Job Summary: The PSE serves as an technical product expert in ITG’s portfolio of software products; Highly proficient in product use, product deployment and resolution of technical support issues; delivers onsite support / consulting services at customer locations and remote engagements; Adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline; and proactively supports the success of ITG Software teams; Works from written specifications and pre-established guidelines to perform the functions of the role. Provides subject matter, business-process expertise and technical leadership; leads client support tasks / projects to successful completion. Essential Duties and Responsibilities: Provide onsite and remote setup, installation, configuration and training of ITG Software products. Act as a technical reference / subject matter expert in all areas of the product features and client business processes. Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement. As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the unique challenges customers face in optimizing the effectiveness of ITG Software products. Make recommendations to enhance the likelihood of customer success, including: system configuration, workflows, remediation of defects, application usage, enhanced product features and improvements to implementation of ITG Software products. Participate in and conduct demonstrations and events for customers evaluating ITG Software products. Identify and resolve engagement issues, independently, to the greatest extent possible - only escalating issues as appropriate, starting within the Professional Services team. Identify and report software defects to development teams via bug tracking system. Coach and develop team members to increase the team’s bench strength and flexibility. Participate in regular work process reviews with PSD team members to confirm use of best practices. Translate complex business, functional and technical requirements into detailed work / development tasks; prepare Project Scope statements. Participate in RFP response process by developing and compiling documentation. Estimate the duration of product deployment and training tasks. Create new and extend existing operational documentation and training materials based on industry best practices and established international standards; author detailed documentation for work processes. Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product-line. Prioritize and organize support tasks in order to contribute to meeting project and product deployment goals on-time and on-budget. Understand and evaluate new technologies, develop skills in new technologies. Provide ongoing technical support for assigned accounts; manage customer communication and expectations. Complete special projects and assignments as assigned.
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