Onsite Go-Live Support Specialist

EK Associates; Los Angeles (CA); Presencial; USD 90.000 - 110.000; Jornada completa

Descripción de la vacante

E.K. Associates in Los Angeles is seeking experienced Over-The-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment.

You will handle Tier 1 and 2 support, log incidents, and assist users at their workstations during Go-Live and stabilization phases, helping users navigate workflows and complete day-to-day tasks with real-time troubleshooting.

Formación

• 4–6 years supporting enterprise applications.
• In-person support during large system go-lives.
• Strong business workflow understanding to guide users.
• Excellent communication across varying technical levels.
• Experience with Cherwell or ServiceNow ticketing.

Responsabilidades

• Provide in-person, over-the-shoulder support to end users during system usage.
• Assist users with system navigation and workflow execution.
• Assist users with data entry, record updates, and document management.
• Assist users with completing day-to-day operational tasks within the system.
• Troubleshoot user issues and resolve common application errors in real time.
• Reinforce proper system usage, business processes, and training concepts.
• Identify recurring user challenges and communicate trends to the service desk and implementation team.
• Escalate complex or unresolved issues to Tier-3 support teams as appropriate.
• Partner closely with Super Users
• Partner closely with Service Desk Analysts
• Partner closely with Implementation and Training teams
• Support high-volume user needs during Go-Live and early adoption phases
• Provide feedback to improve training materials, job aids, and user guidance resources
• Enter all incidents in the ticketing system

Conocimientos

In-person support

Enterprise apps

Go-Live support

Ticketing systems

Communication skills

Team collaboration

Herramientas

Cherwell

ServiceNow

Descripción del empleo

E.K. Associates in Los Angeles is seeking experienced Over-The-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment.

You will handle Tier 1 and 2 support, log incidents, and assist users at their workstations during Go-Live and stabilization phases, helping users navigate workflows and complete day-to-day tasks with real-time troubleshooting.