The Senior Business Systems Consultant is responsible for providing a higher tier of technical assistance and support related to Infotek clients and Deltek applications suite. Responds to support requests for hosted, on premise and cloud clients. Provides initial point of escalation when needed for support.
This is a senior, self-directed role. Consultants own their issues end to end, including any cases opened with Deltek Support, and are expected to drive them to resolution and keep the client informed without being prompted.
Infotek will consider a candidate who brings senior-level depth in the Deltek data, reporting, and database layers but has not yet performed Deltek patching, upgrades, and migrations hands-on. We will train the right person on that toolchain. What is not negotiable is troubleshooting instinct, ownership, and client communication.
Duties/Responsibilities
- Provide technical assistance and support for incoming issues related to Deltek applications suite (Deltek Costpoint, Vision, Time & Expense, GCS, CER, GovWin)
- Act as point of escalation for first-tier support
- Apply updates, hot-fixes and patching as required to resolve issues or routine maintenance of Deltek applications
- Support client upgrades, environment refreshes, and cloud/hosted migrations, including validation of reporting and integrations after the change
- Open and manage cases with Deltek Support: own the case, supply diagnostics, push for movement, and keep the client updated on status without waiting to be asked
- Respond to customer queries by phone, email, or screen share; ask questions to determine the nature of the problem and walk the customer through the problem-solving process
- Follow up with customers to ensure issues have been resolved
- Troubleshoot at the database and application layers, including writing and tuning SQL against Costpoint databases to diagnose data and performance issues
- Support and troubleshoot the Cognos reporting layer over Costpoint: report and dashboard issues, Framework Manager and data module maintenance, and report-level security
- Maintain 3rd party application support (ex: Unanet, IBM Cognos, TM1)
- Assist with documentation for clients
- Must be willing to work occasional nights and weekends, if doing so is necessary, primarily around scheduled maintenance and cutover windows
Requirements
- 3+ years' hands-on technical experience supporting an enterprise ERP environment, to include troubleshooting, maintenance, patching and hotfixes. Direct Deltek applications experience (Costpoint, Time & Expense, GovWin) strongly preferred; deep familiarity with the Costpoint data model and modules may substitute for hands-on lifecycle experience.
- Strong SQL skills, with practical experience writing and tuning queries, views, and stored procedures against a major RDBMS
- Familiarity with Microsoft SQL Server
- Working knowledge of IBM Cognos Business Intelligence or Cognos Analytics
- Working knowledge of networking and network protocols
- Experience with Active Directory administration, or with Active Directory as it governs application access and authentication
- Experience with current Microsoft desktop OS & apps
- Experience with Windows Server operating systems
- Self-directed follow-through: able to carry an open issue, including a case with Deltek Support, to closure across days or weeks without internal reminders
- Excellent problem-solving skills, and the judgment to know when to escalate
- Customer Service skills
- Excellent oral and written communication skills
- Productive and organized in a remote work environment
- Highly organized & detailed, with ability to manage numerous tasks in a fast-paced environment
- Ability to communicate effectively across all levels of the organization, internally and externally
- Adhere to the Company's core values in all business interactions, and conduct self in a manner that reflects the Company's vision and values at all times.
- Applicants must be legally authorized to work in the United States at the time of hire. This position is not eligible for employer-sponsored work authorization (e.g., H-1B visa sponsorship) now or in the future.
Preferred Experience/Skills
- Direct experience with Deltek Costpoint installation, patching, hot-fixes, upgrades, or cloud/hosted migrations
- Familiarity with Oracle RDBMS, including PL/SQL; recent hands-on use preferred but not required where the fundamentals are strong
- Development experience in any general-purpose language (Java, C#, C++, Python, or similar), and comfort with API or SDK-level automation
- Familiarity with J2EE Application Servers
- Experience supporting systems in a regulated or federal environment (FedRAMP, CMMC, DFARS, FISMA, or similar)
- Leading I.T. industry certificates (COMPTIA, Microsoft, VMware, etc.)
- Proficiency in MS Office, specifically MS Office 365 is a plus
- Understanding of full functionality of Microsoft Teams is a plus
Physical Requirements
- Remain in a stationary position for extended periods while performing computer-based work
- Frequently operate a computer, keyboard, mouse, telephone, and other standard office equipment
- Regularly communicate with colleagues, clients, and business partners via phone, video conference, and email
- Read and interpret information displayed on computer screens and in written documents
- Occasionally stand, walk, reach, bend, or lift and move items weighing up to 15 pounds, such as files, office supplies, or equipment.
Education
- BSc/BA in relevant field preferred, although years of experience will be considered in lieu of Bachelor's degree
Travel Requirements
- Position is remote
- Occasional travel to client sites, vendor training, or company meetings may be required in the future
Benefits
Infotek Consulting offers an excellent benefits package that includes 100% fully paid employee only Health Coverage, 401k plan with company match, HSA with a company contribution, Healthcare FSA, Dependent Care FSA, generous PTO, holidays, sick time, and two paid days to volunteer your time for a cause important to you.
- Competitive pay
- Incentive compensation
- 100% company-paid employee-only health insurance
- Health Savings Account with a company contribution
- Healthcare Flexible Spending Account
- Dependent Care Flexible Spending Account
- 401K with company match
- Company provided basic life insurance
- Generous Paid Time Off
- Paid volunteer time
- Employee assistance plan
- And more!!!
#LI-Remote
