Senior Analyst, Sustainment Support

Optis Consulting•Vancouver, BC

19d•Hybrid

About The Position

Optis Consulting is actively seeking a Senior Analyst, Sustainment Support to join our Vancouver, Toronto, Calgary, or Montreal team. The Senior Analyst, Sustainment Support will serve as liaison between Optis and our customers, working with our solution partners, as well as with our functional and technical teams to ensure obligations in ongoing sustainment support contracts are met, ensuring client satisfaction. We are looking for a personable and effective communicator, with a high customer centric approach, and an ability to quickly solve problems and ensure service-level agreement (SLA) performance. The individual must be able to manage ambiguous or uncertain situations, be adaptable, proactive, and willing to take ownership.

Requirements

1.5+ years of software customer support experience.
1.5+ years of experience working with market-leading Source to Pay solutions.
Experience working with Ivalua is preferred (Ivalua experience as a platform administrator or platform support).
Experience working with SAP Ariba, Coupa, and GEP will also be considered.
University degree or diploma in Computer Science, Information Technology Management, Business Operations Management, or Supply Chain Operations is preferred.
Pre-existing software support experience, and high customer centric approach.
Experience guiding end users through troubleshooting over the phone and walking them through documented setup procedures.
Team player with strong problem-solving skills and a 'can do' attitude.
Must be detail-oriented and have the ability to manage priorities and deadlines.
Strong written and oral skills are required, including an ability to clearly explain complex concepts.
High energy with the capability to multi-task in a dynamic, rapidly growing organization.
Able to work with various teams and support multiple projects simultaneously.
Ability to work collaboratively with employees within department and across functions.

Responsibilities

Deliver outstanding customer support and develop customer relationships.
Manage ticketing systems, responding and addressing requests within the SLA timeframe and escalating issues, as necessary.
Minimizing outages and resolving issues quickly, effectively, and professionally.
Perform configurations to address defects or enhancements as identified and approved by the client.
Troubleshoot customers’ platforms and escalating to solution partners, technical and functional teams, and/or management when appropriate. Coordinating and ensuring that the right people are brought in at the right time.
Follow up on tickets until resolved. Ensuring that problems are corrected within identified performance targets.
Create and present reports from the ticketing systems.
Populate pre-determined client success metrics or KPI’s, based on information gathered from clients, or using the report creation tool.
Maintain appropriate records and documentation on service work performed. Ensure timely communication with clients on service order status, SLA performance, system performance and potential issues.
Summarize partner product release notes and create presentations highlighting key features for the client.
Acquire and maintain certifications across the client partner product systems including, but not limited to Ivalua, Coupa, SAP Ariba, GEP and Celonis.
Display credible knowledge of procurement processes and Source-to-Pay solutions.
Collaborate with the Sustainment team to continuously improve the sustainment practice as directed.
Support our Sustainment team in confidently pitching our support value proposition, and accurately crafting support estimates based on scoping with clients.
Identify sustainment sales or expansion opportunities.