Customer Portal and Business Systems Specialist; SWC - Service

Customer Portal & Business Systems Specialist

The Customer Portal & Business Systems Specialist is responsible for the development, deployment, support, and continuous enhancement of customer-facing portal solutions, currently delivered through the Smartsheet platform. This role serves as a primary resource for customer portal development while also supporting Smartsheet administration functions, including user access, licensing, issue resolution, and maintenance of selected existing solutions.

Working closely with Quality & Customer Experience leadership and internal stakeholders, this position translates approved business requirements into effective customer portal solutions that deliver value to SWC customers. The role also provides support for existing business systems and contributes expertise to help maintain and improve current solutions.

Customer portals are the primary focus of this position and will take precedence over other responsibilities.

Essential Duties and Responsibilities

Customer Portal Development & Support

• Design, build, deploy, and maintain customer-facing portal solutions.
• Develop standardized and scalable portal solutions that can be adapted to meet customer needs.
• Collaborate with Quality & Customer Experience leadership and other stakeholders to understand and implement approved customer requirements.
• Translate business requirements into effective portal designs, dashboards, reports, workflows, and supporting functionality.
• Monitor portal performance and identify opportunities for improvement and enhancement.
• Support the continuous improvement and customization of customer portals following deployment.
• Participate in customer meetings to gather feedback, answer questions, provide project updates, and support portal-related initiatives.
• Over time, assume increased responsibility for direct customer engagement related to portal development and enhancement.
• Maintain documentation related to portal configurations, processes, and best practices.

Internal Smartsheet Administration and Solution Support

• Support Smartsheet administration activities such as user licensing and access management.
• Maintain selected existing business solutions through issue investigation, bug fixes, and minor enhancements.
• As part of the Smartsheet Guru team, provide guidance and expertise for Smartsheet solution development efforts across the organization.
• Participate in Smartsheet training opportunities, user groups, and knowledge-sharing activities to expand platform expertise.

Other Duties

• Attend required company meetings, training sessions, and professional development activities.
• Perform other related duties as assigned.

Required Qualifications

• Associate's degree or equivalent professional experience required.
• Bachelor's degree preferred.
• Minimum of two (2) years of experience administering, configuring, or supporting Smartsheet or a similar business process management, workflow, or project management platform.
• Experience supporting business users and troubleshooting system-related issues.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• Effective written and verbal communication skills.
• Ability to collaborate with stakeholders across multiple departments.

Preferred Qualifications

• Smartsheet certification preferred.
• Experience building dashboards, reports, workflows, forms, and automations.
• Experience supporting customer-facing business applications or customer portals.
• Experience documenting business processes and system configurations.

Key Competencies

• Customer Focus
• Business Process Thinking
• Solution Development
• Problem Solving
• Attention to Detail
• Communication Skills
• Adaptability
• Collaboration
• Time Management
• Technical Learning Agility

Physical Demands

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively via phone, video conference, and email.
• Ability to attend meetings and training sessions as required.

Work Environment

• Work is primarily performed in an office or remote office environment.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Management reserves the right to modify duties or assign additional responsibilities as business needs require.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.