23 results for Software Implementation Analyst in Reading, PA

Application Analyst We are offering a contract to permanent employment opportunity for an Application Analyst in the Financial Services industry, based in a location in Pennsylvania. This role involves working with payment systems and software applications, with an emphasis on testing, upgrading, and enhancing these systems. Responsibilities: • Contribute to the enhancement and upgrading of payment systems • Test and monitor proprietary software applications • Develop and maintain documentation outlining procedures and best practices • Utilize CRM and Database Monitoring skills to manage and track customer interactions and transactions • Work effectively in a largely remote setting, with the understanding of occasional requirements for in-office training and team events • Demonstrate a keen interest in obtaining AAP or APRP certification • Showcase strong organizational skills to manage multiple tasks and deadlines • Leverage a background in Banking core or Fintech to understand and address industry-specific issues.

Senior Big Data Engineer (Graph Database Focus) We are offering a contract employment opportunity for an Application Development Analyst IV (Contractor) in Philadelphia, Pennsylvania. The selected candidate will be instrumental in the design, coding, testing, implementation, and support of application software that complies with our organization's architectural standards. This role is critical in driving the analysis and design of quality technical solutions that align with business and IT strategies. Location: Philadelphia, PA (On-site, 4 days per week) Job Responsibilities:<ul><li>Lead development efforts to enhance the ROCI digital twin big data platform, which provides insights into device ecosystem via API syndication.</li><li>Extend functional capabilities of the platform through tasks including:</li><li>NEO4J Graph Database enhancements: Building out data models and scaling graph database.</li><li>Big Data ETL Development: Use Databricks and PySpark tools to design, implement, and optimize data pipelines for large datasets.</li><li>AWS Pipeline Automation: Automate workflows to improve scalability and reliability within AWS architecture.</li><li>API Deployment and Management: Ensure API functionality is performant and scalable using Django and Kubernetes.</li><li>Data Engineering: Create efficient, reusable data models and real-time streaming solutions (Lambda functions).</li></ul>

Technical Analyst Job Summary:We are seeking a skilled and motivated Technical Analyst to join our Legal team in Philadelphia. This role requires a tech-savvy professional with strong analytical skills and a collaborative mindset. You’ll play a pivotal role in supporting and improving our in-house Onit applications used by Legal and Compliance stakeholders. Key Responsibilities:<ul><li>Serve as the primary technical support contact for various Legal and Compliance applications, primarily built on the Onit platform.</li><li>Act as a liaison between end users, development teams, and management.</li><li>Analyze support tickets and enhancement requests, deliver timely resolutions, and communicate updates effectively to users.</li><li>Coordinate all phases of the Software Development Life Cycle (SDLC) for new features or applications.</li><li>Gather and document user requirements, perform testing, and support production rollouts.</li><li>Develop user guides, FAQs, and conduct live/recorded training sessions.</li><li>Maintain organized documentation of projects, enhancements, and troubleshooting efforts.</li><li>Collaborate with Onit Managed Services and internal teams to track and manage open inquiries through resolution.</li></ul>

Business Systems Analyst We are in search of a Business Systems Analyst to join our team based in BLUE BELL, Pennsylvania. Your main role will involve offering primary support for essential business applications such as Agiloft, Coupa, NetSuite, SimpleLegal, and Workato. This exciting opportunity offers a long term contract employment opportunity. Responsibilities • Take on the role of primary support contact for business applications including Agiloft, Coupa, NetSuite, SimpleLegal, and Workato, dealing with release testing, enhancement requests, and bug resolution. • Organize bi-weekly meetings with Finance and Legal teams to discuss and prioritize ongoing issues. • Uphold compliance with SOX (Sarbanes-Oxley) requirements by thorough testing, approval processes, and maintaining proper documentation. • Oversee the development, maintenance, and optimization of financial and legal system integrations. • Work in collaboration with different teams to simplify workflows and enhance system efficiency.

Sr. Client Data Analyst We are offering a contract to permanent employment opportunity for a Sr. Client Data Analyst in Newark, Delaware. In this role, you will be responsible for driving data quality improvements, developing and implementing data analyses, and assisting in data-related technical issues. Responsibilities: • Act as a Subject Matter Expert to validate data and challenge its quality • Develop pipelines and processes to import complex data sets into a cloud environment • Use algorithms to transform and analyze data into actionable insights • Identify, design, and implement process improvements for faster repeatable reporting • Develop checks for data staging and loading • Acquire data from various sources and reload updated data into databases • Participate in central data cleansing activities to accelerate data quality remediation • Attend meetings with data governance groups and Subject Matter Experts from various departments • Participate in data quality improvement initiatives and projects.

