The Configuration Management Analyst is the team member responsible for leveraging the Clarus toolkit and IDE to solve problems. This includes some lite scripting, heavy data management (using SQL), and algorithmic thinking. CMA’s regularly exercise creativity and lateral thinking skills to accomplish client’s business goals. Everyday responsibilities include: editing configuration files, update css/html/javascript, and defining SQL queries to provide data insights to customers. This position reports to the Vice President of Product and Solutions and is considered part of the “product” organization.

(35%) New Client Launch Responsibilities

  • Kickoff Meeting Prep (i.e. Initial Review Packet Configuration)
  • Support Configuration Review / Decision meetings with clients
  • Gap Analysis Transition to engineering
  • Launch Supporting Configurations
  • Lead Data migration processes
  • Handle transition of engineering deliverables from PO and configure to client’s needs
  • Obtain client acceptance of configured solution working with other members of Customer Success
  • Address cause of client rejection with configuration

(20%) Level II Support

  • Create advanced database queries to answer reporting requests
  • Provide expert assistance on BrightLink technologies to Level 1 team and customers
  • Partner with customer and product team to identify and define product enhancements
  • Identify, define, and perhaps build automation and tooling around product operations
  • Provide escalation support to backstop the Customer Success team
  • Help team meet key performance indicators for customer success

(10%) Bridge Gap between Engineering and Customer Success

  • Attend grooming sessions and participate in solutions designs
  • Attend product reviews
  • Solution high-level design sessions with Product Manager/Solution Architect

(20%) Implementation Projects

  • Configuration updates similar to those produced in the launch process
  • Bulk updates of complex data sets
  • Generation of new UI’s or data views based on client requests

(10%) Sys Admin

  • Assist Managing operational KPIs
  • Help support AWS operational infrastructure
  • Follow, support and roll out information security controls

(5%) Solution Mentoring

  • Team with Customer Success team for training and mentoring

Experience/Qualifications:

  • Bachelor’s Degree in CS, IT, or related field
  • 3-6 years of experience in CS or IT role
  • Knowledge around scripting languages, specifically SQL
  • Knowledge of browser presentation technologies, specifically html, bootstrap and mustache
  • Knowledge of AWS operations and management
  • Excellent written and oral communication skills
  • Excellent problem solving and troubleshooting abilities
  • Passion for leading others through challenges and reaching solutions
  • Customer service skills

Preferred Experience:

  • At least 2-3 years of relevant industry experience