Application Consultant

AIM Reports to: Technical Manager / Team Lead

Department: Success Services Customer Success

The job

The Application Consultants primary responsibility is to provide technical application support to all cloud-based Information Management customers.

Key responsibilities

• Escalated support for technical incidents, handling advanced support requests and aiding Level-1 team
• Implementation of non-standard Service Requests
• Leading longer, detailed tasks and requests, including escalated requests from Level-1
• Providing guidance, experience and leadership during Major Incidents. Application Consultants have a key role in supporting the existing clients and contributing to the growth of business within AVEVA
• Dimensions The Success Services Team are responsible for resolving more complex application and configuration related issues on implementations that have been formally handed over to Global Customer Support from AVEVA Service Delivery and implementation teams
• They will also scope, estimate and help to implement Success Accelerators for Information Management and help to ensure operational environments are optimised and appropriately managed on a per-customer basis
• The Application Consultant would be expected to demonstrate strong practical knowledge of AVEVA Information Management products and the disciplines/industries they are deployed in
• In addition, they will work with Service Delivery colleagues as projects approach go live to ensure the project is ready for handover, reviewing support documentation and receiving advance training on the solution to complete knowledge transfer
• The role is primarily based in Hyderabad but may require occasional travel.
• Core hours are the India business day; however, there is scope for flexibility within the team rota.
• Principal Accountabilities Respond to support incidents in line with customer and internal SLA requirements.
• Have and develop technical skills within your primary domain and into other AVEVA product areas to assist in the growth of the Customer Success team. Deliver excellent, professional and knowledgeable services, both internally and to AVEVAs customers and prospects.
• Be able to work with members of product development and sales managers to develop solution positioning and client support.

Working relationships

• To work with colleagues in the wider support teams, L1 24x7 Cloud Support Team, L2 Application and Product Support teams, Service Delivery and Test Teams to ensure support issues are thoroughly investigated and resolved with customer satisfaction in mind.
• Provides assistance, guidance and technical knowledge to others in the Customer Success organisation, including Customer Success Managers and Technical Account Managers engaged with customer accounts.
• Develops good working relationships with customers at all levels of seniority and always provides the highest level of customer service and professionalism.

Essential skills

• 4-7 years of experience working in a Technical Software Services/Support role, operating in the CAD, Document Management or Information Management markets
• Experience of AVEVA NET solution implementation is preferred or any competitor solution
• Possess a broad IT knowledge to include: network infrastructure, relational database theory and physical design; good knowledge of client and server platforms; understands complementary technologies and applications and their integration
• Advanced skills in some/many of the following technologies or skills
• Public cloud providers (AWS and/or Azure), troubleshooting, basic architecture concepts
• Business Analysis skills and project coordination/management experience on small projects (sub 30 days)
• Documentation and technical author experience, process writing, workflow definitions.
• Able to demonstrate capable customer-facing documentation output. Demonstrates a sound background in several of the following: C#, .NET framework, JavaScript, XML, PowerShell, SQL, SSRS/SSIS, MS Office tools
• Working knowledge of CAD file formats such as PDMS/DGN/DWG/PDS/SmartPlant would be an advantage o Data analysis and reporting, SQL queries, Grafana, dashboard tools etc. Excel PowerPivot/PivotTables.
• Experience and expertise with AVEVA software products or technologies support experience, implementation experience.
• Strong customer service skills
• Good problem-solving skills
• Operates effectively as a member of a dynamic team, often working across multiple countries and time zones.
• The ability to manage and handle multiple and possibly competing commitments simultaneously.
• Good verbal and written communication skills in English
• Demonstrates sound presentation skills, creates concise and clear documentation
• Invests in own self-study related to the industry, software modules and supporting technologies In addition, the following will be beneficial
• Working knowledge of AVEVA Connect
• Hands-on work experience in the Engineering domain with an OO or EPC.
• Good to have knowledge of Engineering Design software like AVEVA E3D, AVEVA Engineering etc.