Application Consultant

Job ID: PRSV-Q110-001 Location: Marlow, England

Summary
KANA Software, Inc. is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it.

Our employees contribute to our culture that combines the creativity and intimacy of a startup with the critical mass and capabilities of a mature company. This culture is centered around and built up by our employees, and we foster and encourage innovation, trust, respect, execution and entrepreneurial values at all levels of our organization.

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Job Function:

In this role, the Application Consultant helps implement and deploy complex enterprise software solutions. The Application Consultant serves as the primary technical resource for customer engagements and works as part of a delivery team. The expertise and work effort primarily focuses on identifying and understanding key customer problems and requirements; creating functional and technical designs; and installing, configuring, customizing, and integrating enterprise software into existing customer environments. The Application Consultant is responsible for completing project-related activities, including facilitation of client design sessions, capturing business and technical requirements, creating detailed designs, installing software, configuring the software, troubleshooting complex technical issues, completing testing activities, and training customers on technical administration of the software. This is a full time, salaried position.

Job Responsibilities:

· Design, install, configure, troubleshoot, and test enterprise software applications including (operating systems, databases, and other 3^rd party software to meet customer requirements

· Create and complete various project activities and deliverables including design documents (e.g. technical architecture, functional designs, test specifications) and training materials, as well as hands-on activities associated with installing and configuring software

· Achieve a high level of customer satisfaction through careful planning, creative problem solving, solid expectations management, and effective relationship development

· Contribute to company growth through the creation and sharing of knowledge, lessons learned, and best practices based on project experiences

· Use analytical and problem solving skills to identify customer problems, gather supporting data, and recommend process and technical improvements

· Identify and understand how customers will interface with software applications in order to define the user experience

· Gain a thorough understanding of the customer’s customer service objective, culture, organizational structure, skills, experience, and processes in order define and implement change management within the customer’s environment

· In addition to working on billable client projects, the Application Consultant may also assist as needed with pre-sales activities

Travel Requirements: Typically less than 50%, but up to 100% at times

Required Skills:

· A quick learner who can easily assimilate new technologies and skills.

· Excellent interpersonal, organizational, and time management skills.

· The ability to work well in a team setting and independently.

· Strong communication skills with the ability to communicate at all levels across a client’s organizational structure.

· Ability to lead and influence clients; ability to facilitate joint design sessions with clients; ability to develop and deliver formal and informal training to clients.

· Ability to identify, understand, and analyze complex customer problems; ability to translate customer needs into requirements and detailed designs.

· Ability to adapt to various client environments and corporate cultures.

· Requires solid functional and technical knowledge of enterprise software applications and SDLC methodologies.

· Firm understanding of RDBMS to support the design and build of custom reports.

Preferred Technical Skills:

o Operating Systems: UNIX, Solaris, Linux, MS Windows, AIX.

o Web servers: Apache, IIS.

o Application Servers: Tomcat, Weblogic, Websphere.

o Databases: MS SQL Server, Oracle, JDBC, ODBC, DB2.

o Languages: Java, JSP, JavaScript, HTML, DOJO, AJAX, SQL.

o Networking: Understanding of TCP/IP, Routing.

o Security: Firewalls, Authentication Systems, VPN’s, SSL.

o Other: Data storage, back-up, failover, load balancing, load/performance testing, Eclipse, Websphere Integration Designer, Websphere Process Server, Reporting.

Required Experience: Minimum of 3 years with Object-Oriented technologies and deploying and/or supporting enterprise software; proven expertise in designing and deploying web architectures.

Preferred Experience: Previous consulting or systems integration experience is a strong plus; working knowledge of Call Center/Customer Service operations; experience working in a matrix environment; experience deploying or integrating with Siebel, Clarify, Kana, RightNow, Talisma or other CRM applications will be useful; experience with natural language products, enterprise search technologies (e.g. Google, Verity, Endeca) or knowledge management systems is a plus (Kana, Knova/Kanisa, ATG/Primus, InQuira)

Required Education/Training: Bachelors degree(s) or equivalent experience required

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