Customer Engineer (Implementation Engineer)
Candidate will work directly with our customers to understand their mobile use cases and specific requirements, and then implement a solution to meet those requirements on our Mobility Platform. Candidate must have excellent communication, organizational, and writing skills, in addition to a technical background.
Job Responsibilities include:
Consult Customers on Best Practices and optimal implementation choices.
Write Requirements Specification documents that articulate Customers' requirements and design preferences.
Review and Revise Requirements Specification document with Customer until it has been approved.
Use the Mobile Reach AppStudio to design and build Mobile Reach Apps that match approved Requirements Specification.
Design and build Mobile Reach Apps to support mobile tasks associated with and connect to Enterprise applications.
Participate and support Customers through their Go-live activity.
Transition the Customer to Mobile Reach Support when the project has completed.
Keep track of job tasks, project status, all communications with Customers.
Follow good Project Management practices in tracking, organizing, and communicating internally and externally.
Skills Requirements for the position include:
Understanding agile software development methodologies (e.g. Scrum)
Experience using, designing, and implementing mobile applications
BS in Computer Science or similar degree
Experience with enterprise ERP, CRM, and/or ITSM applications
Experience working directly with customers: gathering requirements, consulting, and/or implementing solutions
Personality Requirements for the position include:
Customer-focused work ethic
High level of integrity
Self-motivated
Good problem solver
Recommended additional skills include:
Experience with Field Services or Field Technician organizational processes
ServiceNow, Remedy, or other backend enterprise system Administrator certification
Experience in implementing enterprise system processes and functions.
Experience in Java, JavaScript, Glide
Working knowledge of relational databases
Experience implementing IT Service Management tools
Knowledge of LDAP/Active Directory
Relevant IT Architecture experience
Experience with IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog, Configuration Management Database, Asset Management)
Basic understanding of ITIL v3 methodologies
Ability to lead requirements gathering sessions to understand and design a Customer's mobile use cases.
Some travel may be required. (25%)
Education:
Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Business (with a strong IT background), Industrial Engineering (with a strong IT background), or other related degrees.
Experience:
Experience with ServiceNow, Remedy, or other Enterprise system(s) Development or Product Development
Strong preference for experience in the workforce management industry and/or with OSS/BSS, ERP, ITSM, and ITAM systems, or other complex, enterprise-wide software implementations.
Experience with a variety of mobile devices/operating systems (i.e. iOS, Android and Windows Mobile)
Applied business and technical experience is essential including a good Understanding of Business Rules & Constraints.
Applied skills in critical thinking and analysis, meeting facilitation, outstanding verbal and written communications and interpersonal interactions (e.g., partnering, conflict management, consulting, etc.).
Experience in Data Mapping, System Mapping, Technical Specification (i.e.: Interface) documentation.
Understanding of basic programming principles
Understanding of database schema design and XML a plus.
Ability to clearly communicate technical concepts to non-technical users.
Position is located in Cary, North Carolina