Software Support Consultant

Job Description:

• Perform system design and configuration
• Design and develop reports
• Conduct testing and remediation
• Perform data conversion
• Design integrations
• Provide software support
• Investigate and reproduce issues, provide fixes and workarounds, verify changes, and maintain continued support
• Investigate and resolve challenging client support tickets
• Monitor and own support metrics, including backlog, closure times, workload distribution, response and resolution times, and escalations
• Apply appropriate development methodologies and best practices to ensure successful and timely delivery
• Collaborate through requirements gathering, testing, rollout, and operations phases to ensure seamless transitions
• Summarize and present results to globally distributed team members and clients
• Understand technical requirements to ensure accurate implementation
• Work with data and derive insights through reports and dashboards
• Contribute to timely delivery of multiple projects within a virtual global team
• Work with Tango's US-based teams and clients worldwide
• Travel internationally as needed to work with clients

Requirements:

• Ability to communicate effectively with international team members and clients
• Ability to quickly understand business processes and how technology enables those processes
• Good understanding of SDLC or software implementation lifecycle
• Prior system configuration experience based on design specifications is a plus
• No prior Oracle or ADF experience necessary
• Ability to investigate and reproduce issues, provide fixes and workarounds, verify changes, and ensure continued software support
• Ability to investigate challenging client tickets and close them
• Ability to monitor and own support metrics, including ticket backlog, average time to close, workload distribution, first response time, resolution time, and ticket escalations
• Strong understanding of databases such as Oracle and SQL Server
• Strong Excel skills
• Strong SQL skills
• Knowledge of development methodologies such as agile and waterfall and best practices such as client reviews, QA procedures, and unit testing
• Ability to collaborate through requirements gathering, testing, rollout, and operations phases
• Ability to summarize and present results to global team members and clients
• Ability to understand technical requirements for accurate implementation
• Experience or familiarity with Business Intelligence and Data Visualization tools such as Power BI, Tableau, or Qlik is good to have
• Ability to work with data and derive insights through reports or dashboards is an added advantage
• Ability to work within a virtual global team environment and contribute to timely delivery of multiple projects
• Willingness to travel internationally as needed
• Willingness to work from 3 PM IST to 12 AM IST with appropriate meal breaks
• Bachelor's/Master's degree specializing in Computer Science, MIS, IT, or another computer-related discipline
• 3-6 years of relevant consulting-industry experience on medium-to-large-scale technology solution delivery engagements
• Experience with Jira, Zendesk, or similar tools
• Extensive experience with system implementation, reporting, back-end database management (e.g., Oracle, Teradata), and/or ETL interfacing (e.g., Informatica, SSIS)
• Hands-on experience with Power BI, Tableau, and Qlik
• Immediate joining required

Benefits:

• Work from home
• Appropriate breaks for meals
• Potential to gain extensive knowledge across multiple client areas
• International travel opportunities as needed to work with clients