[Hiring] Cloud Support Consultant @Unit4

Role Description

We are seeking a Cloud Engagement Consultant/Cloud Support Consultant to join our Cloud Hub team. In this role, you will foster clear, consistent communication between stakeholders and Cloud Operations, ensuring that all Cloud-related inquiries and service request communications are handled effectively.

You will serve as the first point of contact for Cloud-related questions, maintain and enhance our AI-driven knowledge base, enhancing content discoverability, and ensuring compliance and security.

In addition, you will help standardize processes and resources related to Cloud engagement and services, driving greater transparency, alignment, and ease of use for stakeholders. You will also develop user guides and training materials, implement feedback mechanisms, and support initiatives that promote adoption of new tools, processes, and services.

Key Responsibilities

• Respond to Cloud Inquiries – Serve as the primary point of contact for all Cloud-related questions, ensuring timely, accurate responses in collaboration with Cloud Operations.
• Coordinate Service Request Communication – Manage communication around Cloud service requests, providing stakeholders with timely updates, tracking progress, and ensuring visibility of SLAs and delivery milestones.
• Facilitate Cross-Functional Collaboration – Enable clear communication across internal and external stakeholders, ensuring effective, responsive, and transparent engagement.
• Improve Knowledge Base Repository Content – Continuously update and refine the AI-driven knowledge repository, addressing content gaps and improving relevance, accessibility, and discoverability.
• Enhance Search and Content Discoverability – Optimize search functionality and ensure content can be easily found and applied by users.
• Ensure Compliance and Security – Maintain compliance and security standards across all documentation and communication, especially regarding sensitive or regulated information.
• Standardize Cloud Engagement resources and processes – Create and maintain high-quality, consistent materials, including communications, the service catalog, and other user-facing tools, to enhance clarity, alignment, and overall stakeholder engagement.
• Create User Manuals and Training Materials – Produce clear, user-friendly manuals, guides, and training content tailored for different user groups.
• Implement Feedback Mechanisms – Collect insights from stakeholders to inform continuous improvements in communication, knowledge content, and engagement tools.
• Support Training and Adoption – Assist in training initiatives that promote best practices and help users adopt new tools, processes, and features.
• Maintain Domain Awareness – Stay informed on relevant technologies, services, and organizational practices to ensure accurate, timely, and value-driven support and engagement.
• Participate in Cloud Hub Activities and Delivery – Take an active role in Cloud Hub initiatives, collaborating on Cloud engagement activities, delivering content, and ensuring smooth execution of projects and programs.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field, with 3+ years of Cloud or IT service experience.
• Solid understanding of Cloud platforms (Azure, AWS) and related compliance/security standards.
• Strong communication and stakeholder management skills across technical and non-technical teams.
• Experience with knowledge base management, documentation, and ITSM tools (e.g., ServiceNow).
• Organized, proactive, and flexible to support a global 24/7 environment.

Benefits

• A culture built on trust - giving you freedom and autonomy to be successful.
• Balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being.
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry.
• A commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet.
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.