Associate, Professional Services (Amman, Jordan) ITG-16

Job Title: Associate, Professional Services
Location - Country, City: Amman, Jordan
Job Summary: The Professional Services Associate serves to support project activities based on ITG’s portfolio of software products; Through project work a Professional Services Associate becomes proficient in product use, product deployment and resolution of common technical support issues in order to deliver support services at customer locations and remote engagements; A Professional Services Associate adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline by learning from more senior peers; A Professional Services Associate proactively supports the success of ITG Software teams and works from written specifications and pre-established guidelines to perform the functions of the role.
Responsibilities:

Gather requirements and define features specifications.
Support project activities as directed by supervisor or more senior peers to provide onsite and remote setup, installation, configuration and training of ITG Software products.
Develop an understanding of ITG products and general business processes in order to become a technical reference in areas of the product features and client business processes.
Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the unique challenges customers face in optimizing the effectiveness of ITG Software products
Participate in and conduct demonstrations and events for customers evaluating ITG Software products.
Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product-line.
Identify and resolve engagement issues, independently, to the greatest extent possible - only escalating issues as appropriate, starting within the Professional Services team.
Identify and report software defects to development teams via bug tracking system.
Translate business, functional and technical requirements into detailed work / development tasks; prepare Project Scope statements as guided by colleagues.
Provide ongoing technical support for assigned accounts; manage customer communication and expectations.
Complete special projects and assignments as assigned.
Required Skills

Basic understanding of networking principles (IP addressing, TCP/IP protocols, DNS).
General Software deployment / installation experience.
Mature understanding of Software Development Lifecycles.
Excellent written and verbal communication skills (English / Arabic).
Excellent presentation skills.
Team-player that is positive, proactive and a motivated self-starter.
Experience in quality assurance processes / tools.
Strong analytical and problem solving skills.
Strong desire to work with others as a team and develop relationship management skills.
Excellent time management skills.
Detail oriented with an ability to follow and execute instructions. Ability to follow and execute instructions with little or no managerial oversight.
Qualifications and Experience:
Bachelor's degree in Computer Science or equivalent.

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