CRM Configuration Consultant
General Dynamics - IT - Bozeman, MT

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As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 24,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.

  • Display strong verbal and written communication skills with the customer and internal management
  • Consult and provide guidance to customer personnel in the design and implementation of RightNow CX solutions
  • Hands-on work configuring, customizing and implementing RightNow CX solutions
  • Works with business analysts to define requirements which correctly address business problems and provide sufficient detail to drive the proposed solution
  • Understands the impact of problems/solutions and their relevancy to business unit goals
  • Receives minimal supervision
  • Reviews methods and procedures for applicability on new assignments
  • Maintain an in-depth knowledge of current RightNow technology, both internally and within the industry, and its applicability to the organization
  • Prepare, write and review documentation for programs and systems
  • Leverages the appropriate system development methodologies and processes for analysis, design, coding, testing and implementation
  • Considers system impacts and long-term effects of decisions/solutions
  • Bachelors Degree in a related technical discipline, or the equivalent combination of education, technical training or work experience.
  • RightNow CX Certification, preferred
2-5 years of related configuration management experience.

Experience with RightNow CX configuration components, including:

o Incident rules

o Workspaces including workflow and workspace rules

o Custom objects and custom fields

o Standard text

o CTI toolbar

o Knowledgebase (Answers)

o Use of log tables

o Analytics

  • Experience with RightNow CX upgrades, preferred
  • Experience with Excel and Visio
  • Three (3) years of experience in providing business consulting and / or technology consulting and solutions to clients, preferred
  • One (1) or more years of experience in providing consulting services to US Federal Government clients, preferred
  • Demonstrates an in-depth knowledge of current RightNow technology
  • Demonstrates a broad knowledge of current industry technologies, methodologies and designs, and their applicability and appropriateness in various solution architectures
  • Demonstrates a strong work ethic, and a high degree of integrity and professionalism
  • Demonstrates ability to provide coaching, counseling, and mentoring to staff
  • Demonstrates ability to develop winning technical solutions
  • Demonstrates exceptional listening, creativity, and deductive reasoning skills
  • Demonstrates ability to think clearly under pressure
  • Demonstrates confidence and credibility in front of senior management and clients
  • Demonstrates ability to develop innovative technical approaches as complete solutions to business problems
  • Ability to facilitate and lead work groups, and work productively with a wide range of people
  • Excellent written and verbal communication skills
  • Local to Washington, DC area (or willingness to travel at least 50%)
Additional Information


Security Clearance Level
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Security Clearance Basis

Security Clearance Polygraph

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Job Function
Science and Engineering

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As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT),...