Engineering Services 2019
Job Description Document
POSITION INFORMATION
Position Title Jr .Software Services Engineer
Department Engineering Services
Career Level Junior Management Reporting To Director of Engineering Services
Team lead, Manager Engineering
Span of Control 0 Dotted Line Reporting Services, Director of
Implementation & Training
LOCATION DETAILS
Base Location
(Office Name)
Watermark (India) City Mohali (PB)
POSITION DESCRIPTION
The Engineering Services team plays a critical role for our customers’ ability to implement and manage software's
provided by Watermark. Accurate and robust data allows customers to use the software system as intended; as
customer data is a foundational component for systems use.
Software Services Engineers play a pivotal role in our customers’ successful implementation of Watermark
supported software by working on customer-facing projects that require developer skills. The ES team is often
tasked with the successful design, execution and administration of complex customer requests, ranging from
automated data loads, complex scripting, and the setup of A/D, SSO & LDAP. Software engineers will also employ
their superior analytic skills and knowledge to analyse complex customer files before import. Finally, engineers in
this team will troubleshoot the most critical customer issues and use their high-level technical and communication
skills to resolve these issues within the stipulated deadlines.
Key Responsibilities
Key Responsibilities
Execute data imports on production and training environments under the specified timeline on Linux and
1.
windows environment.
Manage uncommon & complex projects and requests, including but not limited to data clean-up, account
2.
clean-up, account merge projects, and customer-facing projects.
Execute all Single Sign On/LDAP/ SAML projects, including but limited to initial setup and administration,
3. communication with internal teams and external stakeholders during setup, and providing status reports to all
parties.
Identify impediments in the data files, existing data, and/or the technical procedures and escalate these to the
4.
Team Lead and Manager.
Communicate at an expert level in English verbally and in writing, daily, and more frequently as needed, with
5. IPCs in US, Support techs, and other internal stakeholders to share critical information, provide updates.
Should possess skills such as: core Java, J2EE, SQL, web services, LDAP, SAML, XML, XSLT, XPath, Windward
6.
Studios and other integration frameworks for several projects.
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Engineering Services 2019
SKILL SETS AND EXPERIENCE
Q Post-graduate degree ( B.Tech, M. Tech, MCA, related degree)
U Moderate knowledge of Java
Basic Qualification/ Technical
A Proficiency in relational databases/SQL queries
Skill Set/ Education/
L Vocational Training Hands-on experience with Linux/Windows operating systems
I Experience in Web services, SSO,XML,XPath, Windward studios
F
I
C Preferred:
A SQL Certified
T Advanced
Qualifications/ Certifications Linux Certified
I Java Certified
O
N
E
X Minimum Experience 0-1year
P
E
R
I Specific / Relevant Experience Any prior experience related to SQL, Java, Linux OS is a plus
E
N
C
A Excellent verbal and written communication skills.
P Proficient in technical skills as specified above.
Functional
A Strong ability to multi-task according to set priorities.
B Exhibit strong problem-solving, analytic, conceptual, and critical thinking skills.
I
L
I Be a strong team player.
T Behavioural Demonstrate a commitment to superior customer service.
I
E
2019
Engineering Services 2019
BEHAVIOURIAL
Accountable – We rise above our individual circumstances and demonstrate the ownership necessary to achieve
desired results. We don’t make excuses for our shortcomings like “I didn’t know”, “that’s not my job”, “No one
told me”, “I didn’t understand”, etc. We practice the four step accountable process of:
(1) SEE IT.
(2) OWN IT.
(3) SOLVE IT.
(4) DO IT.
Adaptable – We are always open to change so our team can respond quickly to a problem or opportunity. We
understand that standing still or protecting the status quo is not a viable option. We are willing to jump in and
make things happen. We focus on impact, use data, quantitative and qualitative, to make decisions, as close to
the issue as possible. We understand that with each change there are new opportunities to improve our services
AND advance our careers.
Coachable – We are capable of listening, willing to take constructive feedback and make the necessary changes
to be more efficient and effective.
Confident – We approach our work with confidence giving our many audiences, internal and external, assurance
that our brand and outcomes are worth the investment of their time, talent and treasure. We demonstrate our
professionalism through our thoughtful work, professional appearance and clear and consistent communication.
We regularly, formally and informally, communicate our successes and challenges, not only to our teams and
supervisors but with our peers as well. We “communicate” with others in ways that can be “heard” and we
understand the value of closing the loop in conversations. We also know how to apologize when necessary.
Resilient – We are always determined to deliver the very best product/program/service AND reach our goals. We
are hard workers. We love our work and understand that we must “study our craft” (i.e. keep yourself updated
with new technologies, attend learning opportunities provided by the organization, seek out mentors) if we are
going to maintain the highest customer satisfaction standards and grow professionally within a high performing
organization.
Supportive – We recognize that life can throw you a curve ball and some days are tougher than others. We are
here to support each other in our team. We believe in teamwork. We work hard together, find time to enjoy each
other and celebrate accomplishments, especially those where we have triumphed over great challenges and
uncertainty.
2019
Engineering Services 2019
JOB INTERACTIONS
KEY INTERNAL INTERACTION WITH NATURE OF INTERACTION
Daily stand ups to monitor the overall progress of the daily tasks,
identify impediments in day to day work.
Manager of Engineering Services
Bi-weekly meeting to discuss the areas of improvement in
performance and identify areas of additional training that will
enhance the performance.
KEY EXTERNAL INTERACTION WITH NATURE OF INTERACTION
Customer Support Manger and Product Team Regular communication via RT ticketing system; video
Managers conference or phone meetings on ad hoc basis as needed.
KEY SUCCESS MEASURES
• Resolve login issues within 4 hours of it being logged by support. Provide off hour/weekend coverage for login issues.
• Provide accurate effort level and meet ETAs on at least 95% of the total tickets worked upon.
• Minimum escalations to TL or Manager; at least 80% of the assigned tasks should be completed without any follow ups.
Validated by Revised by
Validated on Revised on
2019