Help Desk Analyst We are offering a long term contract employment opportunity for a Help Desk Analyst in Wilmington, Delaware. In this role, you will be assisting with device support, managing accounts, and providing excellent customer service in the tech industry. This is an on-site position where you'll utilize your skills in Android Development, Cisco Technologies, Citrix Technologies, and more. Responsibilities: • Provide efficient support for various devices including Android, Mac, and Apple Devices • Utilize Microsoft and Excel for account management and data processing • Handle account creation and removal in a timely and accurate manner • Apply knowledge of Cisco and Citrix Technologies to troubleshoot and resolve issues • Ensure proper configuration management and deployment of computer hardware • Use Active Directory for account management and access control • Assist with Windows 10 issues and provide necessary updates • Maintain accurate customer records and respond to customer inquiries promptly • Monitor customer accounts and take appropriate action when needed.

Software Engineer We are looking for a dedicated Software Engineer to join our innovative team in New Castle, Delaware. In this role, you will design, develop, and maintain software solutions for cutting-edge thermal analysis and rheological instruments. This is an exciting opportunity to work on complex systems and contribute to the full software development lifecycle. Responsibilities: • Research, design, and develop software applications, user interfaces, and data analysis tools for advanced scientific instruments. • Evaluate system requirements and translate them into detailed technical specifications. • Troubleshoot and resolve software issues while ensuring optimal system performance. • Collaborate with cross-functional agile teams to implement and test software designs. • Write and maintain clear documentation in alignment with coding standards and quality guidelines. • Develop and execute automated and manual tests to validate software functionality. • Provide accurate work estimates and track progress to support project planning. • Continuously seek opportunities to improve software quality, processes, and personal technical skills. • Contribute to the architecture of scalable, maintainable, and secure software solutions. • Offer technical support and guidance to internal and external users as needed.

Application Development Project Manager/Lead Responsibilities Design, develop, and support components within the Oracle E-Business Suite (EBS), including customizations, extensions, and system interfaces. Collaborate closely with functional teams to gather requirements and implement effective technical solutions. Build and tailor reports using Oracle EBS reporting tools to meet business needs. Utilize Oracle APEX to design and modify forms as required. Participate in all stages of the software development life cycle within an agile development environment. Work with Oracle support and third-party vendors to troubleshoot issues and apply system fixes. Demonstrate strong functional understanding of Oracle Financial and Order Management modules. Leverage Oracle EBS APIs (Integration Repository) to create and manage application integrations. Requirements Bachelor’s degree in Computer Science, Information Technology, or a related discipline. Minimum of 5 years of hands-on experience in Oracle EBS development and system support. Proficient in PL/SQL, SQL, and Oracle database technologies. Proven experience in developing EBS customizations, extensions, and interfaces. Skilled in designing and customizing reports using Oracle EBS reporting tools.

Project Manager/Sr. Consultant Program/Project Management<ul><li>Develop and execute the strategy for multiple programs/projects across various phases:</li><li>Waterfall: Concept, Requirements Definition, Design, Build, Test, and Deployment</li><li>Agile: Scrum ceremonies and processes</li><li>Define the operational and steady-state transition to platform and product teams</li><li>Maintain deep expertise in CRE and Prop-Tech products, services, and industry trends</li><li>Establish and track key performance indicators (KPIs) to ensure projects meet business needs and goals, fostering confidence in the programs</li><li>Contribute to improving ePMO processes and tools</li></ul>Stakeholder Management<ul><li>Collaborate with business stakeholders to design and manage task structures that balance competing priorities across multiple teams</li><li>Act as a trusted advisor to business leaders regarding project delivery</li><li>Build strong partnerships with key stakeholders and business owners across various distributed business units</li><li>Maintain collaborative relationships with Technology and Data teams across architecture, engineering, and product groups</li><li>Manage relationships with external partners and vendors, ensuring they deliver high-quality service</li><li>Demonstrate expert communication skills to translate technical concepts into clear business outcomes</li></ul>Project Delivery<ul><li>Lead the development of business cases, user requirements, and project charters</li><li>Follow ePMO project controls, frameworks, and phase-gate deliverables throughout the project lifecycle</li><li>Design and manage processes to prioritize projects, plan releases, and allocate resources across a portfolio of projects and cross-functional teams</li><li>Develop and manage dependency plans for deliveries from external teams</li><li>Establish and oversee processes for testing, release management, change control, and hand-off to steady-state product teams</li><li>Ensure effective communication with stakeholders, project teams, business leaders, and IT management</li><li>Collaborate with project and stakeholder resources to plan and execute technical deployments and user go-live events</li></ul>

