It Product Support Lead
Year Remote, India
Job Description
b'
IT Department Posted on Mar 06, 2024
Remote-India
Minimum Required Experience : 5 years Full Time
Skills
SysAdmin PSA
apex programming
Description
.
- The IT Product Support Lead serves as an administrator and level 2 support contact for one or more products ensuring product availability, stability and enhancement to support business operations.
- They work closely with business system owners, end-users and product providers to maintain the product roadmap and requirements backlog based on requirements and feedback.
- Profiles, Permission Sets, Sharing Rules
- Tracking and management of licenses, subscriptions
- User training and support
- Product roadmap and backlog maintenance
- Maintains best practices and training material
- System configurations and testing
- Good understanding of what is standard vs customized functionality
- Maintains the repository of custom scripts and specifications
- Managing custom settings
- Process/workflow builder to allow for automation
- Data loads
- Data governance
- Change control, release, and upgrade management
- Sandbox instances management, creation, and refresh
- Lead Product Governance meetings
- First point of contact for product provider.
- Supports financial audits.
- Keeps system inventory updated.
- Supports vendor management with vendor qualifications.
- Level 2 support contact
- Issue management, coordinating resolution of tickets, working with business, vendors and development teams as needed to drive resolution.
- Troubleshooting using the debug log, logging in as other users.
- User communications
- Permission Controls
- Work Calendars, Holidays, Time Periods, Region, Practice, Group
- Projects, Budgets, Milestones, Tasks, Activities
- Resource Requests and Assignments
- Time Entry, Timecards, and Expense Entry
- Utilization, Backlog, Time Period Updates, Actuals
- Configuration Groups and Values
- Project Billing, Billing Event Generation
- Conga Reporting, Reports Development, ad hoc query support, SOQL Queries
- Integrations maintenance
- Hands-on developer with expertise in:
- The Apex language
- Triggers
- Test Code & Coverage
- Lightning Web Components (LWC)
- Ability to understand business requirements around Finance Accounting, and PSA
- Continuous learner, keeping updated on latest trends and product features in the space.
- Open to learn and take on ownership of other products.
- Excellent communication skills
- Taking ownership of reported issues and drive to resolution
- Strong triaging skills for issue resolution
- Experience in using tools for issue management.
- Coordinate with and train other IT staff for redundancy
- Exemplify Catalyst values (Collaboration, Learning, Listening, Flexibility, and Commitment)
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Job Detail
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Job IdJD3259440
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRemote, India
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EducationNot mentioned
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ExperienceYear