Senior Triage Consultant (Implementation Engineer)
This position on SailPoint’s Global Expert Services team will be responsible for day to day operational success of reporting and queue management oversight of our global and cross product expert services team (SailPoint Identity IQ (IIQ) team). These responsibilities will include monitoring key metrics across products and geos, proactive management of expert services request queues, and interacting with both management and technical team members to ensure a world-class client experience. You will be solving issues for our customers during live implementations. There is a unique opportunity for growth in the expanding team and we seek someone to contribute a fresh outlook and energy towards a blended product structure.
Responsibilities:
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Ensure that Expert Services management team is updated on potential and active escalations.
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Manage Expert Services ticket queue with a focus on accountability and productivity
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Ensure adherence to internal processes including weekly status reporting, team forecasting, and regular updates to client requests
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Work with technical team to ensure client requests are progressing in a timely fashion
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Work closely with engagement managers and technical team members to accurately forecast billable utilization based on current capacity vs. Expert Services backlog
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Identify new opportunities for expanding current report on business insights to maximize client success and SailPoint revenue growth
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Assist in defining the escalation process of Expert Services cases
Requirements:
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Programming experience in any language
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Experience in Java programming is a plus
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IDAM Domain experience/knowledge is a must
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Prior experience consulting
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Excellent organizational skills and attention to detail
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Excellent communication skills and ability to work with global cross-functional teams
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Familiarity with the following technologies a plus: Zendesk,
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Salesforce, Tenrox, SpringCM
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4+ years of professional work experience, project management is a plus
Education:
- Bachelor’s degree or equivalent work experience
Travel: >5%
#LI-AS1 #LI-REMOTE
SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
