Implementation and Support Consultant

at  Finova

DESIRABLE SKILLS

• Experience of Configuration activity
• Experience in financial services (Mortgages, Life Insurance, Retirement, Wealth Management) would be
• desirable.
• Good interpersonal skills with the ability to communicate at all levels in a resolute but diplomatic manner.
• Good presentation skills
• Commercially aware
• Ability to be adaptable and able to change activities within the project without direct supervision
• Excellent forensic and problem solving skills
• An eye for detail coupled with a focus on quality
• Proven ability to work well on an individual basis and within a team
• Ability to prioritise activities against an agreed plan
• Robust & resilient e.g. able to stand own ground, able to deliver bad news (diplomatically) to senior management, willing to challenge the viability of a business case
• Able to provide timely and professional response to queries raised within Service Level Agreements

ACCOUNTABILITIES & DELIVERABLES

• Acting as an SME (subject matter expert) for all aspects of MSO Configuration or Support activities
• Engagement with clients, defining and supporting their implementation requirements throughout the full delivery lifecycle, including all aspects of configuration gathering, preparation and delivery assurance, if configuration focused
• Development and delivery of client data configuration scripts & other configuration artefacts (e.g. docs), and the assurance/verification thereof, if configuration focused
• Actively promoting awareness and sharing knowledge of configuration
• Supporting multiple client implementations work streams, pro-actively assisting other members of the Implementation & Support team as and when required
• Actively promoting awareness and sharing knowledge of configuration across all teams - including working with Product Engineering to ensure a joined up and efficient approach to client configuration
• Actively involved in the coordination and scoping of all implementation deliveries & builds - including hot-fix patches - preparing the release notes as required
• Creation of instructions to be followed by Client Delivery Technical Consultancy team - as required depending on location/ownership of relevant environment
• Report progress regularly, manage issues and risks proactively, escalating where appropriate in a timely manner
• Actively involved in incident management, bug triaging & defect management for live incidents and supporting the MSO live clients as defined in the client’s contractual support schedule
• Actively involved in bug triaging & defect management across client implementation work streams
• Testing and recreating the defect in the appropriate environment as applicable (whether client raised live / test or Iress raised live / test)
• Resolve complex issues, defects and queries raised at any phase during the delivery lifecycle, in a timely and professional manner.
• For live incidents, ensure forensic material is collated to assist in the resolution of the incident. Where any PII information is received from clients to assist incident triage, ensure it is controlled as defined in the GDPR Asset Information register
• Accurate maintenance and housekeeping of incident and bug records using the current incident / bug management software (MSO Connect / Jira) - including test recreation steps as and when required
• Developing and maintaining SQL scripts for investigation, configuration changes and live data fix purposes
• Engagement with clients, supporting their triage activities (similarly 3rd parties where appropriate)
• Provide off-site consultancy to clients for both Implementation and Support areas & supporting other client delivery team members (BCs, TCs, CDMs etc) as and when required
• Proactively manage stakeholder expectations, ensuring realistic achievable targets are set and managed.
• Actively supporting CR impact assessments, where appropriate.
• Actively supporting continual improvements, standardisation across clients, establishing efficiencies and optimising Implementation and Support processes
• Developing others and sharing knowledge around Implementation and Support practices and standards

ROLE OVERVIEW:

The primary purpose of this role is to be an expert and key player in providing Implementation and Support services to our MSO clients - this includes being either the implementation or configuration specialist throughout all stages of delivery of MSO, through to post go live BAU support of the clients implementation.