Specialist: Enterprise Software Analyst

Pre-Sales Engagement & Solution Design

• Collaborate with the sales team to qualify potential leads or opportunities, ensuring the prospect’s requirements align with our software solutions.
• Conduct detailed discovery sessions to understand customers’ business challenges, objectives, and functional requirements.
• Following thorough business analysis, compile precise and comprehensive requirement specifications that encapsulate both technical and functional needs. This ensures that solutions are accurately scoped, minimising the risk of misinterpretation during implementation.
• Draft accurate proposals, pricing, and statements of work (SoWs) for software and professional services.
• Prepare and deliver product demonstrations (in-person or online) tailored to prospective clients’ needs, addressing technical queries and objections.
• Develop proof of concepts (POCs) or prototypes to show how the proposed solution will work within a client’s environment.
• Assist sales with technical expertise, bridging the gap between customer requirements and product capabilities.

Installation, Configuration & Post-Sales Support

• Install, configure, and support Digital Services solutions such as Print Output Management, Intelligent Document Processing (IDP), Enterprise Content Management (ECM), Workflow Automation, Digital Archiving, and Digital Signatures.
• Troubleshoot issues with printing, scanning, document processing and other solution components, ensuring timely resolutions within Service Level Agreements (SLAs).
• Liaise with client IT teams to ensure proper network connectivity and operability of related software platforms.
• Ensure the latest patches and software updates are applied, keeping abreast of relevant hotfixes and new releases.
• Adhere to established escalation processes; manage vendor escalations when necessary and communicate regularly with clients regarding progress and next steps.
• Provide after-hours support on occasion, as per client or business needs.

Client & Stakeholder Relationship Management

• Act as a trusted advisor for all matters relating to the unit’s software solutions, both prior to and after sale.
• Maintain proactive and professional communication with all stakeholders (internal units, external vendors, and customers).
• Maintain structured cadences with OEM partners to track updates and forthcoming releases, ensuring alignment with current and potential client needs.
• Regularly report on installed software, usage, and performance metrics in line with client and management requirements.
• Obtain client sign-off on key milestones and completion documents (e.g. delivery or acceptance notes, POC Test Case and Scope of Work documentation).

Continuous Improvement & Knowledge Transfer

• Maintain updated internal documentation (e.g. Deal Trackers, Support Logs, Implementation Guidelines).
• Support the handover process from Pre-Sales to Post-Sales by documenting all relevant customer information, requirements, and agreed-upon customisations.
• Stay informed about industry trends, competitor offerings, and evolving technologies, sharing insights to refine solution design and sales strategies.
• Use the OEM roadmap to proactively advise sales teams and new or existing clients about new functionalities or upgrades, helping them derive maximum value from the solutions while reinforcing long-term partnerships.
• Provide feedback to Sales, Product Development, and Implementation teams on feature requests, identified issues, and best practices.
• Plan and deliver regular training sessions for the sales team, equipping them with the necessary product knowledge and technical insights. This helps drive consistent messaging and empowers sales personnel to position solutions effectively to clients.

CORE RESPONSIBILITIES:

Governance, Risk and Business Continuity Management

• Be aware of the Company’s Occupational Health and Safety Programme, ensuring compliance within your specific workplace
• Comply with company governance guidelines and policies. 
• Proactively engage with Salespersons for software and related solution renewals. 
• Act as a sounding board to Salespersons, Customers and internal personnel to manage expectations of what the company’s software and related solutions can and cannot deliver.
• Proactively identify and communicate risks that may arise during solution design, implementation, or support, ensuring mitigation strategies are in place.

ACCOUNTABILITY 

Revenue under management

LINKED TO ACHIEVING SOFTWARE & PROFESSIONAL SERVICES TARGETS, AS DEFINED BY THE BUSINESS.

Budget under management

AS ALLOCATED OR RELEVANT TO PRE-SALES AND POST-SALES ACTIVITIES

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal :  

• Sales Executives, Finance & Logistics, Professional Services, Technical Support, and related organisational units.

Reasons for Interaction:

• Pursuing new software sales opportunities.
• Coordinating proposal creation, delivery scheduling, and project handovers.
• Sharing feedback on solution performance, client requirements, and best practices.

External:  

• Customers, Third-Party Vendors, Software Suppliers

Reasons for Interaction:  

• Gathering customer requirements, presenting solutions, and conducting demonstrations.
• Managing software upgrades, patches, or escalations.
• Maintaining a strong professional relationship for ongoing solution development and support.

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications:

• Matric (Grade 12).
• Computer Science or IT-related Degree or Diploma.

Professional Qualifications

• A+, N+, and Microsoft Certified Solutions Associate (MCSA) or equivalent.
• Certifications in Intelligent Document Processing, Robotic Processing Automation and Print Output Management platforms will be advantageous. 

Years of Experience

• At least 4 years in the Office Automation / Workflow Automation Software industry providing technical software support.
• Additional 3+ years of Pre-Sales or consultative selling experience (total 7+ years preferred) is highly advantageous.

Other requirements

• Solid knowledge of Windows environment troubleshooting (printing, scanning, workflow).
• Practical understanding of network architecture, including server connectivity and SQL Server fundamentals (role-based access, data connections).
• Ability to remain calm and methodical under pressure with strict timelines.
• Strong verbal, written, and presentation skills.
• Willingness to occasionally work after hours or travel to client sites.
• Experience in business analysis, solution design, technical proposals, statement of work (SoW) creation, and deployment of enterprise software solutions.
• Product-specific certifications in relevant enterprise software.

COMPETENCIES

Behavioural Competencies

• Communicating and Informing
• Results Driven
• Intellectually capable
• Results-driven, with a proactive approach to customer satisfaction and solution delivery.
• Upholds honesty, integrity, and collaboration; embraces diversity.
• Maintains a positive, professional attitude when interacting with both colleagues and clients.