IT Project Manager In this role, you will be responsible for managing intricate IT programs, coaching team members in Agile processes, and ensuring the successful execution of projects. Responsibilities:• Manage and oversee complex IT programs, ensuring they align with business case and project plans• Utilize Agile methodologies and tools to improve project outcomes and efficiencies• Monitor project key performance indicators (KPIs) and provide status updates• Adjust project scope, timing, and budgets as necessary to meet business needs• Uphold Scrum values and practices, ensuring they are correctly implemented throughout the project process• Effectively communicate with IT and business leadership to convey program strategy and changes• Deliver all projects within the IT portfolio timely, within budget, and in alignment with strategic and business requirements• Identify and track key project milestones, making recommendations for adjustments as needed• Collaborate with senior business leadership to identify and prioritize opportunities for IT utilization to achieve enterprise goals• Oversee specific new technical service engineering programs to meet broad service/product objectives• Establish project milestones and monitor adherence to plans and schedules, identifying potential risks and implementing mitigation strategies• Coordinate efforts across multiple engineering/development teams as necessary• Act as a liaison between deployment and engineering teams to ensure that requirements and design considerations are incorporated, enhancing the deployment and sustainability of software and services.

Help Desk Ticket Analyst We are offering an exciting opportunity for a Help Desk Ticket Analyst in West Conshohocken, Pennsylvania. As a Help Desk Ticket Analyst, you will play an instrumental role in maintaining the smooth operation of our help desk, managing ticketing system, and collaborating with various departments to resolve technical issues and implement solutions. Responsibilities: • Efficient coordination with first and third level support teams to ensure communication and compliance with Service Level Agreements (SLAs) • Management of help desk tickets, prioritizing them for timely resolution and ensuring customer satisfaction • Identification of recurring trends and escalating these back to product owners to address the root cause rather than the symptom • Collaboration with various departments such as IT, Finance, Procurement, Marketing, etc., to ensure timely resolution of issues and appropriate ticket updates • Development and maintenance of efficient troubleshooting procedures and documentation for the help desk • Monitoring and analysis of help desk performance metrics like response time and ticket resolution rate • Regular interaction with business teams providing second level support to review performance, meet SLAs, and enhance end user satisfaction • Identification of training needs and provision of ongoing coaching for employees handling second level support • Ensuring compliance with company policies and procedures.

Procure to Pay Consultant Procure to Pay Consultant A client of ours is looking for a Procure-to-Pay (P2P) Consultant with expertise in process improvement for Accounts Payable (AP), strong familiarity with internal controls, and the ability to design, evaluate, and enhance Key Performance Indicators (KPIs) while conducting root cause analysis to identify process inefficiencies. The ideal candidate will support our clients in achieving operational excellence by optimizing their P2P workflow, ensuring compliance, minimizing risks, and driving measurable improvements. Responsibilities of Procure to Pay Consultant Process Improvement in AP:<ul><li>Assess the current end-to-end AP process, including invoice processing, vendor setup, and payment approval workflows.</li><li>Identify inefficiencies, bottlenecks, and gaps in the P2P cycle and recommend actionable improvements to streamline processes.</li><li>Implement best practices in invoice handling, payment processing, and vendor management.</li><li>Document updated processes and provided training for impacted staff.</li></ul>Internal Controls:<ul><li>Evaluate existing internal controls within the AP framework to ensure compliance with company policies and regulatory requirements.</li><li>Recommend control enhancements to mitigate risks of fraud, data entry errors, and unauthorized payments.</li><li>Support implementation of audit-ready processes, ensuring proper segregation of duties and accurate reconciliation.</li></ul>KPI Development and Reporting:<ul><li>Design and establish meaningful and measurable KPIs for the AP process, such as invoice processing time, invoice approval rates, payment accuracy, and early payment discounts captured.</li><li>Create dashboards and reporting tools to track and communicate P2P performance to key stakeholders.</li><li>Use data analysis tools to monitor trends and identify areas for further improvement.</li></ul>Root Cause Analysis:<ul><li>Conduct in-depth root cause analysis to investigate recurring issues, such as duplicate payments, missed due dates, vendor disputes, or compliance violations.</li><li>Collaborate with cross-functional teams to address contributing factors and implement sustainable corrective actions.</li><li>Develop a lessons-learned approach to proactively avoid similar issues in the future.</li></ul>Stakeholder Engagement:<ul><li>Act as a trusted advisor to senior management and other stakeholders, providing recommendations and guidance for P2P transformation initiatives.</li><li>Partner with IT teams to assess and support system enhancements or automation opportunities, such as ERP optimization or AP automation tools.</li><li>Foster strong relationships with vendors and internal departments to ensure alignment and seamless communication.</li></ul>

