The HSI Systems Solutions Architect I provides advanced technical support and customer service to existing customers utilizing the safety management system. As a subject matter expert in the system’s capabilities and limitations, this role assists clients in effectively implementing, updating, and maintaining their configured sites. The Solutions Architect I collaborates with software developers and cross-functional support teams to resolve customer issues and proactively recommend product enhancements that improve system performance and user experience.
- Continuously expand technical knowledge of HSI product solutions, tools, and systems
- Act as a technical resource with deep understanding of company products, data architecture, and APIs
- When required, meet with customers to identify tailored solutions based on individual needs
- Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates
- Assist or lead internal and paid customer projects as the primary technical resource
- Collaborate with the implementation team to configure and populate LMS site data in alignment with client requirements and project timelines
- Conduct thorough quality assurance reviews to ensure all LMS implementations meet defines specifications and maintain high standards of accuracy and functionality
- Assist EHS and CMS implementation & platform sync teams in implementation tasks as needed
- Investigate, resolve, and/or escalate to development advanced technical support issues, including system bugs and urgent customer concerns
- Provide detailed guidance and support to customers in executing system modifications and task implementations tailored to their specific needs
- Support, maintain, and document software functionality and standards compliance
- Perform data and system audits to ensure accuracy, consistency, and proper data mapping
- Review discrepancy reports and investigate data outliers
- Create improved methods for reviewing system data and functionality
- Maintain accurate records of all activities in Salesforce
- Ensure customer tickets are closed within company Service Level Agreement (SLA)
- Communicate product quality assurance issues and track their resolution
- Collaborate with Product and Development teams to scope, test, and improve tools and features
- Demonstrate strong analytical and problem-solving abilities
- Effectively manage multiple tasks and competing priorities
- Share solutions to complex challenges and proactively seek opportunities for improvement
- Perform additional tasks and projects as needed, including those outside the scope of normal job functions
Competencies
- Demonstrates creativity and analytical problem-solving skills to develop effective solutions and drive continuous improvement.
- Readily adjusts to changing circumstances, integrates new information, and responds to evolving customer needs with minimal resistance.
- Evaluates granular components to understand their broader impact on customer configurations and overall system performance.
- Quickly absorbs new information, actively seeks to understand customer pain points, and applies insights to improve outcomes.
- Effectively guides customer decisions by identifying business challenges and presenting tailored, value-driven solutions.
- Exhibits strong organizational skills and time management, ensuring high-quality work with attention to detail.
- Demonstrates deep knowledge of company products and services, confidently recommending the most appropriate solutions for each customer scenario.