Senior Professional Services Consultant

Summary

Join ScienceLogic as a Sr. Professional Services Technical Consultant, serving as the primary technical interface and onsite subject matter expert for our product line. This fast-paced role involves providing onsite and remote consulting services, performing installations and troubleshooting, and collaborating with customer technical and management staff. You will act as a customer advocate, document activities, and contribute to knowledgebase articles. The position requires strong technical skills, experience with enterprise-level network management, and excellent communication abilities. You will also provide leadership and direction to customers regarding the ScienceLogic product suite. This role offers the opportunity to work with cutting-edge technology and contribute to a dynamic team.

Requirements

• A bachelor 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
• Have exceptional troubleshooting and customer-handling skills; flexible and willing to learn new technologies
• Excellent written and verbal communication skills
• 8+ years in Federal space
• 5+ years’ experience supporting/using enterprise class infrastructure monitoring platforms
• 5+ years Linux operating system experience
• 5+ years Database query experience
• 5+ years of experience with SNMP and vendor MIB architecture
• 5+ years of experience configuring SNMP trap and/or Syslog alerts
• Strong knowledge of PowerShell, WMI, XML/SOAP, API
• Clearance Top Secret w/ CI Poly
• 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

Responsibilities

• Provide onsite consulting services and support to ScienceLogic customer 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. (On-site client work may be full time)
• Handle on-site work solely as a SME and Techn ical Consultant in ScienceLogic implementation activities
• 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 knowledgebase 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
• Creative person who looks for new and innovative ways to resolve problems
• Document and record all activity and communication with customer in person, over telephone and email according to departmental standards of quality
• Support and provide consulting services to our federal or commercial IT standards (etc. support Federal ATO process, Security Audits, Change Management procedures)

Preferred Qualifications

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