Senior Consultant, ERP and CRM Solutions

Big Bang is a consulting firm that helps organizations optimize and streamline processes through planning digital strategy, deploying business solutions, and creating organizational alignment. Our purpose is to create tangible value for our customers by streamlining business systems, connecting information between systems, aligning strategy with technology, and providing support to develop organizational expertise. Our vision is for all people, in every organization, to have direct access to the information that enables them to do their best work anywhere and every day. With headquarters in Montreal, Canada, and offices in France, Mauritius, Toronto and the United States, we aim to serve enterprises of all sizes and industries worldwide.

Role

Analyze business needs, requirements, processes and participate in cloud business solutions configuration to meet and exceed customer expectations. Participate in the implementation of integration of different systems such as e-commerce & online marketing platforms, accounting & payroll software, manufacturing, supply chain and warehouse management solutions.

Adapt existing ERP and CRM cloud solutions to customers’ business processes by developing customizations in various programming languages or configuring already existing elements. Participate in database & systems integration between ERP, CRM, transactional web sites and various other third party platforms.

Collaborate with customers, project managers and other stakeholders by phone, video conference or in person, as needed.

Primary Responsibilities

Operations (75%)

The Senior Consultant will actively participate in projects:

• Analyze customers’ business needs, requirements, workflows, processes and applications
• Define, scope and document appropriate solutions to enhance, automate and expedite process improvements
• Configure, test, deploy, support, and troubleshoot application systems to meet business process requirements
• Communicate regularly with the Project Manager on the status of the work in progress and any potential issues
• Analyze business data reporting requirements, facilitate report development and validation
• Document application system requirements, configurations and procedures
• Communicate regularly with project managers on the status of the work in progress
• Coach and mentor other Consultants and interns
• Manage and prioritize time required to complete tasks;
• Ensure that thorough quality assurance activities are carried out by elaborating and performing test plans.

Customer Service (10%)

The Senior Consultant is in direct contact with customers:

• Ensure extraordinary customer service in line with our best practices
• Act as the front line support for existing customers
• Respond to customer calls and provide immediate assistance for urgent requests

Training (5%)

The Senior Consultant provides training to users during the implementation phase. He has to develop a training plan according to the customer’s specifications and roles:

• Develop training plans based on customer specifications and roles
• Provide training to end users during implementation projects
• Coach colleagues on solutions provided and supported by the organization
• Make internal presentations about lesson learned in client projects, industry trends & best practices, tips & tricks and new cloud solutions capabilities

The Senior Consultant configures the demonstration environments used to present our solutions to potential customers. Develop specific functionalities based on the requirements of the prospect and modify data in line with their industry. May also make presentations to prospects on specific solutions or areas of expertise.

• Participate in discussion forums according to internal guidelines.

R&D (5%)

The Senior Consultant participates in the elaboration of vertical solutions designed for resale. He will acquire knowledge of the market through interviews as well as documentation in order to:

• Optimize internal services.

Specific Requirements

• University degree in Software Engineering, Information Technology, or a relevant discipline
• Excellent mastery of English and French (bilingual)
• Mastery of business process concepts (essential)
• Experience with all phases of a project: analysis, design, development, conversion, implementation, training, support
• Practical knowledge of at least one ERP application (Enterprise Resource Planning), CRM (Customer Relationship Management) or e-commerce solution (an asset)
• Experience with Salesforce.com solutions, Apex and Visualforce development (an asset)

Attitudes and Skills

• Delegate tasks and work with other team members
• Be autonomous and accountable for results
• Use good judgement and demonstrate a sense of team responsibility
• Manage colleagues backlog and ensure the quality of the work done
• Provide functional solutions (business process enhancements) or technical solutions to customers
• Interact with the customer and build lasting relationships
• Actively participate in knowledge transfer activities
• Excellent knowledge of cloud business solutions and business processes

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