The Senior System Support Analyst acts as a trusted technical advisor to Ricoh's Managed Service BPO customers, providing premium support services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments related to the Applications they support. Senior System Support Analyst will have accountability for the implementation and architecture of Ricoh BSS products and customer solutions using RICOH brand and select 3rd party software solutions. In addition, the Senior System Support Analyst has responsibility for implementing RICOH Portal and Disc Image systems as well as integrating architectural, design and implementation standards for these solutions. Secondary responsibilities include support of the Sales & Marketing and Design organizations as well as strategic activities related to project viability, client management, and staff development and mentoring.
JOB DUTIES AND RESPONSIBILITIES
Analyze customer business and technology requirements and design solutions to fulfill specific customer needs.
Analyze complex data from multiple sources and correlate to identify issues and propose solutions.
Design workflow specific to business process outcomes for Ricoh Core Portal and Disc Image systems.
Coordinate multiple resources across functional groups within RICOH and vendor partners.
Acts as a subject matter expert in critical RICOH BPO disciplines including advanced data capture, document management, and workflow.
Assist the direct sales department, design teams, and the RICOH PS group in the preparation and delivery of presentations, demonstrations, proof of concepts, internal training, proposal development, and SOW development.
Participate in sales calls, customer workshops, software demonstrations and all activities designed to promote RICOH BPO offerings.
Serves in a mentoring capacity to assist in the training of the sales teams, and System Support Analyst.
Research and analyze complex capture, EDM and workflow solutions.
Perform technical support tasks for Ricoh Rancho Cordova site. Support includes local server/desktop management, LAN/WAN monitoring, and BIS data capture team technical support.
Develop pre-sales system demonstrations and post-sales workflow implementation.
Provides post-sales system training to customers for Ricoh Core Portal and Disc Image systems.
Assist in the growth and expansion of existing customer accounts.
Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
College degree (computer science, information management) or equivalent experience in a related field required.
Requires minimum of 5 years of related work experience including the demonstrated track record of success in systems support, technical sales support (demo's of the system) and/or industry related experience, 5+ years required.
Subject Matter Expert in BPO workflow processing.
MCSE, CDIA+ certifications preferred.
Microsoft SQL Server experience, 5+ years required
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Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants, including those who may have arrest and conviction records.