Introduction
The IBM-Apptio Americas Customer Success Managed Services (MS) team is a high performing team of technical and business consultants with deep expertise in the configuration and deployment of Apptio's SaaS solutions for enabling Technology Business Management (TBM) within IT organizations.
You
We are seeking individuals with business and technology consulting experience to support our customers' continued success and adoption, post-implementation, through proven best practices. In this hands-on role you will manage a portfolio of customers, collaborate closely with the IBM-Apptio Customer Success team and utilize your strong technical aptitude to directly impact the value realized by the customer and the ultimate success of the relationship. If you have the passion and energy to work in an entrepreneurial and fast-paced environment, you are the person we are looking for!
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Us
IBM-Apptio is the CIO's business management system. We build advanced data and analytics applications that help all IT and business leaders understand and make informed decisions about their technology investments, capitalize on cloud transformation, operations, and costs, and drive innovation within their organization. We call it Technology Business Management (TBM) and Financial Operations (FinOps). Our TBM and FinOps solution experts believe deeply in Apptio's potential to lead our market and disrupt the IT industry on a daily basis. We are passionate about what we do and are driven by a common mission to support and elevate the role of CIOs and CFOs within their organization. We are team players with an entrepreneurial spirit and an eye on results. We work in a highly collaborative and agile environment where we strive to continuously improve.
Your Role and Responsibilities
What We Want You To Do
- Gather functional and business requirements from client and translate into a functional SaaS solution design, which meets customer needs and provides maximum value within the Apptio platform capability.
- Handle all hands-on configuration and Apptio administrative responsibilities for supported clients.
- Configure, test, & document Apptio dashboards, reports and underlying data models to meet functional design and specifications.
- Work with product management and development organizations to channel client feedback and solutions into future releases of the Apptio product suite.
- Work with CS leadership to channel commonalities across customers into best practices processes & product delivered templates.
- Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion.
- Demonstrate passion for continued success of our customers; fortitude and perseverance in challenging situations.
- Exhibit professional demeanor while communicating with customers and peers.
- Exhibit humility while interacting with team members in the organization. Show eagerness to contribute to organizational values.
- Be a fast learner and take ownership of knowledge gaps.
- Work closely with other consultants in the organization to leverage skill sets and deliverables.
- Actively contribute ideas based on previous experience, share perspectives relating to existing situations.
Required Technical and Professional Expertise
- 5+ years of experience in as business analyst, consulting or technical analyst role
- 1+ years of Apptio or ITFM technical and consulting experience
- Customer facing experience in system implementation
- Bachelor degree in Engineering, Computer Science, MIS, Finance or equivalent experience
Preferred Technical and Professional Expertise
General
- Ability to demonstrate experience with data analysis and data manipulation.
- Self-starter - able to come up to speed on complex, difficult concepts with minimal assistance.
- Team player with solid communication and presentation skills, deals well with ambiguity.
- Competent with packaged and SaaS application software implementation practices.
- High-level knowledge of enterprise IT organizational, business and technical environments.
- Client-focused attitude - a customer advocate.
- Consulting experience in enterprise systems implementations
- Ability to breakdown complex information to simple solution requirements
- Specific knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.
- Operational knowledge of IT infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development / support
- Experience with data analysis and relational databases.
- Skilled at working with large data sets, quickly detecting and resolving data-related issues.
- Skilled at completing technical design via iterative mockups.
- Basic programming skills and data analytics e.g. HTML, SQL, Excel, Access, Business Objects, etc.
- Executive report and dashboard design, SQL / SSRS, KPI's, Tableau etc.
- Training / certification in ITIL or equivalent