Director of Applications Management We are offering an exciting opportunity for a Director of Applications Management in King of Prussia, Pennsylvania. This role involves executive leadership for all third-party software solutions and supervises their lifecycle from selection to decommissioning. The successful candidate will manage a team that is responsible for deployment, business analysis, software upgrades, maintenance, and user support. Responsibilities: • Lead the strategy, selection, and implementation of applications. • Oversee the application support team including hiring, training, and performance evaluation. • Collaboratively work with vendors and stakeholders to enhance system functionality. • Manage the troubleshooting, performance monitoring, and optimization of software applications. • Uphold compliance with security policies, business continuity, and IT best practices. • Responsible for the development and management of departmental budgets. • Oversee the enhancement and maintenance of IT infrastructure to align with business goals. • Utilize Cloud Technologies, CRM, ERP - Enterprise Resource Planning, and ERP Solutions to manage applications. • Handle Contracts, Deployments, and Proposals - RFPs with proficiency. • Utilize skills in Application performance management and Manage Vendor Relationships. • Engage in Joint Ventures as per the business requirements.

Real Estate Staff Accountant Capital management firm seeks a Real Estate Staff Accountant who can handle investment/property accounting transactions while performing other duties as assigned. As the Real Estate Staff Accountant, you will manage all accounting transactions, assist with the general ledger, process tenant invoicing, prepare wire transfers, perform accounting analysis, assist with the year-end financial audit process, prepare balance sheet reconciliations, review and maintain tenant documentation, and monitor AR. The ideal candidate for this role should have strong knowledge of generally accepted accounting principles, experience with real estate accounting software, and advanced financial analysis skills. This position is 100% onsite What you get to do daily<ul><li>Arrange monthly balance sheet and income statement analyses for management reporting</li><li>Assist in the implementation, maintenance and adherence to internal controls</li><li>Prepare financial statements and reporting packages</li><li>Prepare fund transfers/funding requests</li><li>Analyze and coordinating a variety of financial data and reporting it in a clear, useful manner</li><li>Prepare complex journal entries and account reconciliations</li><li>Ad-hoc analysis</li></ul>

Assistant Controller/Sr Accountant We are offering an exciting opportunity for an Assistant Controller/Sr Accountant in Wilmington, Delaware. The job function is in the industry of financial services, where you will play a critical role in overseeing and improving our financial processes and controls. In this role, you will be responsible for creating annual budgets, overseeing the month end close process, providing variance analysis, expense forecasting, financial reporting, auditing, ensuring compliance with GAAP and other regulatory requirements, facilitating training and development opportunities, tax planning, and overseeing the integration of acquisitions into accounting systems. The ideal Assistant Controller/Sr Accountant for this role must have knowledge of GAAP, current industry trends, and excellent auditing skills. Responsibilities:• Oversee the integration of acquisitions into our accounting systems.• Ensure compliance with GAAP and other regulatory requirements.• Facilitate training and development opportunities for the team.• Oversee the month-end close process to ensure timely and accurate financial reporting.• Create annual budgets and provide variance analysis to support financial decision-making.• Perform audits to verify the accuracy of our financial data and processes.• Maintain the general ledger and oversee accounting functions.• Forecast expenses to support budgeting and financial planning.• Implement process improvement initiatives to enhance efficiency and accuracy in our financial operations.• Stay informed about current industry trends and apply this knowledge to our financial practices.

