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Documentum Support Specialist
Ref No.: 18-02201
Location: Washington, District of Columbia
JOB DESCRIPTION:
Roles & Responsibilities:
The Business Solutions Specialist will be primarily responsible for providing tier 2 end-user customer support and relationship management for a Document Management application based on Documentum. The Business Solutions Associate will contribute and provide support to projects related to DOCUMENTUM, as well as activities related to other core enterprise platforms and applications.

Essential Job Functions:
Respond to Tier I support requests via multiple sources such as Remedy tickets, phone and email
• Document incident/problem status and resolution in tracking log
• Communicate updates on issues in a timely manner to ensure client satisfaction and productivity
• Provide on-the-spot training to clients
• Coordinate with WBDocs Technical Team to ensure that reported issues are being addressed
• Analyze metrics to ensure customer satisfaction
• Adhere to quality standards and procedures
• Understand the relationship between cataloguing and search results
• Establish liaison relationships with business in order to provide information and technical solutions to meet user needs
• Provide ad hoc support for other tasks, including taking minutes of meetings, keeping a table of bugs/enhancements current, etc.
• Work on multiple projects as a project team member for the document and content management systems
• Provide input during short-term project planning efforts with team members, which may include participating in short-term planning sessions with clients, documenting the discussions and agreements
• Participate in meeting with clients to gather business requirements
• Analyze and document requirements for solutions to issues
• Test, report issues, and document systems/solutions to ensure requirements are met
• Validate test results and provide feedback on test results
• Investigate, resolve, and escalate problems

Required Skills:
• Ability to conduct research and analysis on difficult but well defined tasks
• Ability to articulate issues and recommend solutions
• Advanced MS Office and Excel skills
• Strong verbal and written communication skills

Educational Qualifications and Experience:
• Education: Bachelor's degree in Computer Science, Information Systems, or Business Administration
• Role Specific Experience: 2+ years of relevant experience