Company Background: Due Diligence Company

Tenure: Permanent

Location: Penang (Remote)

Position: Solutions Servicves Consultant

Job Summary
Our Solutions teams strive for efficient delivery of, and maximum value from the company platform(s) for our clients. The Solutions Services Consultant will be a key figure in ensuring the ongoing success of our platform post-implementation. This role differs provides an adjacent service offering to the Solutions Delivery team by focusing on business-as-usual (BAU) activities, including handling project debt, implementing additional project phase enhancements, and acting as a technical advisor for ongoing client needs. 

Core Responsibilities
Technical Advisory 

• Serve as a trusted advisor on platform configurations, new requirements, and best practices, helping clients optimise their use of the platform.

Ongoing Support 

• Take ownership of project work carried over from the initial delivery, steering all deliverables to completion and to the client’s satisfaction.
   

New Enhancements 

• Manage and execute additional projects, such as the integration of new features or changes in the clients’ workflows.

Platform Maintenance 

• Keep delivered platforms “lights on”, ensuring that they continue to meet client needs with minimal downtime.
   

Global Support 

• Provide support across multiple regions, which may require working unsociable hours to accommodate global time zones.

Other Responsibilities 

Design
• Author change request documentation with precision, ensuring alignment with final published documents suitable for delivery 

Delivery
• Join client calls to support requirements gathering and analysis
• Recommend solutions within platform capabilities and limitations, capturing and documenting requirements
• Collaborate with peers and internal stakeholders to ensure clarity and feasibility on client requirements
• Effectively manage deliverable timelines, risks, and stakeholder communications
• Ensure timely delivery of deliverables
• Configure and customise EB360 platforms to meet client specifications, following best practices for platform configuration 

Continuous Improvement
• Actively engage in team discussions and offer insights for improvement
• Attend internal meetings and training sessions to enhance skills and knowledge
• Contribute new ideas and solutions for process improvement 

Behaviour
• Represent the team positively and transparently in internal and external interactions, aligning with the team mindset

Qualifications
• Project and/or client management skills with the ability to manage multiple tasks simultaneously
• Demonstrable analytical and problem-solving skills, with attention to detail
• Excellent communication skills, both written and verbal (English), with the ability to interact effectively with clients and team members
• Proficiency in configuring and customising software platforms, with a keen eye for detail
• Proactive attitude and ability to work effectively in a team environment

• Willingness to learn and adapt to new technologies and methodologies (today we use API via Postman, plus our main product configuration utilises a pseudo-programming tool)
• [DESIRABLE] Experience in a similar role, preferably within the SaaS industry
• [DESIRABLE] Familiarity with software configuration concepts and tools
• [FAVOURABLE] Bachelor's degree, ideally in Computer Science, Information Systems, or a related field (or equivalent work experience)