Configuration Management Analyst

Who is BrightLink?
BrightLink is a consultative, industry thought-leader offering services and technology for the professional credentialing industry. At our core, we are passionate about helping people better their lives through demonstration of skills. We build technology that delivers cognitive assessments and manages professional credentialing programs.

Who are we looking for?
BrightLink is looking for a Configuration Management Analyst to help support Customer Success with launches and implementation and to provide deep configuration support to the Customer Success team. 

In addition, we look for candidates who embrace our company core values. These core values reflect who we are, and provide both company-wide and individual guidance:

  • Be remarkable
  • Practice humble service
  • Nurture enduring partnerships
  • Always drive to deliver
  • Seek pragmatic perfection
  • Create positive personal growth
  • Engage in camaraderie
 
Primary Job Responsibilities:
(40%) Implementation Process Responsibilities
  • Kickoff Meeting Prep (i.e. Initial Review Packet Configuration)
  • Support Configuration Review 
  • Gap Analysis Transition
  • Launch Supporting Configurations
  • Lead Data migration processes
  • Manage UAT Configurations for Client Facing Updates
  • Handle transition of engineering deliverables from PO and configure to client’s needs
  • Obtain client acceptance of configured solution working with other members of Customer Success
  • Address cause of client rejection with configuration
  • Transition back to engineering if deliverable is rejected due to non-configurable issue

(20%) Bridge Gap between Engineering and Customer Success
  • Attend grooming sessions and participate in solutions designs
  • Attend product reviews
  • Attend PM triage review
  • Solution high-level design sessions with Product Manager/Solution Architect

(20%) Level II Support
  • Create advanced database queries to answer reporting requests
  • Provide expert assistance on BrightLink technologies to Level 1 team and customers
  • Partner with customer and product team to identify and define product enhancements
  • Identify, define, and perhaps build automation and tooling around product operations
  • Issues unable to be addressed by Customer Success (excludes Sys Admin related items)
  • Help team meet key performance indicators for customer success

(15%) Solution Mentoring
  • Attend 15 minute Daily Standup Meeting with Customer Success team
  • Attend a weekly 1 hour Customer Success touchpoint

(5%) Sales Configuration Support
  • Assist with demo preparation and process review
  • Employee will be responsible for making important decisions and delegating tasks
  • Possibility for travel: 0-5% 

Experience/Qualifications:
  • Bachelor’s Degree in CS, IT, or related field
  • 3-6 years of experience in CS or IT role
  • Knowledge around scripting languages, specifically SQL
  • Excellent written and oral communication skills
  • Excellent problem solving and troubleshooting abilities 
  • Passion for leading others through challenges and reaching solutions 
  • Customer service skills

Preferred Experience: 
  • At least 2-3 years of relevant industry experience

Additional Benefits:
  • Paid Vacation, Sick Days & PTO
  • Health and Vision Insurance 
  • 401(k) with matching
  • Discounted Company Cell Phone Plan
  • Reading Reward Program
  • Quarterly Team / Company Activities
  • Flexible Schedules
  • Personal or Professional Growth Conference Stipends
  • Friday Family Lunches for You, Your Spouse and Children
  • Casual Dress Environment
  • Paid Recess - Everyday!
  • Awesome, Collaborative and Open Work Environment 

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