes
This is a remote position.
Location: Remote, Qatar.
