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. They implement and/or liaise with a technical development team/product provider for implementation of fixes and requirements.
Position Qualifications and Requirements:
Education: BS in Computer Science or equivalent work experience
Experience: 5 years
Required Skills:

• Certinia PSA: administration, apex programming, support, reporting - Required.
• Previous experience in implementing Certinia PSA solutions - Required
• NetSuite – administration, support, reporting - Preferred
• Experience working in a Clinical CRO – Preferred

Required Certifications – Required Certinia – SysAdmin PSA
Position Accountabilities/Responsibilities:
Platform Administration – Production and Sandbox

• 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.

Platform Support

• 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

Accounting and PSA Specific Responsibilities

• 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)

General requirements:

• 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)

Working Conditions: General office working conditions apply. Employee may be office or home based.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.
 

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