[Hiring] Professional Services Consultant @ScienceLogic

Role Description

ScienceLogic is looking for a Professional Services Technical Consultant to serve as the primary technical interface and onsite subject matter expert to customers for the ScienceLogic product line. This role offers the opportunity to join a fast-paced, collaborative environment and work with customers and colleagues from many different disciplines.

• Provide onsite consulting services and support to ScienceLogic customers with a focus on high quality, accuracy, and customer satisfaction.
• Perform hands-on installation, configuration, and troubleshooting of ScienceLogic appliances as they relate to the ScienceLogic suite of products.
• Work closely with customer’s technical and management staff and act as subject matter expert for ScienceLogic products.
• Handle customer work activities via on-site and remote as required.
• Act as the internal customer advocate for problem resolution, new product features, and future product direction.
• Record all activity in the department’s ticketing system.
• Use and create knowledge base articles based on field incidents, and/or common or critical issues.
• Adhere to ScienceLogic Professional Services best practices.
• Participate in departmental projects.
• Provide leadership and direction for your customer regarding the ScienceLogic product suite.
• Document and record all activity and communication with customers in person, over telephone, and email according to departmental standards of quality.
• Support and provide consulting services to our federal or commercial IT standards (e.g., support Federal ATO process, Security Audits, Change Management procedures).

Qualifications

• A Bachelor's degree in Computer Science/Engineering or similar.
• Effective team player willing to assist others when needed.
• Proven experience with implementation of enterprise level network management or application performance products.
• Process driven and proactive mindset; continuous improvement.
• Thorough understanding of IT infrastructure, application, and enterprise infrastructure best practices.
• Exceptional troubleshooting and customer-handling skills; flexible and willing to learn new technologies.
• Excellent written and verbal communication skills.
• 5+ years’ experience supporting/using enterprise class infrastructure monitoring platforms.
• 5+ years Linux operating system experience.
• 3+ years Database query experience.
• 3+ years of experience with SNMP and vendor MIB architecture.
• 3+ years of experience configuring SNMP trap and/or Syslog alerts.
• Strong knowledge of PowerShell, WMI, XML/SOAP, API.
• Self-motivated with the ability to maintain a positive and cooperative attitude in sometimes stressful situations.
• Strong leadership skills with the ability to prioritize competing project timelines.

Requirements

• Ability to identify process bottlenecks and identify potential solutions with automations or scripting.
• Experience with ITSM, EMS/NMS Systems (EM7, Solarwinds, IBM NetCool/Tivoli Nagios, HP OpenView or similar) and SNMP.
• PHP, GQL, and/or Python experience desired.
• Previous integration experience with ServiceNow, PagerDuty or ITSM platforms is a plus.

Benefits

• Comprehensive medical, dental and vision plans.
• 401(k) plan with employer match.
• Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
• Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.
• 5-year Service Milestone Sabbatical.
• Paid parental leave.
• Generous employee referral bonus program.
• Pet insurance.
• HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.
• Regular virtual company-wide events, including cooking classes, yoga, meditation and more.
• The opportunity to learn and develop from some of the best and brightest minds in the industry!