The Professional Service Practice Manager will lead the team to facilitate the achievement of business objectives and will have commercial and financial responsibility to ensure the achievement of the team’s goals, as well as ensure the optimisation of our resources to ensue successful delivery of services to our customers and to continuously improve our ways of working (methodologies, tooling, documentation) and develop new service offerings.
As a Software Implementation Consultant your knowledge of the Akari Curriculum Management solution will be applied to guiding and advising customers in the definition of business requirements, configuring the application to meet those business requirements and providing training to end users.
As a Software Support Engineer you will serve the Akari Client base by troubleshooting (using product knowledge, analytical skills and experience) and tracking to preset Service Level KPI’s inbound application issues/requests, using the Atlassian JIRA Service Management Desk. You will create and maintain technical and functional documentation in support of problem resolution captured via JIRA. Additionally you will have the opportunity to contribute to product improvement, working closely with the product team, by identifying issue patterns, usage and functional improvements.