Zendesk Functional Consultant

Job Description

• The Lead Functional Consultant or Functional Consulting Manager oversees the performance and output of a team of Functional Consultants. They provide guidance ensure alignment with best practices manage escalations and act as the primary point of contact for largescale or complex implementations. This role also involves strategic input in solution design and ensuring successful project outcomes.

Job Scope

• Client Engagement Collaborate with clients to identify their needs and translate them into functional solutions that drive value and efficiency.
• Solution Design Develop tailored configurations workflows and processes that align with business goals.
• Implementation Oversight Lead the endtoend implementation process from discovery to deployment ensuring successful outcomes.
• Collaboration Act as the primary liaison between business stakeholders project managers and technical teams.
• PostImplementation Support Provide training documentation and support to ensure the seamless adoption of delivered solutions.

Key Responsibilities:

Project Leadership

• • Lead and manage all aspects of Zendesk Implementation projects including project planning scoping and execution.
  • Oversee project timelines budgets and resource allocation.
  • Identify and mitigate project risks and issues proactively.
  • Conduct regular project status meetings and communicate progress to stakeholders.

Lead Function

o Oversee a team of Functional Consultants providing mentorship and performance management.

o Collaborate with delivery heads and project managers to align resources and prioritize tasks. Act as the escalation point for complex project challenges or client issues.

o Drive process improvement initiatives and ensure adherence to global best practices.

• Implementation & Configuration
  • Lead or contribute to the implementation of software solutions including configuration data migration and integration with other systems.
  • Perform system testing including unit testing integration testing and user acceptance testing.
  • Provide handson training and support to endusers on the implemented solutions.
  • Troubleshoot and resolve system issues during implementation and postgolive.
• Solution Design
  • Actively participate in presales activities including solution demonstrations presentations and proposal development.
  • Gather and analyze client business requirements through workshops interviews and document reviews.
  • Design and document detailed functional specifications and system configurations.
  • Translate client business needs into effective and efficient solutions using our software platform.
• Project Management & Delivery
  • Contribute to project planning scheduling and budgeting.
  • Monitor project progress identify and mitigate risks and ensure timely delivery of projects.
  • Effectively communicate project status and any potential issues to project stakeholders.
• Client Relationship Management
  • Build and maintain strong relationships with clients acting as a trusted advisor.
  • Proactively identify and address client needs and concerns.
  • Ensure client satisfaction throughout the project lifecycle.

• Knowledge Management & Continuous Improvement:
  • Stay abreast of industry trends and best practices in business process management and software implementation.
  • Share knowledge and best practices with the team through internal training sessions and documentation.
  • Contribute to the continuous improvement of our software solutions and delivery processes.

Required Skills & Experience:

• Bachelors degree in Computer Science Information Technology Engineering or a related field.
• 5 years of experience as a Functional Consultant or in a similar role.
• Proven experience in implementing and supporting enterprise software solutions (e.g. ERP CRM HCM).
• Strong understanding of business processes and best practices in various industries.
• Excellent analytical and problemsolving skills.
• Strong communication and interpersonal skills both written and verbal.
• Ability to work independently and as part of a team.
• Strong project management and organizational skills.
• Experience with Agile development methodologies is a plus.
• Experience with specific industrystandard certifications (e.g. Oracle SAP Salesforce) is highly valued.

Key Performance Indicators (KPIs):

• Client satisfaction scores
• Project delivery success rate
• Ontime and onbudget project completion
• Utilization rate