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Associate Platform Specialist

Company: iCIMS
Location: Hoboken
Posted on: January 6, 2022

Job Description:

The Platform Specialist Team acts as an escalation point to address and research bugs, provides internal consultation regarding system capability or solutions, and acts as the conduit to the Technology Department regarding bug resolution and to provide consistent feedback on the prioritization of enhancements based on customer feedback, market changes and business priority. The Platform Specialist partners with multiple departments including Technology, Customer Service and Sales to provide support and consultative help with the iCIMS platform.--

  • Provide technical and/or consultative support for internal departments regarding overall system features and gaps--
  • Develop a deep understanding of the customer's needs and provide in-depth recommendations--
  • Act as the conduit to the Labs team to manage and prioritize significant bugs--
  • Provide support for production stopping iCIMS issues via 24x7/on-call coverage--
  • Partner with Knowledge Management to ensure our Internal Knowledge Base articles are relevant & accurate--
  • Collect & track information to make recommendations for the prioritization of bugs--
  • Partner with Technical Support leadership to provide input into training material for instructor based training--
  • Partner with Release Management/Test Engineering to review & test new features of the iCIMS platform--
  • Triage team support tickets within company Service Level Agreement and make determinations as to what will be addressed by which internal departments--
  • Lead/own collaborative projects/problem solving--
  • Create compelling business cases to have escalated cases prioritized--
    • Mastery of the iCIMS ATS either in an Administrator or technical support capacity
    • Experience troubleshooting technical issues
    • Understanding of IP based networking and SAAS Infrastructure--
    • Configuration and troubleshooting of API based communication--
    • Demonstrated ability to work and influence across teams and functions--
    • Ability to multi-task and handle multiple prospective clients and issues simultaneously
    • Understanding of internal data security escalation process----Note: Role will include on-call requirements for critical customer outages

Keywords: iCIMS, Hoboken , Associate Platform Specialist, Other , Hoboken, New Jersey

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