Canon Solutions America provides industry leading enterprise services, advanced production print technology and large format solutions supported by experienced professional service offerings. Canon Solutions America helps companies of all sizes to improve their business by increasing efficiency, controlling costs and becoming more environmentally conscious. Canon Solutions America is a wholly owned subsidiary of Canon U.S.A, Inc.
This position is responsible for delivering key project initiatives in addition to maintaining production support of existing systems.
Helpdesk (Production) Support:
Monitor queue to ensure that all inquiries are responded to within the time frame of the team SLA.
Facilitate professional and constant communication with overall users on the status of production problems that might arise and inform
them about ways of resolving issues.
Act as a liaison between business users and technical development support in the daily support of ERP and 3rd Party Applications.
Provide on-going application support, develop process models, participate in business discussions, create functional requirements, test plans, and executes system testing.
Properly Triage issues as code, setup, data or user training issue and resolve according to the appropriate triage result.
Provide workarounds for issues.
Propose long term solutions to system and business process issues to improve operational efficiency.
Resolve business issues and enhancement requests through system administration or configuration updates.
Perform user administration.
Configure, implement, test, and deploy application Enterprise Resource Planning (ERP) solutions, custom applications solutions and 3rd party solutions as needed.
Contribute and/or Lead Key Strategic Business initiatives as follows:
Improve existing systems and business processes to improve operational efficiency by studying current practices; designing and proposing modifications.
Create and facilitate efficient/cost effective solutions and analyze systems specification to meet business requirements.
Participate and be an active contributor in discussions with business users and leaders regarding areas of opportunity to leverage technology.
Research, analyze and recommend business workflow and application best practices.
Research and resolve operational application issues.
Maintain system protocols by writing and updating procedures.
Create designs for technical solutions to resolve business problems and tryout components of new systems for efficiency.
Liason between business users and technical development team to translate and document business requirements to functional designs with use cases.
Work with the development team to clarify business requirements and design solution.
Perform functional testing of delivered project solution(s). Create test plans, test schedules.
Coordinate User Acceptance Testing with business users to validate that the delivered solution meets and/or exceeds the business needs.
Adhere to company change management processes to apply projects to production.
Create supporting application documentation and end user process and training documentation.
Education - Bachelor's degree required in either Information Systems, Computer Science, Engineering or comparable field.
Working knowledge of Salesforce.com as an end user or administrator is required.
Skilled in SQL (novice level minimum) is required.
Microsoft Excel (novice level minimum) is required.
Analytical and Problem solving skills required.
Experience writing functional/business requirements and preparing functional designs are required.
Clear written and verbal communication skills and ability to explain business processes are required.
Must be an Independent Thinker, self-motivated, fast learner, able to multi-task and thrive in a fast paced environment.
Must be flexible and willing to travel as projects require (25% travel)
Master in Business Administration (MBA)
Knowledge in the Document Solutions Industry
Business experience with Sales and Marketing Processes
Experience across the entire standard development life-cycle
Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.
EOE Minorities/Females/Individuals with Disabilities/Protected Veterans