Solution Architect - Bengaluru, India - Anthology, Inc.

Anthology, Inc.

Verified Company

Bengaluru, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Client Services Solution Architect
Bangalore, India

The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries.

Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce.

As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

The role of the Solution Architect is to guide, mentor, and coach other analysts while assisting with any high severity issues as needed.

This includes acquiring resources and coordinating the efforts of team members and other departments or clients to resolve incidents in a timely manner, based on their severity and urgency.

The Solution Architect will also define the learning objectives for their products/areas and oversee quality control throughout their incident's life cycle.

The Solution Architect is responsible for the analysis, troubleshooting and resolution of incidents and tasks that have been escalated by Client Services Analysts, Senior Analysts, Technical Leads, and Managers.

Primary responsibilities include:

Following established guidelines and industry best practices to resolve customer issues
Providing training, mentorship, and best practices to Analysts, Senior Analysts, and Technical Leads
Creating tools to assist in increasing productivity and troubleshooting incidents
Effectively communicating timely and consistent updates to both internal and external customers
Establishing rapport, gaining and maintaining credibility with diverse audiences
Approving and/or creating Client Services documentation, including Knowledge Base articles
Assisting with/participating in Anthology's annual User's Conference
Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
Providing input on workflows, process improvements, and ongoing trainings
Escalating issues to management as appropriate
Working with crossfunctional managers within the company to develop feedback mechanisms for problems, causes, and resolutions
Acting as department liaison responsible for collaboration and customer satisfaction initiatives with other departments including Development, Product Management, Professional Services, and Hosting
Completing advanced scripting tasks in SQL, SSRS and Crystal Reports for data analysis/troubleshooting purposes, including writing complex adhoc queries and creating/troubleshooting SQL views, stored procedures, and functions
Delegating tasks and responsibilities to appropriate personnel
Overseeing and executing of projects, department related duties, and customer deliverables as assigned
Developing a deep working knowledge of Anthology's organization, products, and services
Identifying opportunities for process improvement and making constructive suggestions for change

Required skills/qualifications:

Bachelor's degree or equivalent work experience
At least 5 years of customer service experience and/or working knowledge of the Anthology enterprise software suite
Advanced troubleshooting, problemsolving and analytical skills
Ability to effectively manage multiple assignments with a sense of urgency, structure, and attention to detail
Ability to partner with other departments when necessary to ensure that cases are resolved in an efficient and timely manner
Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed
Ability to work both independently and as part of a team and communicate at all levels of the company

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.