Configuration Specialist

Job Title**:Configuration Specialist**
Department**:Customer Success**
Reports to**:Senior Director Solutions Engineering & Services**
Term**:Full-Time Continuing**

Primary Location**:Hybrid or Remote**

Evidence Partners® Inc. is the market leader in AI-enabled literature review automation software and creator of DistillerSR.

Literature reviews are the cornerstone of evidence-based research, but their production has traditionally been highly manual, time consuming, and error prone. Today, more than 300 of the world’s leading research organizations, including more than 60 percent of the largest pharmaceutical and medical device companies, trust DistillerSR to securely produce transparent, audit-ready, and regulatory compliant literature reviews faster and more accurately than any other method.

**The Role**
Reporting to the Senior Manager Solutions Engineering & Services, the role of configuration specialist will be responsible
for assisting with the analysis, design, configuration, and testing of Evidence Partners solutions to meet client-specific
requirements.

**Duties and Responsibilities**
- Liaise with Solution Engineers to validate and clarify client’s business requirements.
- Configure software modules to satisfy client-specific business processes, rules, and other functional requirements.
- Test the fully configured solution to ensure it is producing expected results.
- Troubleshoot and reproduce product observations.
- Support client testing through issue triage and resolution.
- Working with product and engineering team to escalate bugs and product feature requests from the clients.
- Be a creative and responsive member of cross-functional teams (Marketing, Sales, Customer Success).
- Understand the product, related industries and be able to demonstrate the product according to the client’s requirements.
- Document technical diagrams and specifications.
- Deliver training to client project team members and/or end users.
- Provide knowledge transfer to client project team members throughout the project lifecycle.
- Provide input into solution design throughout the project engagement.
- Contribute to client knowledge base and best practices.
- Note: Duties are not limited to those listed above. Additional duties may be assigned as required. _
- However, reasonable consultations with personnel will be made if possible, under business conditions_

**Qualifications**:

- University degree or college diploma with a concentration in Computer Science, Information Systems, Business, Commerce, or equivalent.
- An analytical mindset and strong business communication skills.
- Minimum two years experience in technical software configuration.
- Working knowledge of Python, Java Script, XML, HTML and JSON.
- Basic understanding of API and use of Selenium Web driver.
- Working knowledge of the software delivery life cycle, including business requirements definition, understanding of functional specifications, development of test plans, testing, user training, and deployment.
- Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
- Excellent problem-solving, troubleshooting, and critical thinking skills.
- Ability to collaborate with technical and non-technical personnel.
- Strong written and verbal communication skills.
- Well-developed computer skills, and a working knowledge of the Windows environment including MS Office Suite and Google docs and Google sheets.
- Currently possess or eligible to obtain Secret Level security clearance.

**Key Competencies**
- Attention to detail
- Ability to work under pressure with excellent time management and priority handling skills
- Good communication skills - verbal, written, and presentation
- Strong technical skills and experience with Python, JavaScript, XML, and JSON
- Excellent problem analysis and issue resolution skills
- Planning and organization and able to work well in a team environment
- Sound judgment with ability to learn quickly
- Customer service orientation with positive attitude and drive to succeed

**Assets**
- Experience using Evidence Partners products
- Experience in a regulated industry
- Experience implementing SaaS solutions in private and public sector organization
- Experience working with customer support tools like Zendesk, HubSpot is a bonus