Shorten your drive to work with OnePlan's remote-first work environment where you can learn and enjoy being a part of a tech-savvy and witty team; all while never leaving your favorite place. At OnePlan Solutions we want our employees to achieve mastery and autonomy while empowering each other to achieve our goals. As an organization, this means optimizing the success of our customers through technology, learning, and expertise, all while having the courage to adapt. This openness to continuous improvement is at the core of our playbook and we take pride in nurturing and learning both within and outside the organization. Lastly, the best part about working at OnePlan is our guiding principle of Have Fun; we love to stay lighthearted and make sure our team members have the room to enjoy themselves each day.
OnePlan is a trusted global provider of digital transformation services and solutions, with expertise in portfolios of products, services, and projects. In 2019 and 2020, 2021, and 2022 OnePlan's team was awarded the Global Microsoft Partner of the Year for Project and Portfolio Management award and finalist demonstrating breakthrough customer impact and solution innovation. We have numerous Microsoft credentials, as well as key certifications in the Scaled Agile Framework.
Our software and services help our customers operate with business agility: productivity, speed to market, quality, and employee engagement. Our partnership is with Microsoft, with whom we continuously align on a bright vision for the future of work. To learn more please visit: https://oneplan.ai/
The OnePlan Product team is a nimble, highly efficient group responsible for building, improving, and maintaining our products for our customers and partners.
As part of the post-launch Success Services team, we are responsible for administering, monitoring, troubleshooting, and managing our customer's OnePlan environment on their behalf. This is a very dynamic role where you will provide technical assistance, fix and resolve customer problems, support and collaborate with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of solutions, and more.
Job Responsibilities
- Develop a deep understanding of the OnePlan product and Microsoft technologies including the Power Platform, SharePoint, Teams, and Office 365.
- Work directly with customers and partners to provide support.
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
- Create knowledgebase articles and other documentation to assist customers.
- Reproduce customer issues, file bug reports, raise issues to engineering, and be the bridge between customers and OnePlan developers.
- Assist in developing support tools to help solve customer issues.
- Distributing knowledge and experience gained with internal teams and clients.
- Provide guidance and expertise to clients on their chosen solutions.
- Work closely with the client and Customer Success team to ensure the seamless handover of applications and services into the production environment.
- Interfacing with clients and internal staff on general and specific issues and involving other experts and/or management as necessary.
- Regularly report on the progress of all technical and support-related tasks.
- Be a point of escalation for technical problems found by Solution Consultants actively engaged in implementations.
- Perform testing to ensure the enhancement performs as designed.
- Provide client training sessions when appropriate.
- Support clients through the go-live process and a play key role in promoting solution adoption.
- Communicate progress and expectations and escalates problems to Project Leader for awareness and/or resolution.
Recommended Skills
- 2+ years of experience in professional services, customer success, or another customer-facing role delivering enterprise applications.
- In-depth experience delivering enterprise software application implementations, technical support, or service engineering capacity.
- Technical aptitude and a high degree of self-motivation to train and achieve OnePlan Solutions and Microsoft application, customizations, and installations certifications.
- Outstanding verbal, written, and presentation skills with the ability to build effective customer relationships.
- Experience working with Development teams and bug-reporting ticket systems.
- Experience with cloud and mobile application testing
- Experience with Microsoft Office 365 and Azure apps and services
- Experience running and working on services at scale.
Technology Experience
Power Automate, Power BI; Microsoft Project; Azure Dev Ops; Project for the Web; SharePoint; Microsoft Teams; Azure
Nice To Have
- Experience with Power Apps Canvas apps, Portals, Power Apps Chatbots, AI builder
- Power Apps Data Flows/Data lakes
- Power Apps /D365 Certification such as MB-200, PL 200, MB -210 etc.
- Experience with other Microsoft Products such as Project Online, Project for the Web, SharePoint, Teams, Azure, etc.
- Experience with DevOps projects utilizing JIRA, ADO, etc.
- Understanding of basic Agile Project processes- User Stories, Tasks, Bugs, features, etc.
- Experience in developing, debugging, and maintaining code in object-oriented languages and database query languages.
- Strong QA process knowledge and problem-solving skills.
- Experience with cloud and mobile application testing
Minimum Requirements
- Bachelor's degree in computer science, Information Systems, or related technical field experience
- Ability to learn and master new technologies with a technical and math aptitude.
- Enterprise-level business project experience with strong process analysis, design, and documentation skills
- Excellent MS Office and MS product knowledge
- Strong interpersonal skills with superior written and verbal communication skills
- Extremely detail-oriented and customer focused.
- Analytical nature with the ability to solve complex business issues.
- Works well as part of a team and contributes to continuous improvement.
- Experience in a Technical Support, Quality Assurance Engineer, or Service Engineer capacity
Upon receipt of an offer letter, candidates will be subject to a standard background check process.
OnePlan Solutions is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes, including our work environment. We especially welcome applications from Indigenous peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+. We also encourage applications from people with disabilities, and accommodations will be available on request from candidates taking part in all aspects of the selection process. We will accommodate the needs of applicants throughout all the stages of the recruitment and selection process. All information that is received regarding accommodations will be kept confidential.
