Software Operations Specialist

JOB PURPOSE/MISSION/SUMMARY:  
The Software Operations team works hand in hand with the mission of Professional Services (PS) which is to qualify, design, quote, sell and implement software solutions into our customers’ environments. The role of the Software Operations Specialist is to manage all aspects of the solutions project delivery including, but not limited to, requirements gathering during Pre-Sales, project documentation, pricing, purchasing, scheduling, implementation, invoicing, and issue resolution.   

 
The SW Ops Specialist will interact with the Solution Architects, Business Consultants and Technical Specialists from Professional Services, other Lexmark teams, specific suppliers and/or end customers to facilitate speed up and add value to Software sales in four specific areas: Presales engagement, Solutions Pricing, Project Delivery Management and Invoicing.  

 
Works closely with the Professional Services team to ensure accuracy and validity of all contracts, projects, and opportunities, taking into utmost consideration the customers’ satisfaction in their over-all Lexmark experience by providing accurate and supported billing documentations and acting as liaison with other teams to raise other customer requirements.  
 
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:  

PRESALES 

• Gather requirements from Sales (Account managers, BDM), PS Business Consultants and end customers to simplify the administration in D365 in Account, Opportunity and Projects level.  

• Inputs in D365, Experlogix, Anaplan, SAP, MDM, the business case needs and structure for Sales (MPS, Traditional direct/indirect/Channel) with accurate information and data.   

• Analyze data in the systems (SAP, D365, MDM, Experlogix) to facilitate, speed up the Sales Cycle and prevent errors in workflows, by taking action as:  

• Communicate with SA (Solutions Architect) team to ensure technical validation is performed when required.  

 
SOLUTIONS PRICING 

• SW Ops Specialist is responsible for the profitability of the Software quotes for PS in all types of deals. 

• Creates software solutions and services quotes. 

• 1st Level Approver for Quotes in Experlogix, SW Ops Specialist supports the PS Sales team and Account Managers in their requests for specific target price in the discussion with pricing to explain what the global business case (hidden cost, expected revenue). 

• Approver in Expelogix quotes for Software when special discount does not require approval from Pricing Team.  
   

PROJECT DELIVERY MANAGEMENT  

• SW Ops Specialist is the purchaser for Software using Ariba, and any other parts required from external suppliers to support the PS team. 

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:  

KNOWLEDGE BASE FOR ACCURACY AND EFFECTIVENESS  

• Knowledge of the organizational structure of the Sales & Marketing teams and the Solutions Development Team of the geo being supported.  

• Knowledge of the organizational structure of each of the various Lexmark dedicated teams.  

• Knowledge of the Lexmark Software business model and its offerings.  

• Knowledge of current systems and previous legacy systems.  

• Knowledge of issue escalation process.  
   

PERSONAL CREDIBILITY  

• Oral (Conversational & Public Presentation) & Written Communication. 

• Interpersonal Relationship. 

• Handling Confidential & Sensitive Data & Information. 

• Must be able to balance working on numerous projects concurrently and work well under cost and schedule pressure. 

• Process Facilitation  

• Influencing & Negotiation Skills. 

• Can drive continuous improvement and behavioral change. 

• Knowledge of computer programming and computer applications is a plus, as any sales. 

 
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:  

• Any Bachelor’s degree preferably with technical knowledge  

• Must have knowledge of D365 and SAP; 2-3 years relevant experience