Technical Implementation Consultant

Join the Follett Team where employees are valued, respected and offered career paths throughout its many campus locations.

Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.

Follett serves over half of the students in the United States, and works with 80,000 schools as a leading provider of education technology, services and print and digital content.

We're higher education's largest campus retailer and a hub for school spirit and community as we operate nearly 1,200 local campus stores and over 1,600 virtual stores across the continent.

We take pride in the fact that for more than 140 years, we have been helping to improve people's lives by supporting a lifetime of learning and education.

We are looking for a results-driven Technical Implementation Consultant to join the Follett team.

Responsibilities : Implementation :

Implementation :

• Establish connectivity to the customer dataset.
• Analyze complex customer datasets.
• Troubleshoot dataset viability and discrepancies.
• Develop data requirements and custom technical documentation.
• Configure dataset for acceptance into downstream systems.
• Notify internal and external stakeholders of implementation status.

Support :

• Provide advanced support to escalated incidents by PSC, stakeholders, and internal team members.
• Coordinate complex problem resolution with customers.
• Document incidents accordingly via the internal ticketing system.

Implementation Planning :

• Establish technical criteria concerning implementation viability.
• Create / supply documentation to customers.
• Identify and mitigate performance concerns via SQL Developer and SQL Server Management Studio.
• Develop and implement product deployment strategies.
• Verify customer completion of prerequisites.

Development :

• Identify, document, and develop solutions to business goals.
• Assist development team in identifying problems.
• Work with customers and third-party providers to develop and improve integrations and processes.
• Develop solutions / tools to improve service delivery processes and ensure customer satisfaction.

Documentation :

• Create / maintain customer-facing technical documentation.
• Create / maintain internal technical documentation.
• Create / maintain internal process documentation.

Knowledgebase :

• Create / maintain knowledgebase articles.
• Maintain knowledgebase infrastructure.

Requirements :

• Bachelor's degree in computer science, Networking, Information Systems, or a related field or equivalent experience.
• 3-5 Years of applicable technical implementation experience.
• Excellent understanding of the technical fundamentals of the Internet.
• Solid knowledge of internet protocols including, but not limited to, SSO, SSH, HTTP, HTTPS, VPN, DNS, and DHCP as well as the ability to use diagnostic tools such as traceroute, tracepath, ping, and dig.
• Familiar with JDBC-style connection strings.
• Excellent understanding of relational (MSSQL, Oracle, MySQL) and NoSQL (MongoDB, UniData) database architectures.
• Basic Linux command line understanding (strong Linux skills are a plus).
• Experience with advanced SQL queries.
• Experience with LMS and SIS systems such as Blackboard, Moodle, Banner, Peoplesoft, Jenzabar, DataTel / Colleague, Workday, and API.
• Experience with Chrome Developer Tools.
• Experience with APIs.
• Experience with Salesforce or other CRMs.
• Excellent understanding of how web applications function architecturally.
• Understanding of virtualization and associated technologies. Must be able to deploy a virtual appliance from an OVF / OVA image.
• Must be comfortable in the dynamic atmosphere of an organization with a rapidly expanding customer base.
• Excellent communication skills, both written and verbal, to convey concepts and solve problems.
• Previous experience in software product or technical support environments is a plus.
• Work location preferred - hybrid within the greater Chicago area.
• Work location is also virtual / remote in USA only.

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