Solution Consultant

The Solution Consultant is a part-time, temporary opportunity that will play a role in ensuring our software operations meet customer Service Level Agreements (SLA) by effectively tracking and resolving issues reported in Jira. A proficiency in operational efficiency and customer-focused solutions will be instrumental in achieving our ideal goal of having the development team focus solely on software-related issues.

Key Responsibilities:

• Customer SLA Management: Ensure all software operations meet or exceed customer SLAs by monitoring and addressing any issues promptly.
• Issue Tracking and Burndown: Utilize Jira to track the burndown of customer-related issues, ensuring all reported problems are resolved efficiently.
• Operational Efficiency: Identify areas of operational efficiency, including tasks that can be transitioned to other teams, to streamline processes and improve overall performance.
• Development Focus: Work towards the ideal goal of having the development team concentrate solely on software-related issues by transitioning non-development tasks to appropriate teams.
• Collaboration: Collaborate with clients and internal stakeholders to understand their requirements and provide expert guidance on operational matters.
• Documentation: Document operational processes, SLA management strategies, and optimization techniques for internal and external reference.

Qualifications and Requirements:

• Proven Experience: Demonstrated experience in software operations, SLA management, and issue-tracking using Jira.
• Operational Skills: Strong understanding of operational efficiency principles and best practices.
• Analytical Abilities: Excellent analytical and problem-solving skills to identify and resolve operational issues.
• Communication Skills: Strong communication and interpersonal skills to collaborate effectively with clients and internal teams.
• Attention to Detail: A keen eye for detail and a commitment to delivering high-quality operational solutions.
• Adaptability: Ability to work independently and manage multiple tasks concurrently.
• Knowledge of other programming languages and data analytics tools is a plus.

Education Requirement:

• Bachelor’s Degree in Computer Science, Information Technology, preferred. Relevant certifications are a plus.

Additional Requirements :

• Ability to work across all time zones including EST.
• Prospective candidates must be able to pass a background check and drug screening.

COMMITMENT TO DIVERSITY & INCLUSION

We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at careers@mhk.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information, please visit Know Your Rights , Pay Transparency , and MHK EEO/AA Statement