Regional Controller Onsite Salary: $110,000 - $130,000/year A client of ours is currently hiring for Accounting Manager that will collaborate with strategic projects, process improvement and automation, in the mission to support experienced systems and processes, that supports growth and scalability, as a strong standalone Public Co. Key responsibilities will include the following: • Possess a thorough understanding of US GAAP/Non-GAAP compliance and other accounting regulations. Collaborate with the KPMG team to develop a consolidated Profit & Loss template. • Oversee and manage the general accounting functions, including, but not limited to: accounts payable, accounts receivable, general ledger, payroll, and taxes. • Execute financial closing tasks, including the preparation and review of journal entries, account reconciliations, and in-depth analyses. • Additionally, coordinate with the International Accounting team to manage and perform the monthly consolidation of financial statements. • Collaborate with the Sales team to review the commission process and provide support to the current commission manager. • Work closely with the Treasury team to forecast both short-term and long-term cash projections. Coordinate review and audit activities during quarterly and annual reviews to ensure timely, complete, and accurate responses to information requests. • Proactively support initiatives to implement operational accounting efficiencies through system and process improvements, and control enhancements. Understand internal controls and the implications of the Sarbanes-Oxley Act (SOX) when implementing changes.• Maintain close collaboration with the Finance team, including FP& A, Investor Relations, Tax & Treasury, and FinOps, to ensure alignment of accounting practices with both finance and business objectives. • Work with cross-functional teams to evaluate and optimize expenses, identify opportunities for cost reduction, and contribute to the development of cost-saving strategies.

Senior Accountant Growing Non-Profit located in the King of Prussia Area is looking to hire a full-time Senior Accountant with strong knowledge of state, federal and sales tax laws, experience closing the monthly/annual books, building budgets, forecasting, working with auditors, and completing AR/AP activities. As the Senior Accountant, you will also oversee the general ledger system, assist with preparing accruals, support tax compliance, complete bank reconciliations, draft financial reports, coordinate the month end/year end close, review bank reconciliations, prepare data for monthly journal entries, perform account reconciliations, assist with the annual audit process, maintain financial records, and perform financial analysis as needed. The successful candidate for this role will have sharp analytical skills, excellent time management abilities, and strong written and verbal communication skills. How you will make an impact<ul><li>Contribute to the development of accounting strategies by providing valuable accounting and financial information, analysis, and strategic recommendations.</li><li>Assist in the preparation of financial projections by coordinating budget/forecast preparation, collecting, analyzing, and consolidating financial information.</li><li>Support the organization's financial and mission objectives by providing insightful financial analyses and recommendations.</li><li>Forecast cash requirements and obligations to maintain sufficient funds, recommending investments as needed.</li><li>Process and post accounts receivable and accounts payable transactions.</li><li>Master the loan, investment, and financial reporting software system to ensure efficient use.</li><li>Prepare summary financial information for Board of Director meetings.</li></ul>

Technical Engineer -Oversees and directs the implementation of operational mechanical maintenance projects across the organization, ensuring they are completed on schedule and within or under budget for both current and new product launches. - Assists in specifying, evaluating, acquiring, installing, and qualifying equipment. - Manages tasks including updating, maintaining, and communicating project plans, progress reports, and status updates. Qualifications - Bachelor’s degree in Mechanical Engineering, Mechanical Engineering Technology, or Electro-Mechanical Engineering is preferred. - Over 10 years of relevant experience in a manufacturing environment is preferred. - Lean Six Sigma Green Belt certification is preferred but not required at the time of permanent. - Proficient in AutoDesk 2D and 3D CAD software and Microsoft Project at an intermediate to advanced level. - Applies differential and integral calculus to analyze the static and dynamic performance of electro-mechanical systems.

Technical Program Manager IV We are in search of a Technical Program Manager IV to join our team in WEST CHESTER, Pennsylvania. This role presents a long-term contract employment opportunity in the IT industry. As a Technical Program Manager, you will be entrusted with the management of complex IT programs, ensuring the timely and budget-friendly delivery of all projects within the IT portfolio while meeting strategic and business requirements. Responsibilities: • Oversee the development of program strategies and support the creation of business cases and high-level project plans.• Manage multiple IT programs, adjusting their scope, timing, and budgets based on business needs.• Maintain open communication with IT leadership, business leadership, and IT Business Consultants to convey program strategies, directions, and changes.• Ensure the successful delivery of all projects within the IT project portfolio, adhering to set timelines and budget constraints.• Track key project milestones and recommend adjustments to Project Managers as necessary.• Collaborate with senior leadership of the business community to identify and prioritize opportunities for utilizing IT to achieve enterprise goals.• Utilize extensive knowledge and expertise in the use of Project Management methodologies and tools.• Manage project plans and ensure the integration of individual projects. • Maintain a thorough understanding of business requirements and ensure they are met throughout project execution. • Handle project planning and manage project portfolio efficiently.

