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Anthology Client Services Solution Architect in United States

The role of the Solution Architect is to guide, mentor, and coach other analysts, while assisting with any high severity issues as needed. This includes acquiring resources and coordinating the efforts of team members and other departments or clients in order to resolve incidents in a timely manner, based on their severity and urgency. The Solution Architect will also define the learning objectives for their products/areas and oversee quality control throughout their incidents life cycle.

Role and Responsibilities:

The Solution Architect is responsible for the analysis, troubleshooting and resolution of incidents and tasks that have been escalated by Client Services Analysts, Senior Analysts, Technical Leads, and Managers.

The Solution Architect responsibilities include:

  • Investigate and resolve reported application issues, tasks, and escalations.

  • Follow established guidelines and industry best practices to resolve customer issues.

  • Provide training, mentorship, and best practices to Analysts, Senior Analysts, and Technical Leads

  • Creating tools to assist in increasing productivity and troubleshooting incidents.

  • Effectively communicate timely and consistent updates to both internal and external customers.

  • Establish rapport, gain and maintain credibility with diverse audiences.

  • Approving and/or creating Client Services documentation, including Knowledge Base articles.

  • Assistance/participation in Anthology’s annual User’s Conference.

  • Build and maintain knowledge of the database structure, configuration files, integrations and business flows to assist with issue investigation and resolution.

  • Input on workflows, process improvements, and ongoing trainings.

  • Escalate issues to management as appropriate.

  • Working with cross-functional managers within the company to develop feedback mechanisms for problems, causes, and resolutions.

  • Department liaison responsible for collaboration and customer satisfaction initiatives with other departments including Development, Product Management, Professional Services, and Hosting.

  • Delegate tasks and responsibilities to appropriate personnel.

  • Oversight and execution of projects, department related duties, and customer deliverables as assigned.

Qualifications and Education Requirements:

  • Has deep working knowledge of Anthology’s organization, products and services.

  • Ability to complete advanced scripting tasks in SQL, SSRS and Crystal Reports for data analysis/troubleshooting purposes, including writing complex ad-hoc queries and creating/troubleshooting SQL views, stored procedures and functions.

  • Possesses advanced troubleshooting, problem solving and analytical skills.

  • Ability to effectively manage multiple assignments with a sense of urgency, structure and attention to detail.

  • Identifies opportunities for process improvement and makes constructive suggestions for change.

  • Can work both independently and as part of a team and can communicate at all levels of the company.

  • Partners with other departments when necessary to ensure that cases are resolved in an efficient and timely manner.

  • Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed.

  • Proficient in Microsoft Office Suite

  • Bachelor's degree or equivalent work experience required.

  • 10+ years of customer service experience and/or working knowledge of the Anthology enterprise software suite

Preferred Skills:

  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.) preferred.

  • Bilingual – English, Portuguese / English, Spanish