Functional Consultant (SaaS)

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