Technical Specialist

MarketSource, an Allegis Group company, delivers integrated sales solutions by hiring, training, and managing industry-specific professionals that are empowered to create extraordinary customer experiences for many of the world’s most iconic brands. We design and execute sales and training solutions for small and large companies in the B2B and retail space. MarketSource is headquartered in Alpharetta, GA.

Summary:

The Technical Specialist is responsible for providing and ensuring that the highest level of customer service is provided to external customers, executive leadership, as well as corporate and field employees. The Technical Specialist/Technologist will support their business partners from a technology standpoint. This resource would have a wide variety of responsibilities, many of which would be self-defined and change as the business progresses. A core responsibility of the role is to perform administrative duties of the workforce management system, which is currently UKG Pro Workforce Management.

Essential Job Functions:

• Identifies, evaluates, prioritizes and selects current and future company-wide software applications that support evolving business needs
• Makes decisions and evaluate changes to business rules and process steps that impact corporate-wide software solutions
• Accountable for deploying the technology elements of business solutions that impact headquarters and field personnel
• Leads meetings to provide knowledge of the business process and rules as it relates to technology decisions
• Ensures the strategic and tactical interests of the business are presented within technology solutions
• Leads in the adoption/change management and on-going compliance of new technology solutions implemented
• Creates best practices as well as technical support documentation
• Focuses on continuous improvement to assess current technology solutions for needed enhancements
• Develops innovative and creative ideas related to the design and development of technology solutions
• Performs due diligence on vendors and their technology solutions
• Tests and validate deployment of technology solutions on computers and mobility platforms solutions such as iPad, iPhone, Android, Windows Phone, Mac, PC etc.
• Performs workforce management system administration (UKG Pro Workforce Management)
• Performs basic customer relationship management (CRM) administration
• Builds and maintains productive customer relationships with program management.
• Works closely with Subject Matter experts throughout various programs and back-office management
• Administers and maintains company-wide software programs and solutions to enable the business to effectively operate
• Problem solve and develop solutions for the entire software relative to continuous improvement
• Lead root-cause analysis of incidents, offer recommendations to the business, and be able to communicate complex solutions to a non-technical audience

Required Knowledge, Skills and Abilities:

• Knowledge of Microsoft based authentication methods and technologies
• Workforce management systems expertise (UKG Pro Workforce Management)
• Excellent written and verbal communication skills are a must
• Ability to successfully manage changing priorities, timelines, and prioritize multiple projects simultaneously
• Good understanding of cloud computing (specifically SaaS applications) and exposure to technologies supporting applications
• Knowledge with Software Development Lifecycle (SDLC)
• Demonstrated experience working in a team environment (in person and virtual) as well the ability to work independently
• Technical, organizational, and communication (written and verbal) skills that enable the ability to take requirements from business user and translate into developer specifications
• Problem analysis and solving skills for mid to high level complexity problems; ability to identify root causes of problems and differentiate between perceived and actual problems
• Must be flexible with an ability to handle multiple tasks, projects, or work items concurrently while meeting prioritized deadlines
• Intermediate to Advanced knowledge of MS Office Suite (Teams, Outlook, Word, Excel, and PowerPoint)
• Basic knowledge of SQL Scripts (Ex: Select, Filter, and Join) and tools used to run them
• Basic to intermediate knowledge of Customer Relationship Management (CRM) platforms
• Must have an eye for data quality and experience enforcing data governance
• Flexibility and adaptability outside the assigned core responsibilities

Job Requirements:

• Bachelor ‘s Degree in Computer Science or related field
• Minimum 1-2 year(s) experience in IT Business Analyst/Consulting role, or related position such as the IT Technical Specialist
• Technical certifications are a plus
• Four (4) in-office workdays per week and the option to work remote OR in office on fifth (5th) day
• Off hours support 7 days per week