Enterprise Content Mgmt ECM Specialist (Hybrid)

About the Role

Technology support team member supporting clients on the Enterprise Content Management(ECM) solutions sold and serviced by Canon Solutions America. Acts in escalation from the Solutions Support Center (Help Desk) to provide troubleshooting and use expertise, knowledge and other resources to solve customer support requests. Responsible for providing direct customer support for ECM, with a goal to solve issues effectively with minimal escalation outside of the Solutions Support Center team. As required, consults with and escalates to vendors and other Canon resources, managing cases through resolution.

Your Impact

• Expert in supporting ECM solutions sold by Canon Solutions America

• Provides remote technical support via phone and email, utilizing remote access tools as necessary to interact with customer requests.

• Utilizes strong technical skills, experience and training on Canon ECM software solutions to help troubleshoot, diagnose, and resolve customer reported cases.

• Manages escalations to ECM Vendors, Canon USA and Canon Solutions America Professional Services, retaining ownership of support cases through resolution.

• Manages and documents the support interaction via Service Management tools.

• Utilizes, contributes, and improves the Knowledge Base as a core responsibility of support.

• Educates and developes capabilities of the Solutions Support Center team, to increase capability of support at first level.

• Works with field Professional Services teams to intimately learn about customer specific implementations.

• Performs physical and virtual (remote session) "ride-alongs" on installation and implementation engagements with clients.

• Assists in the transition from implementation to support for customer projects.

About You: The Skills & Expertise You Bring

• Bachelor's degree in a relevant field or equivalent experience required, plus 3 to 5 years of related experience.

• Experience supporting ECM solutions utilizing any of the major ECM platforms.

• Experience with Laserfiche, Kofax Products, Therefore, IRIS is preferred.

• Advanced computer skills (networking, multi operating system, windows server, Linux etc.).

• Experienced with relational databases, writing queries in SQL, preferably MS SQL Server.

• Basic programming skills, specifically JavaScript and .NET.

• Basic knowledge of HTML and CSS to support ECM form design.

• May require up to 10% travel including overnights.

• May require work in a 24/7 environment, perform shift work, and do on-call rotations.

• Technical certifications such as A+, Network+, Security+, CDIA+, MCP, MCSE are desired.

• Cloud certifications such as CompTIA Cloud Essentials+, AWS, or Azure certifications desired.

• Any certifications on ECM software solutions is a plus.

• Must be able to lift 50 lbs. and be in a mobile activity more than 50% of the time. (Walking, standing, stooping/kneeling).

• Ability to work entire shift while standing with occasional rest. In accordance with applicable law, we are providing the anticipated base salary for this role: $69,300 - $103,770.

Company Overview

About our Company

• Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazine's World's Most Admired Companies in 2020. Canon Solutions America offers a competitive compensation package including, for eligible positions, medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are not reviewing this job posting on our Careers' site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers. #CSA

Posting Tags

#pm20 #li-jg1 #li-hybrid Responsibilities

• Expert in supporting ECM solutions sold by Canon Solutions America

• Provides remote technical support via phone and email, utilizing remote access tools as necessary to interact with customer requests.

• Utilizes strong technical skills, experience and training on Canon ECM software solutions to help troubleshoot, diagnose, and resolve customer reported cases.

• Manages escalations to ECM Vendors, Canon USA and Canon Solutions America Professional Services, retaining ownership of support cases through resolution.

• Manages and documents the support interaction via Service Management tools.

• Utilizes, contributes, and improves the Knowledge Base as a core responsibility of support.

• Educates and developes capabilities of the Solutions Support Center team, to increase capability of support at first level.

• Works with field Professional Services teams to intimately learn about customer specific implementations.

• Performs physical and virtual (remote session) "ride-alongs" on installation and implementation engagements with clients.

• Assists in the transition from implementation to support for customer projects. Qualifications

• Bachelor's degree in a relevant field or equivalent experience required, plus 3 to 5 years of related experience.

• Experience supporting ECM solutions utilizing any of the major ECM platforms.

• Experience with Laserfiche, Kofax Products, Therefore, IRIS is preferred.

• Advanced computer skills (networking, multi operating system, windows server, Linux etc.).

• Experienced with relational databases, writing queries in SQL, preferably MS SQL Server.

• Basic programming skills, specifically JavaScript and .NET.

• Basic knowledge of HTML and CSS to support ECM form design.

• May require up to 10% travel including overnights.

• May require work in a 24/7 environment, perform shift work, and do on-call rotations.

• Technical certifications such as A+, Network+, Security+, CDIA+, MCP, MCSE are desired.

• Cloud certifications such as CompTIA Cloud Essentials+, AWS, or Azure certifications desired.

• Any certifications on ECM software solutions is a plus.

• Must be able to lift 50 lbs. and be in a mobile activity more than 50% of the time. (Walking, standing, stooping/kneeling).

• Ability to work entire shift while standing with occasional rest. In accordance with applicable law, we are providing the anticipated base salary for this role: $69,300 - $103,770.