Requirements: English
Company: Itineris
Region: Ghent , Flanders
Theres a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers needs into the best software, selling, coding, or keeping our business running smoothly, were united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.
What you will work on
As our Functional Consultant, you provide support on all UMAX functionalities to our European customers. In this role, you not only develop a strong professional relationship with our clients, but also quickly learn all ins & outs of our UMAX application, which will enable you to become a functional expert.
You will be part of the Service Delivery Team. This team provides functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities. It monitors the high availability of the functionalities, makes sure there are no disruptions in use, and guarantees high reachability for user help requests (incidents & bugs) and short lead times for standard and non-standard changes.
UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.
As our Functional Consultant, you....
- Are a part of a cross customer care team and report into the service delivery manager.
- Manage professional and successful service delivery approach towards the customer.
- Are the owner of the case assigned and take the responsibility to
- Monitor SLA
- Manage escalation tasks
- Do the intake and first analysis of case
- Perform end-to-end testing of solution for the assigned cases (either self-executed or assuring testing has been done).
- Maintain list of known work-arounds and issues/problems.
- Maintain Knowledge base (update articles, write articles).
- Analyze Change requests received from customers and prepare the required information for a next level consultant.
- Detect new business opportunities and communicate them to Business Development.
What you bring
- Bachelor or masters degree with affinity in IT.
- Strong interest in functional business processes.
- Min. 3-5 years previous experience in an Application/Functional Support/Service Delivery role.
- Strong customer focus, is quality driven and proactive.
- In-depth analytical and problem-solving skills.
- Quick learner and eager to learn.
- Result-oriented and responsible (= takes ownership).
- Team player with a flexible attitude.
- Excellent oral & written communication skills in English.
- Knowledge of a business application (ERP is an asset).
What we offer
- A fast-growing and international environment with offices in beautiful Ghent (Belgium), bustling Atlanta (USA) and lively London (UK).
- Working with future-ready water and energy companies and building valuable utility expertise.
- Internal mobility, developing your career through various educational programs and growth paths.
- An entrepreneurial mindset where you have a direct impact on our growth journey.
- An open environment where we understand the importance of taking a break to recharge and achieve the best results. We make it a priority to celebrate milestones, both big and small.
- Onboarding, learning and buddy programs to get ready for a smooth start in your new job.
- A flexible and inclusive working environment where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best.
- Competitive perks & benefits, because we want to help you reach your full potential, both at work and in your personal life.
- A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.