Job Description :
Position: IT Technical Support
Location: Malvern, PA
Duration: 6 months
Job Description:
Description: We are looking for a customer service-oriented Sr Technical Analyst to provide technical support to users in an efficient and accurate manner and serve in a senior-level role.
This position also assists with infrastructure support tasks, leading and contributing to projects, and working with other senior members on various topics and platforms, to bring value to the client and to CAI, to demonstrate a professional work product.
The goal is to make sure that customer value is maintained to the standards set forth by the customer.
Duties and Responsibilities:
A Team Lead Analyst will provide IT end-user support including:
CAI will provide off-site Post Live Support for the roll-out of CPQ for Siemens Healthineers - Diagnostics (DX).
Support to include:
High touch, high resolution phone support for the Quotation module (CPQ) for the Finance Team (approximately 70 users) and the Sales Team (approximately 400 users).
Support will be provided 8:00 am to 8:00 pm Monday through Friday during Hypercare period excluding U.S. holidays
Team will be assembled to provide the service and is expected to start within 4 weeks of executing this SOW, in time for the November 15, 2021 roll-out
Team will be self-sustaining with leadership and encapsulated project management
Knowledge and Processes to be built and enhanced as the Program and system comes online
CPQ application training will be provided by Siemens
Additional responsibilities include:
Create support processes and procedures for the team
CAI personnel management
Escalation point
Single point of contact for Siemens
Provide process improvement and roll-out feedback from metrics data The remaining team resources, three (3) Mid-Level Support Analysts, will be brought on with the Project Manager. They can assist with process and support documentation. The full team of 4 resources will be in place and trained when the roll-out commences. INFRASTRUCTURE CAI will supply the ACD and an 800 number Siemens will supply: Laptop/desktops for each team member
Account access, including: Network, Shareville/CPQ and the ITSM system, other applications as required to perform job responsibilities.
Required Skills:
Past experience in a Technical Team Leadership role
Familiarity with Infrastructure support and CPQ for Siemens
Customer service experience in a professional industry
Strong troubleshooting and documentation skills=
Desktop and Laptop hardware support experience
Technical Writing
Proficient knowledge of Microsoft Desktop Operating Systems
Degree in Information Systems, Computer Science (Preferred) or equivalent experience
Preferred Skills:
Demonstrate knowledge in supporting the pharma industry
Team Lead experience
Experience with CRM Systems (Oracle Sales Cloud a plus)
Ashok Kumar
Sr. Talent Acquisition Specialist
4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151

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