Technical Consultant

Overview: The Technical Consultant is a key resource on the project implementation team and is  responsible for executing technical deliverables to enable our customers to integrate their systems  and their supply chain trade partners to TraceLink’s Opus Digital Network Platform. This role  requires a combination of technical, consultative, and interpersonal skills to be successful.  This is a shift based role working in the US and/or EMEA shifts.

Responsibilities 

• Configure customer environments using TraceLink best practices and Work Instructions. 
• Design and document business processes to identify appropriate TraceLink configurations,  integration points and event triggers.  
• Translate customer user stories into requirements to create and modify solutions using our  low code / no code application. 
• Write technical design documents where required.  
• Provide subject matter expertise on TraceLink’s data interfaces.  
• Review, create, edit and test customer interfaces in various formats (CSV, XML, IDOC, EDI  etc.).  
• Support user testing activities such as troubleshooting, reading error messages and  ensuring the expected results are delivered.  
• Provide guidance on how global government regulations impact TraceLink configurations. 
• Log product enhancements and defects into the TraceLink tracking systems. 
• Provide deliverable status updates to the Project Manager in a timely, consistent and  professional manner.  

Skills and Competencies  

Technology  

• Able to read, parse and manipulate various technical formats such as XML, EDI and CSV. 
• A working knowledge of XML and B2B technologies such as AS2 and SFTP. 
• A working knowledge of Web Services (WSDL, SOAP, etc.).  
• Able to use debugging software.  
• Able to work on and identify multiple solutions to various use cases and problems that may  arise.  
• A strong working knowledge of Microsoft products (Office, Outlook, SharePoint), Google  products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms),  Salesforce and other industry standard collaboration tools (Slack, etc.).  
• Has a curiosity to expand technical knowledge and learn new things 

Planning and Organizing  

• Is driven to meeting project milestones; consistently meets commitments. 
• Manages a portfolio of projects and accounts; consistently meets expected billable utilization 
• targets.  
• Highly self-motivated; thrives in a fast-paced environment.  

Communication  

• Communicates clearly (orally and written), succinctly and logically to all customers. 
• Listens effectively and understands the needs of customers and team members. 
• Facilitates sharing of information and ideas within the PS team.  

Leadership and Teamwork  

• Openly shares information, experience and expertise with others to foster team spirit in  support of Professional Services goals.  
• Treats others with respect.  
• Builds credibility and trust by delivering quality work on a timely basis.  
• Able to build processes and documentation in situations where there may  be ambiguity due to cutting-edge technology or new industry regulations 

Quality  

• Takes pride in and understands the importance of quality; has a ‘right first time’ approach. 
• Monitors quality of own work and ensures that SOPs, Adheres to work Instructions and guidelines.  
• Raises concerns where quality is at risk.  

Customer Service  

• Initiates and maintains productive relationships with customers.  
• Acts with customer success in mind and strives for positive customer experiences. 
• Can speak intelligently about TraceLink products and how they are positioned in the market. 
• Can handle customer calls independently as the technical resource.  
• May be asked to work with customers in a consultative and/or advisory role.  
• Essential Qualifications  
• Fluent in written and spoken English. Additional language skills may be required depending  on geographic assignment.  
• BS/BA technical degree or equivalent experience.  
• 3 - 4+ years of experience in customer-facing roles, preferably within technology  organizations.  
• Ability to work during US and/or EMEA business hours
• Able to travel domestically and internationally as needed (up to 50% travel requirement).  

Desirable Qualifications  

• Knowledge of supply chain business processes including distribution, logistics, warehousing  and serialization.  
• Working knowledge of UNIX and/or Kibana. 
• Working knowledge of JavaScript. 
• Life Sciences experience. 
• Experience working with an application platform