Director of Finance We are seeking a Director of Finance to join our client's team in the Horsham, Pennsylvania area. In this role, you will manage the accounting functions and processes, provide leadership to the finance team, and collaborate closely with other departments to enhance financial performance and support business initiatives. Responsibilities: • Manage and refine all accounting functions and processes, including general ledger reconciliations and journal entry processing.• Provide strategic direction and leadership to the finance team, fostering a culture of continuous improvement and detail-oriented growth.• Lead and manage the monthly and annual budgeting process, including financial forecasting, variance analysis, and performance metrics.• Prepare accurate and timely financial statements, reports, and analyses to inform management decisions and stakeholders.• Analyze production costs, identify areas for cost reduction, and implement strategies to enhance profitability and operational efficiency.• Identify financial risks and develop strategies to mitigate them, ensuring compliance with all financial regulations and standards.• Manage capital investment planning, including the evaluation of potential projects, return on investment analyses, and capital allocation.• Manage cash flow forecasting and working capital to ensure liquidity and operational stability.• Mentor and develop finance team members, fostering a culture of continuous improvement and detail-oriented growth.• Collaborate with other executives and departments, such as operations, and business development to enhance financial performance and support business initiatives.

Security Manager We are inviting applications for the role of Security Manager, based in New Holland, Pennsylvania. As a Security Manager, you will be expected to oversee and regulate the information security strategy, operations, and compliance within the region. Collaborating with regional IT teams, business units, and the Global Information Security team, your focus will be on safeguarding the organization's information assets and ensuring compliance with applicable regulations and standards. Responsibilities • Collaborate with various IT teams and business units to integrate security measures into business processes. • Develop and implement a regional information security strategy that aligns with the global strategy. • Conduct regular security assessments, vulnerability scans, and penetration tests to identify potential risks. • Monitor security incidents and coordinate response activities to handle them effectively. • Develop and maintain regional security policies, procedures, and guidelines to ensure adherence to relevant regulations and standards. • Lead the regional incident response team and coordinate with the global team for effective incident management. • Oversee the implementation and maintenance of security technologies and tools to enhance the organization's security posture. • Communicate security risks, incidents, and compliance status to senior management and stakeholders. • Conduct security awareness training and education programs for employees to foster a secure work environment. • Assist in internal and external audit missions for IT Security, and conduct website audits as part of control measures. • Serve as the local point of contact for the industrial cybersecurity representatives of each plant to boost their confidence.

Product Manager We are in search of a Product Manager to join our team in the Waste, Refuse & Environmental Waste Management industry. This role is based in KING OF PRUSSIA, Pennsylvania. The position offers a long term contract employment opportunity where the incumbent will be involved in Android Development, Artificial Intelligence (AI), Atlassian Jira, Bug Tracking, and Cloud Technologies. Responsibilities: • Leading the development and execution of product strategies and roadmaps • Utilizing Artificial Intelligence (AI) techniques to drive product innovation and improvements • Managing product backlogs and grooming, ensuring tasks are clear and ready for development • Utilizing Atlassian Jira for project management and bug tracking • Collaborating with teams to implement cloud technologies for product enhancement • Applying agile scrum methodologies in the product development process • Overseeing AB Testing processes to ensure product effectiveness • Ensuring effective communication across all levels of the project team • Leveraging strong Android Development skills to drive product growth and user engagement • Monitoring and reporting on product performance using data analysis tools such as 'About Time'

Support Lead We are offering an exciting opportunity for a Support Lead in the Paper/Packaging industry, located in FORT WASHINGTON, Pennsylvania, United States. The role involves working closely with internal teams and customer stakeholders, troubleshooting and resolving technical issues, and fostering a spirit of mentorship within the team. Responsibilities: • Proactively handle and resolve complex technical issues with efficiency. • Serve as the main support lead and point of contact for a significant strategic customer, ensuring high levels of support and satisfaction. • Collaborate with the project team to facilitate the customer’s ERP rollout, striving for a smooth transition and proactive issue resolution. • Work together with engineering, product management, and network services to escalate and solve technical issues. • Advocate internally for the customer’s needs, representing the Voice of the Customer (VoC) to encourage product enhancements and support improvements. • Identify trends in customer issues and suggest process improvements to mitigate recurring issues. • Contribute to the development of support playbooks and processes to boost case management efficiency and ensure adherence to best practices in Salesforce Service Cloud (Amtech Engage). • Mentor and guide other support analysts to enhance the team’s ability to meet the customer’s needs. • Employ SQL queries, system configurations, and troubleshooting techniques to resolve technical issues. • Provide structured feedback to leadership regarding customer challenges, opportunities for improvement, and support team performance.