Job Description/Scope:

The Functional Consultant is responsible for the successful Zendesk Implementation and configuration of Zendesk solutions. This individual will work closely with clients to understand their business needs and translate them into effective Zendesk configurations.

Key Responsibilities:

• Implementation & Configuration
  • Lead or contribute to the implementation of software solutions, including configuration, data migration, and integration with other systems.
  • Perform system testing, including unit testing, integration testing, and user acceptance testing.
  • Provide hands-on training and support to end-users on the implemented solutions.
  • Troubleshoot and resolve system issues during implementation and post-go-live.
• Solution Design
  • Actively participate in pre-sales activities, including solution demonstrations, presentations, and proposal development.
  • Gather and analyze client business requirements through workshops, interviews, and document reviews.
  • Design and document detailed functional specifications and system configurations.
  • Translate client business needs into effective and efficient solutions using our software platform.
• Project Management & Delivery
  • Contribute to project planning, scheduling, and budgeting.
  • Monitor project progress, identify and mitigate risks, and ensure timely delivery of projects.
  • Effectively communicate project status and any potential issues to project stakeholders.
• Client Relationship Management
  • Build and maintain strong relationships with clients, acting as a trusted advisor.
  • Proactively identify and address client needs and concerns.
  • Ensure client satisfaction throughout the project lifecycle.

• Knowledge Management & Continuous Improvement:
  • Stay abreast of industry trends and best practices in business process management and software implementation.
  • Share knowledge and best practices with the team through internal training sessions and documentation.
  • Contribute to the continuous improvement of our software solutions and delivery processes.

Required Skills & Experience:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience as a Functional Consultant or in a similar role.
• Proven experience in implementing and supporting enterprise software solutions (e.g., ERP, CRM, HCM).
• Strong understanding of business processes and best practices in various industries.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong project management and organizational skills.
• Experience with Agile development methodologies is a plus.
• Experience with specific industry-standard certifications (e.g., Oracle, SAP, Salesforce) is highly valued.

Key Performance Indicators (KPIs):

• Client satisfaction scores
• Project delivery success rate
• On-time and on-budget project completion
• Utilization rate