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
   implementation.
6. Knowledge Management & Documentation
   • Create and maintain knowledge articles, troubleshooting guides, FAQs, user
   guides, and support documentation.
   • Document incident resolutions, known issues, and recommended workarounds.
   • Maintain accurate functional and configuration documentation.
   • Share knowledge and best practices with the support team.
   • Support knowledge transfer and onboarding of new team members.
   Qualifications
   Required
   • Bachelor's Degree in Information Technology, Computer Science, Business
   Information Systems, Engineering, or related field.
   • 1–3 years of experience in Application Support, SaaS Support, Functional
   Consulting, CRM Administration, Technical/Functional Support, or Service Delivery.
   • Experience supporting platforms such as Zendesk, Salesforce, ServiceNow,
   HubSpot, Freshworks, or similar applications.
   • Experience with troubleshooting, system configuration, incident/request
   management, and user support.
   • Strong analytical, troubleshooting, and problem-solving skills.
   • Good understanding of SLA and service support concepts.
   • Excellent verbal and written communication skills.
   • Strong client-facing and interpersonal skills.
   • Ability to manage multiple priorities in a fast-paced support environment.
   Preferred
   • Experience in Managed Services, Service Desk, or IT Service Management
   environments.
   • Experience with Zendesk, CCaaS, CRM, telephony, or Customer Experience
   platforms.
   • Knowledge of APIs, webhooks, integrations, and workflow automation.
   • Experience with reporting, dashboards, and service performance analysis.
   • Familiarity with ITIL, Agile, or hybrid delivery methodologies.
   • Relevant platform or IT service management certifications.
   Core Competencies
   • Functional Application Support
   • Incident & Request Management
   • Troubleshooting & Root Cause Analysis
   • SLA & Service Delivery
   • Client Relationship Management
   • System Configuration
   • Change & Release Support
   • Business Process Analysis
   • Documentation & Knowledge Management
   • Communication & Stakeholder Management
   • Continuous Improvement
   • Prioritization & Time Management
   Key Performance Indicators (KPIs)
   Category
   Service Delivery
   KPI
   SLA Compliance, Ticket Resolution Performance, Backlog
   Management
   Client
   Application Support
   Operational
   Excellence
   Continuous
   Improvement
   Productivity
   CSAT, Client Escalation Rate, Communication Effectiveness
   Functional Issue Resolution, Configuration Accuracy, Change
   Success Rate
   Documentation Quality, Knowledge Contribution, Root Cause
   Analysis
   Process Improvement and Automation Contributions
   Utilization Rate, Timely Completion of Assigned Activities

Location:

PHL Quezon City - EXXA Tower, 8th Floor

Language Requirements:

Time Type:

Full time