Job Description

Description The Onboarding Support Specialist will be responsible for maintaining the infrastructure and processes for setting up and configuring new clients into the application, this includes tasks during the provisioning and post provision phases. The Onboarding Support Specialist will also provide resolution of system/application failures and coordination of internal resources for applying fixes to recurring incidents and issues related to the configuration of clients. The Onboarding Support Specialist will also coordinate with other teams the proper selection of resources for new setups, helping in the analysis of the information provided making sure the new client has all the required infrastructure to function properly without disrupting existing clients. The Onboarding Support Specialist works along with the Application Support group and as such will provide customer focused service providing the first line of support for onboarding requests from internal customers. This person will manage requests and facilitate resolution to service requests related to additional features or hardware for existing clients. The Onboarding Support Specialist is responsible for managing migrations of clients from other platforms and within datacenters and coordinate with other teams as needed. Responsibilities 1. To be the expert in the process and architecture for client onboarding. 2. Act as escalation point to internal customers and groups. 3. Coordinate with inshore and regional offices the setups and requisites for new client configurations. 4. Coordinate with account teams the migration of existing clients, making sure that the down time and impact is minimal as possible without disrupting the client. 5. Tracks the resolution of any provisioning and post-provisioning related problems. 6. Coordinates the need of hardware and resources with appropriate individuals/groups for onboarding. 7. Notify and keep track of the resources with the appropriate individuals/groups for onboarding. 8. Ensures effective communication to internal customers during the provisioning and post-provisioning process. Knowledge, Experience & Qualifications 1. Degree of college education in a technical career or BA/BS in technical discipline. 2. 3 years’ experience in operations support in a high-availability environment. 3. 2-3 years’ experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, Systems administrators, etc. 4. 2 years’ experience of Linux/Unix production environments, networking and security concepts. 5. 2 years’ experience working with relational Databases (Oracle, MS SQL). 6. 2 years’ experience working on Windows based environment. 7. Ability to perform well in fast-paced, high-pressure environment. 8. Outstanding communication skills in English, both verbal and written and strong customer focus. 9. Experience with operations tools including ticket systems and monitoring systems and strong understanding of SLA’s and project management. 10. Working knowledge of DNS. 11. Desirable experience with ITIL/ITIL Foundation, certificate preferred

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