Technical Operations Consultant I

4 weeks ago

Richmond, United States Monument Consulting Full time

MONUMENT IS BUILT ON A COMMITMENT TO OUR PEOPLE AND OUR SHARED VALUES. THROUGH OUR GENUINE PASSION FOR DELIVERY, RELENTLESS PURSUIT OF PERFECTION, AND BOLD DECISION MAKING, WE ARE CREATING A MORE AGILE CONTINGENT WORKFORCE SO BUSINESSES CAN DREAM BIGGER AND ACHIEVE MORE.



WE ARE MONUMENT

Our passion is helping clients gain full transparency and control of their contingent workforce while achieving best-in-class performance in cost, quality, and compliance. Best of all, we make it easy.

  • Founded in 2003 with a sole focus on Contingent Labor programs and consulting services
  • Consultants at our Core – Monument maintains a highly analytical consulting services team which provides a strategic approach unmatched by peer MSPs
  • Global MSP with an ecosystem of partners spanning 50 countries and all major regions
  • Vendor neutral model relies upon a trusted partner and supplier community
  • Partners with industry-leading VMS systems
  • More “Gen 1” implementations than any other MSP over the last 5 years.
  • Seamless extension of client HR, sourcing, business units, vendors and contractors


OUR SHARED VALUES

  • EVERYONE MATTERS
  • WE TAKE CARE OF EACH OTHER
  • LEADERSHIP IS HERE TO SERVE
  • HIGH-CHARACTER AND HARD WORK ABOVE ALL ELSE
  • ALWAYS KNOW WHERE YOU STAND
  • EXCELLENCE ISN’T THE EXPECTATION, IT’S THE MONUMENT STANDARD


OUR PEOPLE AND OUR COMMUNITY

We support our people and our community through our dedicated committees:

  • Diversity & Inclusion Council
  • Women’s Leadership Council
  • Community Outreach
  • Sustainability Team
  • Continuing Education Committee


Position Title: Technical Operations Consultant I


Position Summary:

Monument Consulting is currently seeking a Technical Operations Consultant I (TOC) to join our VMS Support Services Team and serve as a dedicated technical subject matter expert for up to 2 large, strategic MSP accounts. As a Managed Service Provide (MSP), our clients seek our services to consult on, design, and implement managed procurement solutions for their contingent labor programs. We provide ongoing VMS technical support and enhancement for existing clients. All TOCs will also complete strategic departmental initiatives related to their workstreams.

The TOC will serve as the dedicated VMS technical support for up to 2 large MSP accounts. The TOC will become an expert on the VMS configuration, integration architecture, data architecture, and client workflow, and will serve as a front-line technical support expert for all client needs. The TOC will be assigned to large, complex clients and will be responsible for troubleshooting and resolving system bugs, escalating where necessary, supporting complex VMS integrations, supporting invoice maintenance, supporting configuration updates, and providing general VMS guidance to the client and account management team. The TOC will coordinate ticket resolution with VMS partner support teams as needed tracking ticket progress, consulting on planned resolution, and relaying frequent updates to the issue requester. The TOC will also provide Tier 1 shared service support intaking new VMS support tickets, prioritizing, and responding in ServiceNow within the Service Level Agreement (SLA).


Responsibilities:

  • Learning and becoming expert on client VMS configuration
  • Providing Level 1 (L1) and Level 2 (L2) complexity VMS technical support for clients and account teams with the ability to deploy solutions, escalate to senior technical resources, or escalate to the VMS directly where appropriate
  • Gathering business requirements and understanding client business needs
  • Troubleshooting and resolving VMS configuration issues
  • Providing expertise to the client and account management team on VMS configuration, technical errors, integration workflow, and system maintenance
  • Consulting on and suggesting enhancements for client VMS
  • Maintaining support detail classifications on ServiceNow tickets for support reporting
  • Providing frequent updates to clients and account teams on planned issue resolution via email, Chat, and Internal Ticketing Systems, where needed
  • Coordinating technical support with VMS partner support teams as needed
  • Ensuring error-free configuration when addressing system issues/enhancements
  • Exceeding key performance metrics related to time to respond on tickets and customer satisfaction SLAs
  • Leading client-facing demos of system configuration and functionality
  • Developing VMS system test scripts when applicable
  • Thoroughly testing all change requests before moving to production
  • Validating data on client personnel and financial data to identify data gaps
  • Executing VMS uploads to add/edit data in bulk to the system
  • Staging data for testing/demos
  • Maintaining compliance controls by managing User Access Requests (UAR)


Qualifications:

Experience

  • Bachelor's degree (Computer Science, Information Services, or related study preferred)
  • 3+ year(s) of experience in VMS technical support or technical implementation of SAP Fieldglass
  • Experience with VMS configuration and support of SAP Fieldglass
  • Experience using IT Service Management (ITSM) ticketing software (ServiceNow, JIRA, ZenDesk, or equivalent)
  • Experience supporting integration design, testing, or maintenance
  • 3+ year(s) of experience in a corporate setting


Desired Skills

  • Intermediate Microsoft Excel skills (familiarity with XLOOKUP, VLOOKUP, Pivot Tables)
  • Working knowledge of Microsoft Office (Word and PowerPoint)
  • Working knowledge of internet browsers (Google Chrome, Microsoft Edge)
  • Strong detail-oriented organizational skills
  • Strong ability to prioritize many concurrent requests
  • Clear verbal and written communication skills
  • Ability to set and manage expectations around deliverables and timelines
  • Willingness to speak up, ask for help, and receive coaching
  • Ability to break technical concepts into component parts and problem solve
  • Ability to speak on technical issues to audiences of various sizes and technical abilities
  • Ability to learn complex concepts through formal training, coaching, and self-study
  • Ability to travel up to 4 times a year for annual conference and on-site client visits

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