• Handle escalated customer issues that Level 1 agents couldn't resolve. • Provide in-depth troubleshooting and solutions for complex problems. • Offer technical assistance for products or services, addressing more advanced user concerns. • Collaborate with the technical or development teams to resolve intricate technical issues. • Develop a deep understanding of the company's products or services. • Stay updated on new features, updates, and changes to provide accurate information. • Contribute to knowledge base articles for common issues and solutions. • Share insights and information with Level 1 agents to enhance overall team knowledge. • Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference. • Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention. • Educate customers on how to use products or services effectively. • Guide best practices to optimize customer experience. • Assist in training new agents, sharing expertise, and providing mentorship. • Support ongoing professional development within the team. • Generate reports on common issues, resolutions, and customer feedback for management review. • Contribute to regular performance reports for the customer care department. • Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively. • With low frequency, it will be required to act as a Level 1 Agent.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description iWorks is seeking a proactive and user-focused Application Solutions Specialist to serve as the primary liaison between business users, stakeholders, and technical teams within a federal government environment. This role ensures enterprise applications align with evolving user needs, facilitates system demonstrations, manages change requests, and drives continuous improvement through structured documentation and reporting. - Serve as the primary point of contact (POC) for application-related needs, inquiries, and enhancement requests - Conduct system demonstrations, walkthroughs, and training sessions for users and stakeholders - Translate user stories and end-user perspectives into actionable requirements and documented insights - Act as a subject matter expert (SME) on application functionality, workflows, and system capabilities - Ensure alignment between enterprise application capabilities and evolving business requirements - Manage and track change requests and user tickets through ServiceNow - Utilize Jira for backlog management, project tracking, and cross-functional coordination - Pull, analyze, and monitor operational reports to support both tactical and strategic decision-making - Develop and maintain clear documentation including process guides, user manuals, knowledge articles, and system updates - Partner closely with technical teams to ensure timely resolution of issues and successful deployment of enhancements - Support compliance requirements within federal and Department of Defense environments Qualifications - Bachelor's degree in Information Systems, Business, Computer Science, or related field (or equivalent professional experience) - Hands-on experience working with ServiceNow for change management, ticketing, and workflow tracking - Proficiency in Jira for tracking development efforts, enhancements, and operational initiatives - Strong understanding of user stories, requirements gathering, and end-user experience principles - Experience supporting federal government customers, ideally within vetting or compliance-driven environments - Familiarity with fingerprinting processes and fingerprint capture systems within the Department of Defense (DoD) environment - Excellent verbal and written communication skills with the ability to translate technical concepts into clear, user-friendly language - Experience conducting system demonstrations, stakeholder briefings, or training sessions - Strong organizational, analytical, and reporting capabilities - Ability to manage multiple priorities in a fast-paced, mission-driven environment Requirements - Top Secret security clearance fully adjudicated Preferred Qualifications - Experience serving as an Application Analyst or Systems Analyst - Familiarity with Agile or Scrum methodologies - Experience supporting DoD or other federal compliance-regulated environments - Knowledge of security clearance processes, personnel vetting systems, or biometric solutions Benefits - Exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability) - 401(k) - Health and Wellness Benefits - Paid Sick Time, Vacation Time, and Holiday Time - Eligibility for bonuses throughout the year as part of our incentive program for innovation and business development - Consideration for an annual raise, commensurate with performance and company commitment

Company Description Because at EASYVISTA, we pay particular attention to the well-being of all our employees, we have obtained the Great Place To Work® 2022-2023 certification. Would you like to join a fast-growing French software company that places the professional development and success of its employees at the heart of its strategy? As a leader in the ITSM market, EasyVista has recently acquired 3 technology companies dedicated to ITOM, which strengthens and completes our software offering. Our objective is to develop globally and double our turnover over the next five years. To achieve this, we are investing in our people. People are at the heart of our business ethos, enabling our employees to develop within expert/multidisciplinary teams. If you are looking for challenges and a collaborative culture, then join us! Job Description We always are looking for new talents in sales, consulting, customer success management... So, don't hesitate to send us your application ! Additional Information All of your information will remain confidential under the Equal Employment Opportunity Guidelines.

• 为安捷伦LCMS相关产品提供售前技术支持及样品分析服务 • 基于安捷伦LCMS相关产品,为满足客户需求和期望,开发应用方法和解决方案 • 深耕负责行业的复杂样品分析,如食品、制药、材料、科研等行业 • 理解客户面临的挑战,提供合适的解决方案,提升客户满意度 • 为销售团队提供技术支持,包括培训、解答技术和应用方面的问题等 • 在研讨会、讲座和会议中进行技术分享。