Support Analyst
Support Analyst
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Job Description
At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre looking to start your career or make a change talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert sustainable solutions in records and information management digital transformation services data centers asset lifecycle management and fine art storage handling and logistics. We proudly partner every day with our 225000 customers around the world to preserve their invaluable artifacts extract more from their inventory and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.
Job Title: Support Engineer
Reporting to: Susan Tomblin
Location: India (20% travel) and 80% remote
Director: Carmen Kenner
Primary purpose of the role
Onbase Support Engineer role Reports to the IT Service delivery manager.
Provides postsale support services to customers to coordinate and execute product/services implementation projects including installation troubleshooting problem resolution and maintenance of products and service.
The Support Engineer is primarily responsible for providing technical support for our enterprise clients via multiple communication channels proactively identifying communicating & assisting clients in resolving known software issues working with clients to licence and provide configuration services for software modules and troubleshooting installation configuration and environmental issues identified by customers. Support Engineer provides daytoday system administration support for the solution.
This role will have fixed hours with a need to cover On call 24/7 production/deployment Support.
Accountabilities
Supports OnBase solutions dealing in areas of document capture document storage workflow and other OnBase areas.
Supports the code to integrate with the OnBase API.
Knowledgeable with OnBase Configuration OnBase Client OnBase Unity Client OnBase Studio OnBase Web Client Hyland Unity Management Console of EP3 and later
Support customers with test transactions and run tests to find errors and confirm the program meets specifications.
Hands on experience with MS SQL Server Oracle and MySQL databases
Architect system requirements for data workflow logical processes hardware and operating system environment interfaces with other systems internal and external checks and controls and outputs
Provide guidance to project team members on developing testing installing and updating both customizable software and custom built applications
Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success
Support solution daytoday operations and system administration.
Fully participate in Agile team retrospectives to provide recommendations for improving software and processes.
Work with both technical and nontechnical staff to develop a training plan and training materials and train end users technical support staff and internal staff to use programs
Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success
Decision Making Authority and Budgetary Responsibility
Decision making up to subject matter expert level. No budget responsibility
Resources
This role does not manage staff this will be individual role
Required: Bachelors or higher degree in a related field or its equivalent related to this field of work or work experience related to job description and the necessary competencies.
Strong experience with systems support troubleshooting and resolution
Experience with OnBase System software version 18 or higher
Experience working with Kofax
Experience creating & modifying workflows
Experience expanding & modifying solutions
Experience with Hyland onprim solutions
Strong DIP experience and troubleshooting
OnBase certification required
KEY RELATIONSHIPS
FOCUS
Iron Mountain IT (infrastructure)
To Partner with Infra team for troubleshooting and installing
Iron Mountain IT (NETWORK)
To Partner with Infra team for troubleshooting
Iron Mountain IT (APPLICATIONS)
To provide SME inputs where required
Iron Mountain IT (service delivery)
To partner and provide a quality of service within boundaries of SLAs concentrating on the level 2 application support and supporting the DBAs
Knowledge/Skills/Experience
(What qualifications or experience is needed to do the job how long)
Essential
Desirable
QUALIFICATIONS/experience
Degree or equivalent in IT related discipline
X
Formal IT qualification (MTA)
X
Process certifications (ie. ITIL v3)
X
Excellent knowledge of a range of Corporate Technologies (e.g. SQL JAVA .net IIS web services)and methodologies (scrum agile)
X
Minimum 2 years Technical Support Experience
X
Technical Skills
Hyland OnBase Workflow (OCWA Certification)
X
Experience in the OnBase suite of products or capture and workflow solutions (FileNet Documentum OpenText Content Management Kofax AnyDoc etc.) is a strong plus. Hyland Onbase System Administration Workflow AIP certification desired.
X
Document scanning and Document workflow experience
X
SKILLS (including languages)
Fluent in English
X
Ability to work under pressure
X
Ability to arbitrate and seek resolution to issues
X
Good interpersonal skills
X
Able to produce high quality work with minimal supervision
X
Able to prioritise and organise tasks whilst under pressure
X
Self motivated and directed
X
Ability to effectively prioritise & execute tasks in a highpressure environment
X
Solid Business Analysis skills
X
Able to summarise and present summaries to Senior members of Iron Mountain
X
Able to build relationships and operate in a matrix structure
X
Very strong influencing skills at a technical level
X
Resultsorientated able to execute and get things done with a high degree of personal resilience
X
Microsoft certified in: Technology Specialist (MCTS) Professional Developer (MCIPD) IT Professional (MCIPT) Imaging Architect (CDIA) or ECM Practitioner (ECMp) a plus.
X
Experience with Imaging document management content management and OCR technology is astrong plus.
X
Certifications such as Microsoft Certified Professional (MCP) are a plus
X
Strong analytical and problemsolving abilities
X
Ability to manage external technology and data providers
X
Able to conduct and coordinate research into new processes technologies and applications as required
X
EXPERIENCE
Experience in Supporting Kofax Environments for 2 to 3 years
X
Experience in working in Document imaging space
X
A strong background in problem analysis and establishing corrective action
X
Working in a teamoriented collaborative environment
X
Track record of continual professional development
X
Experience in IT service delivery across different industries (3 years)
X
Experience of basic SQL Database Administration
x
MOBILITY REQUIREMENTS
IME Characteristics
Provides Leadership
Plans for and executes change in pursuit of business objectives
Role models and communicates Core Values and treats others with respect
Maintains a positive outlook projects confidence and communicates with clarity and empathy
Keeps people informed with candid regular communication and feedback
Thinks and Acts Strategically
Translates business priorities into practical and achievable functional plans and objectives
Continually develops knowledge of the business in order to fully understand breadth of strategic
choice
Anticipates opportunities and problems and addresses them without delay
Delivers Results & Manages Performance
Sets challenging objectives that stretch performance targets
Prioritises workload for maximum impact and adapts plans in line with business needs
Takes and communicates decisions on time even in uncertain challenging circumstances
Communicates Effectively
Communicates all information with clarity and impact
Chooses the methods of communication most likely to secure effective results
Demonstrates active listening openly encouraging others to express their ideas and opinions
Demonstrates a range of influencing techniques showing their understanding of individual
differences and the wider business priorities
Customer Focus/ Builds Relationships
Creates processes within team/function that support Total Customer Satisfaction
Ensures the team are aware of and measuring customer data for function/country
Understands Iron Mountains industry competitors and solutions and how these relate to customer
needs
Works effectively and collaboratively within a matrix & virtual team environment
Builds and maintains internal and external networks
IT Competencies
Advises on the available standards methods tools and applications relevant to own specialism and
can make correct choices from alternatives.
Analyses diagnoses designs plans executes and evaluates work to time cost and quality targets.
Communicates effectively formally and informally with colleagues subordinates and customers.
Facilitates collaboration between stakeholders who have diverse objectives.
Understands the relevance of their own area of responsibility/specialism to the employing organisation.
Takes customer requirements into account when making proposals.
Take initiative to keep skills up to date.
Maintains an awareness of developments in the industry.
Analyses requirements and advises on scope and options for operational improvement.
Demonstrates creativity and innovation in applying solutions for the benefit of the customer.
Required Experience:
IC
Employment Type
Full-Time
