SaaS Functional Consultant

Job Title:

SaaS Functional Consultant

Job Description

Job Description
Functional Consultant – Support / Managed Services
Job Title
Functional Consultant
Reports To
Support Team Lead
Position Summary
The Functional Consultant is responsible for providing functional application support,
configuration, troubleshooting, and continuous improvement for customer-facing
business applications such as Zendesk, CRM, CCaaS, telephony, and other SaaS
platforms.
The role serves as a functional subject matter expert for assigned client environments,
working closely with clients, the Service Delivery Manager, and technical teams to resolve
issues, fulfill service requests, maintain system performance, and ensure compliance with
agreed service levels.
The Functional Consultant is expected to provide timely and effective support, identify
recurring issues and improvement opportunities, and contribute to a positive client
experience.
Key Responsibilities
1. Application & Functional Support
• Provide day-to-day functional support for assigned applications and client
environments.
• Troubleshoot and resolve incidents, service requests, and application-related
issues.
• Perform approved system configurations, workflow changes, automations, user
administration, and other functional updates.
• Analyze recurring issues and recommend corrective or preventive actions.
• Coordinate with technical teams, developers, vendors, and other support groups
for complex issues.
• Validate system changes and functionality before and after production deployment.
• Maintain accurate records of support activities, resolutions, and configuration
changes.
2. Incident, Request & SLA Management
• Manage assigned incidents and service requests according to agreed priorities and
SLAs.
• Monitor tickets approaching SLA breach and proactively take action to ensure
timely resolution.
• Provide clear and timely updates to clients and stakeholders with regard to the
configuration.
• Properly document, categorize, prioritize, and close support tickets.
• Escalate critical or complex issues to the appropriate technical team or Service
Delivery Manager.
• Support major incident activities when required.
• Assist in identifying recurring incidents and opportunities for permanent resolution.
3. Client Support & Service Delivery
• Act as a functional point of contact for assigned client support requirements.
• Build and maintain positive relationships with client users and stakeholders.
• Understand client concerns and translate them into appropriate functional
solutions.
• Provide guidance on system usage, configuration, and process improvements.
• Participate in client meetings, service reviews, and support discussions as
required.
• Support the Service Delivery Manager by providing functional updates, issue
analysis, risks, and recommendations.
4. System Optimization & Continuous Improvement
• Review existing configurations and identify opportunities for system and process
improvement.
• Recommend workflow automation, configuration enhancements, and operational
efficiencies.
• Analyze ticket trends and recurring issues to identify improvement opportunities.
• Support problem management, root cause analysis, and corrective action
activities.
• Contribute to continuous service improvement initiatives.
• Stay current with platform enhancements, features, and relevant best practices.
5. Change, Testing & Release Support
• Assess the functional impact of requested system changes.
• Support testing, UAT, and validation of application changes.
• Coordinate with relevant teams during change and release activities.
• Validate production changes and confirm expected functionality.
• Ensure appropriate documentation and approvals are completed before
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