Solution Specialist DMS

Job Description

The DMS Solution Specialist role provides technical expertise by supporting intelligent document processing solutions and understanding their integration across the company landscape. From a support standpoint, Consultant ensures support at level 1 & 2 is properly handled and deliver the level 3 support (incident, problem and change management). 

The DMS Solution Specialist is engaged in any implementation that involves the solution and manages if there is any dependency with other solutions. As a Level 3 engineer, Consultant is engaged on projects to maintain and evolve the solutions. The DMS Solution Specialist role provides a good understanding of project management and in some cases, could take the technical lead on solution projects. Consultant creates and executes change plans regularly. 

Main Responsibilities:

•    Act as primary Level 3 support; incidents, request fulfillment, problems and changes 
•    Manage all changes/enhancement requests relative to service operations and specifically to services provided by the global solutions. 
•    Develop and maintain Level 1 & Level 2 solution documentation and train end-users
•    Perform solution testing 
•    Technology watch – research new technologies that could benefit the solution. Create and maintain support, design, and architecture documentation, diagrams and communications.
•    Maintain daily, weekly, monthly, quarterly solution KPIs
•    Work with operations, infrastructure teams, and service providers to deliver support and changes to the solutions, including knowledge transfer whenever applicable  
•    Prepare and perform solution tests. Maintain test documentation 
•    Identify, and document solution requirements using appropriate modeling technique if required. 

Requirements:

•    Minimum job experience of 2 years planning, designing, deploying, managing/troubleshooting intelligent document processing solutions 
•    Hands on experience on with intelligent document processing solutions (DMS, OCR, E-Signature) such as M-Files, ABBYY Vantage and DocuSign (preferred).
•    Strong debugging, problem solving and investigative skills
•    Ability to assimilate disparate information (log files, error messages etc.) and pursue leads to find root cause problems
•    Basic project management concepts
•    IT Service Management/ ITIL Foundations
•    Hands on experience with Microsoft Power Platform is a plus
•    Ability to effectively manage multiple assignments and priorities
•    Ability to express oneself clearly and concisely both verbally and in writing using the English language
•    Ability and flexibility to work independently as well as in a team
•    Have a cross cultural mind set to be able to work with interlocutors from all regions across the world
•    Self-driven, customer focused and proactive
•    Good analytical and synthesis skills, and creative problem-solving skills