What are the responsibilities and job description for the Solutions Engineer position at Rehrig Pacific Company?
Purpose of Role
The Work Management Solutions Engineer will be responsible for overseeing the day-to-day operation, support, and optimization of work management applications like Smartsheet, Jira, and other related platforms used to support Rehrig Pacifics business initiatives. Provide timely updates to management on open issues and project progress. This role involves ensuring seamless collaboration, workflow management, and integration across teams.
Areas of Accountabilities
Work Management and Collaboration Software
- Apply business analytics and a consultative approach to collaborate cross-functionally, identifying opportunities to streamline business process operations, improve workflow, and increase productivity.
- Perform root cause analysis and implement corrective actions to prevent recurrence, configure and maintain integration between Smartsheets and Jira.
- Monitor system health and performance of work management application.
- Administration of user account and workflow management, customizations and enhancements.
- Respond to and resolve incidents and service requests in a timely manner.
Create and maintain effective documentation for Work Management Solutions
- Document the data flow processes within all assigned work management tools.
- Create and maintain architecture diagrams for each work management tool.
- Record operational procedures for the effective deployment and utilization of work management tools.
- Continuously update all documentation to ensure it reflects current data flows and architecture changes.
- Ensure that the documentation is accessible and comprehensible for all stakeholders and users of the work management tools.
Function as an escalation point for technical support and troubleshooting
- Serve as a Tier 2 escalation point for user support issues related to Smartsheet, Jira, and other work management tools.
- Provide hands-on troubleshooting and expert guidance to resolve problems with these tools.
Coordinate with external vendors for support and issue resolution
- Engage with third-party vendors for problem resolution, ensuring the timely resolution of any service issues.
- Coordinate activities with Information Security and IT teams to ensure availability and security requirements are met consistently.
Knowledge, Skills, and Experience
- Bachelors Degree in Computer Science, Management Information Systems or a related field or equivalent in work experience.
- Minimum of 3 years of systems engineering or advanced technical support experience with work management or collaboration software solutions, such as Smartsheet, Jira, or similar tools.
- In-depth knowledge of software development lifecycle and application deployment required
- Proven expertise in work management platforms and supporting integrations across various business functions.
- Experience providing technical training to non-technical personnel preferred
- Experience with Software as a Service (SaaS) environments preferred
- Ability to travel approximately 10% of the time
