Enterprise Content Mgmt ECM Specialist (Hybrid)
Company: Canon U.S.A., Inc.
Location: Norcross
Posted on: April 18, 2024
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Job Description:
Enterprise Content Mgmt ECM Specialist (Hybrid)
Location
US-NJ-Burlington - US-IL-Itasca - US-NY-Melville - US-FL-Boca Raton
- US-CA-Long Beach - US-GA-Norcross
Company
Canon Solutions America, Inc.
Requisition ID
31640
Category
Systems Technical Support
Position Type
Full-Time
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
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