Implementation Consultant II

Description Implementation Consultant II Bangalore, India The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.  For more information about Anthology and our career opportunities, please visit anthology. Primary responsibilities will include: Troubleshooting and Issue Resolution: Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations Analyzing error logs, system logs, and other relevant data to identify root causes of problems Implementing effective solutions to address reported issues Upgrade Planning and Execution: Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade Post-Upgrade Recertification: Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade Identifying and addressing any issues arising from the upgrade process in the customizations and integrations Documenting and communicating the outcomes of recertification activities to customers Knowledge Base Management: Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities Customer Communication: Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts Providing clear and concise explanations of technical issues in a non-technical manner Building strong relationships with customers, fostering trust and collaboration The Candidate: Required skills/qualifications: At least 2 years of experience in technical support or implementation roles, preferably in the education or software industry Strong understanding of Campusnexus CRM and Anthology Student, including customizations and integrations Proficiency in SQL and other relevant scripting languages Experience with troubleshooting complex technical issues Excellent problem-solving and analytical skills Strong written and oral communication skills Ability to work independently and as part of a team A customer-centric approach and a commitment to providing excellent support Fluency in written and spoken English Preferred skills/qualifications: Understanding of integration between CampusNexus CRM and Anthology Student Understanding of Anthology Student integration with Learning Management Systems Experience in ticketing tool Salesforce - Service Console This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.