Solution Consultant L2

Overview:

The L2 Solution Consultant plays a key role in Extropy's centralized support and delivery model by providing advanced functional, technical, and process expertise across client pods. L2 Consultant leads the resolution of complex issues, performs deeper configuration and analysis tasks, and supports continuous improvement initiatives for Extropy's clients.

This role bridges operational execution and solution optimization — ensuring that Extropy's professional services maintain high quality, consistency, and scalability across all engagements.

Key Responsibilities

Advanced Process Monitoring & Analysis

• Lead the analysis of Business Transactions (BT) and identify recurring patterns or root causes of exceptions.
• Deliver detailed monthly PIO insights with actionable recommendations for process optimization.
• Collaborate with SMEs and Solution Architects to propose preventive and corrective measures.
• Evaluate automation opportunities and contribute to process improvement initiatives.

Documentation & Governance

• Review, validate, and enhance documentation for accuracy and completeness.
• Develop advanced process and technical documentation for complex workflows and configurations.
• Contribute to knowledge governance by ensuring adherence to Extropy documentation standards.
• Support audit readiness and compliance reviews as required.

Configuration & Solution Management

• Perform advanced configuration tasks in Basware and related P2P platforms (e.g., workflow setup, supplier integrations, data mappings).
• Lead UAT execution and issue validation, coordinating between clients and internal teams.
• Perform root cause analysis on configuration or integration issues and implement solutions with minimal supervision.
• Support and validate system changes, upgrades, and new feature rollouts.

Client Support & Incident Resolution

• Act as the second level of escalation for L1 and client-reported issues.
• Troubleshoot end-to-end process or configuration issues with minimal guidance.
• Provide guidance to L1s on ticket categorization, prioritization, and follow-up communication.
• Ensure timely and high-quality responses in line with Extropy's SLA and governance standards.

Training, Mentoring & Knowledge Sharing

• Mentor and train L1 consultants on system functionalities, issue resolution, and best practices.
• Conduct internal workshops and contribute to the development of advanced training content.
• Collaborate with the Enablement and Delivery teams to maintain up-to-date process knowledge bases.

Collaboration & Stakeholder Management

• Work closely with Project Managers, Solution Architects, and Technical Leads to ensure alignment between support and implementation streams.
• Participate in client meetings, providing insights on process efficiency, issue trends, and improvement opportunities.
• Collaborate with internal governance teams to maintain time tracking, task management, and reporting discipline in Asana.

Qualifications and Experience Requirements

Required Experience

• 5–3 years of hands-on experience in AP automation, P2P processes, or SaaS/ERP implementations.
• Practical experience configuring or supporting Basware, SAP, Oracle, NetSuite, or similar financial systems.
• Demonstrated experience owning workstreams (UAT, configuration, integrations, master data, reporting, or vendor enablement).
• Prior experience collaborating with clients, business SMEs, or cross-functional delivery teams.
• Exposure to requirements gathering, documenting functional specs, and managing small tasks or mini projects independently.
• Proven ability to troubleshoot issues using structured problem-solving and data-driven analysis.

Technical Skills

• In-depth understanding of Procure-to-Pay workflows, including invoice processing, purchase orders, and supplier management.
• Experience in Basware configuration, workflow design, and integration troubleshooting.
• Familiarity with API concepts, data mappings, and SFTP-based file exchanges is a plus.
• Proficiency with tools like Asana, SharePoint, and MS Office Suite.
• Ability to guide and review work of L1 team members.

Soft Skills

· Strong analytical mindset with the ability to break down complex problems.

· Clear and confident communication with clients and internal teams.

· Ability to mentor L1 consultants with patience and clarity.

· High accountability with strong follow-through and attention to detail.

· Adaptability to changing project demands and comfort working in ambiguity.

· Proactive, resourceful, and solution-oriented approach to issue resolution.

Key Competencies

· Strong ownership and accountability mindset.

· An analytical approach with the ability to identify process and system optimization opportunities.

· Effective collaboration and mentoring skills.

· Adaptability to new technologies and dynamic client requirements.

· Consistent adherence to Extropy's governance, documentation, and quality standards.

· Fluent in French, Spanish, or German in business conversations (nice to have)

Education Requirements

· Bachelor's degree in Information Systems, Business, Computer Science, Engineering, or related field preferred.

· Relevant P2P/AP automation training or Basware certification strongly preferred.

Work Arrangement

· Remote

· 9AM to 5 PM EST with flexibility working with global teams across multiple time zones.

Travel Requirements

· No travel is required.

Key Performance Indicators (KPIs)

· SLA adherence for L2 ticket resolution and escalation handling.

· Accuracy and completeness of advanced documentation and process materials.

· Quality and depth of monthly PIO insights delivered to clients.

· Reduction of recurring BT issues through root cause analysis.

· Successful validation and execution of configuration changes with minimal rework.

· L1 enablement effectiveness (training delivered, decrease in L1 escalations).

Progression Goal:Develop deep configuration, integration, and diagnostic expertise to operate as a senior functional and technical escalation point, progressing to L3 within 18–24 months by demonstrating mastery of complex issue resolution, solution optimization, and mentorship leadership.