Professional Services Consultant, Sydney, Australia

Business Unit: Commercial

Location: Sydney

Contract Type: Permanent/Full Time

Closing Date: 31 December 2019

Professional Services Consultant, Sydney, Australia

The Team

The Professional Services team is responsible for the successful delivery of the GBG products to our Enterprise customers. The team members work with the client every step of the way ensuring that the product is successfully deployed either in proof of concept, Development and Test as well as Production environments.  The solution can be integrated with the customer’s internal systems, in line with the contract and the specification documents, ensuring the service is delivered on time and on budget. Post-delivery the team continue to support the customer for maintenance and future improvements and updates. Handing over to a Support Team once the Run process is embedded successfully. 

 

The Role

You will be responsible for ensuring customer projects are delivered on time in line with agreed timescales. Both onsite and remote support during installation, go live and support phases and is a role including customer based travel throughout the world, with a focus on Europe.

 

What you will do

You will:

  • Manage the delivery of the IDscan product range:
    • Mobile Journeys
    • Web Journeys
    • Scanner based Journeys
    • Omni channel journeys
  • Providing support, guidance and training to the customers implementation team in the use of IDscan
  • Provide consultancy on improving straight through processing rates and become knowledgeable in different types and formats of identification documentation
  • Attend calls with clients to remain updated on Project Status, escalating any issues internally to commercial teams or management
  • Completion of timesheets on tool linked with Project contract obligations and completion of documentation as required by the project methodology
  • Potential fulfilment of the Project Management of a basic delivery, depending on project type and status
  • Onsite visits to assist with implementation and where necessary integrations and liaisons between teams based at IDscan on product capability (Product, Development, QA teams for example)
  • Liaising with Enterprise clients to identify effort required for change requests and issue resolution, logging any enhancement requests
  • Working with other teams in GBG on projects involving multiple teams products and geographies
  • You may also be required, from time to time, to handhold the client during the Proof of Concept (POC) process to show viable product capability

 

To enable you to be successful, we are looking for

Skills:

  • Experience working with web services and systems architecture, competency with / understanding of common coding languages such as Java, .NET, C++, or PHP, is a requirement
  • Ideal but not essential to have some experience across multiple platforms; Windows, Linux, Oracle, AWS
  • Experience in training and communicating, often technical concepts, to a range of audience participants, with vast differences in their technical knowledge
  • Experience working with a client facing project team is desired, experience working in an agile environment using SCRUM methodologies is an advantage
  • Project Management capabilities or certification would be advantageous
  • Experience and confidence in presenting, particularly to senior customer stakeholders would be an advantage
  • Sufficient written communication in English, to support client interactions and provide the necessary level of solution and project documentation

Behaviours:

  • A hands-on attitude, to dive into highly-technical, complex problem-solving tasks when required, an inquiring and curious mind, tuned to problem solving
  • Inquisitive and curious mind, driven to find answers, provide solutions and feedback on improvements e.g. for the product roadmap
  • A team player with a strong preference to communicate, with evidence of the ability to communicate at all levels within an organisation, and in a customer facing roll is required
  • The ability to think and act quickly, particularly under pressure
  • Organised, self-sufficient and confident, combined with a desire to be inclusive and share knowledge
  • Attentive, detailed and timely with respect to documentation

Additionally:

  • Flexibility in working hours, often to accommodate multiple time zones
  • Willing to travel domestically and internationally when required
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