Hyderabad
INR 11.0 - 15.0 Lacs P.A.
Work from Office
Full Time
Job Overview Are you a detail-oriented technology project enthusiast? iCIMS is seeking an IT Governance Specialist to join our Corporate Technology (CT) Governance team. In this position, you will have the opportunity to work with various business teams within iCIMS to define and manage IT projects from definition to launch. You will also make an impact to the organization by providing efficiencies impacting the bottom line by monitoring and managing the allocation and use of corporate system licenses. Lastly, you can apply your technical skills by creating trend reports that enable data driven decision making. If this sounds like an exciting opportunity, apply directly below! About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We re passionate about helping companies build a diverse, winning workforce and about building our home team. Were dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. Responsibilities Work with the various business teams within iCIMS to define and project manage implementation and upgrades of various business systems Team effectively across organizations to coordinate project activities and report on project status to leadership Optimize corporate system license management including: Monthly review of each application, validating and releasing unused licenses. Execution of license onboarding/offboarding (possibly automating parts of it with Okta, Productiv or Axonius) Produce report for quarterly application usage by location for tax purposes Support accounting allocation by producing a quarterly allocation report Create trend reports and usage-based data management reports (#apps, #users, %usage across systems, cost over time) Handle sensitive and/or confidential material and information with suitable discretion. Qualifications Excellent communications, interpersonal and written skills. Articulates thoughts and ideas clearly, and concisely Project Management skills Ability to consolidate and organize data into Dashboards and status reports easily digestible by managers Team player and positive attitude. Proficiency in Microsoft tools including Excel, and PowerPoint Ability to work effectively within a fast paced, changing environment. Ability to multi-task A self-starter with the demonstrated ability to take initiative. BA/BS/BE in related field highly preferred or relevant equivalent work experience. Preferred BA/BS in related field highly preferred or relevant equivalent work experience EEO Statement iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
Hyderabad
INR 3.0 - 6.0 Lacs P.A.
Work from Office
Full Time
Job Overview iCIMS User Technician plays a key role in ensuring the iCIMS employees have the tools and technology needed to make an impact on a global scale. In this role, you will be provided with leading tools and technology to help you support our team members. You will have an opportunity to lead multiple technology projects and programs, collaborate with a dynamic international team and have a path for future growth as you build your technical expertise! If you are user focused, we want to talk to you today. About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We re passionate about helping companies build a diverse, winning workforce and about building our home team. Were dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. Responsibilities Provide high-quality technical support to remote and local employees to resolve all problems and emergencies related to laptops and the phone system to ensure continuity of service so that end users can accomplish business tasks. Screens, diagnose internal inquiries and work requests as they relate to maintenance of iCIMS issues machines and related systems by documenting, tracking, and resolving via ticketing/incident management system in a timely and efficient manner. Install, upgrade, and configure network printing, directory structures, user access, security, software, and file services. Provision user profiles, user environments, directories, access rights and security. Provide computer, phone, and other application/system documentation and training to employees. Maintain asset inventory ensuring equipment is maintained and available based on user/business needs. Assist with installation and configuration of hardware, software, etc. Assist with Administer phone system infrastructure. Participate in rotational on-call requirement as well as occasional off-hours work depending on business needs. Consistently ensures that business is always conducted with integrity and that behavior aligns with iCIMS policies, procedures, and values. Provide support on-site a minimum of three (3) days a week with flexibility to be on-site additional days/times as needed. Qualifications 1-2 years experience required in End User Support and System Support. Proficiency with Windows and/or MacOS machines and operating systems. Familiarity with Office365 Administration, Microsoft Active Directory, etc. Ability to simplify complex technical information for an end user. Ability to install, maintain and troubleshoot laptop hardware, software, and peripherals, after instruction. High proficiency with Microsoft Office (PowerPoint, Excel, Outlook). Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively. Preferred Experience (through internship or direct work experience) deploying, maintaining, and troubleshooting Windows and/or MacOS machines Prior experience with laptop hardware installation troubleshooting Experience with OS and other software installation troubleshooting EEO Statement iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. . Compensation and Benefits Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https: / / careers.icims.com / benefits
Hyderabad
INR 5.0 - 9.0 Lacs P.A.
Work from Office
Full Time
Job Overview The Senior, Talent Systems Operations will manage the daily operations of iCIMS Talent IT systems ensuring they are fully optimized and deliver efficiency and scalability for our global workforce. This individual will be accountable for system, reporting, and administration support and maintenance of our HR Cloud application landscape including our HRIS, Freshservice and our proprietary iCIMS Talent Cloud technology. Focused on simplification, employee experience, globalization, and workflow automation, this role will help drive efficiency and scale for Talent across our workforce. The Senior, Talent Systems Operations will report to the HRSD Manager. About Us iCIMS is a leading provider of cloud-based talent acquisition solutions that empower organizations to attract, engage, and hire top talent. With a strong commitment to innovation and a people-first approach, we are expanding our India center to drive strategic initiatives and global excellence out of our Hyderabad office Responsibilities Partner with IT and other internal stakeholders to develop, test, validate, and implement new modules and technology as per the business requirement Requirements gathering from the business stakeholders to clarify requirements and achieve a consensus on the organization s needs and priorities. Manage configuration, functionality, workflow automation, integration and operations of Talent applications, modules, and systems, ensuring they are fully optimized and return full value to the organization Overall daily administration of all Talent systems including troubleshooting, testing, opening tickets with vendor support as needed, and working to resolve any system issues efficiently Lead all technical components related to core talent programs such as advanced compensation, learning, payroll, performance management, succession, talent reviews, and talent mobility Assess current Talent systems and utilization to identify and recommend training, customization, and enhancements to maximize value and efficiency of the various HRIS business applications Act as the Primary Talent System Administrator and provide end user support to ensure adoption and ease of use Evaluate Talent processes and make recommendations for improvements and automation via the use of technology; oversee the specifications, development, and implementation of new or redesigned systems, reports, and procedures to ensure efficient business processes Ensure quality, timeliness and proper use of Talent information retrieved from systems, managing requests across the talent lifecycle and lead issue tracking and resolution for all Talent Cloud business application systems Partner in conjunction with our IT and Corporate Technology Security (CTS) team on projects for Talent systems applications including change management, testing, implementation, and improvements including gathering requirements, system configurations, and regression testing to ensure the business requirements are met Ensure acquired companies are properly integrated into talent systems and processes as appropriate Work with all internal teams within Talent to prioritize technical HR system initiatives and work with CTS to determine timelines for completion based on the requirements and implementation lift Manage day-to-day operational maintenance of HR systems; work to troubleshoot HR systems issues and partner with the HR team to design, test and implement resolutions; monitor business process workflow Own HR reporting and data analytics, ensuring clean, reportable data and developing custom reporting and dashboards for the executive team and broader organization Build manager and employee self-service capabilities for on-demand access, optimizing our Freshservice support ticket process Support, drive, and give recommendations around continuous improvement to align with HR business process using technology and automation Comply with the system governance process put in place to ensure changes are vetted and aligned with the overall system roadmap Prepare and maintain materials, guides, and process documentation Provides project coordination and support for the HR team on any projects as needed by the team for these systems Maintain knowledge of external trends and developments in HR best practices Consistently ensure that business is always conducted with integrity and compliance Qualifications Minimum of 4-8 years of related experience in Talent Systems. Bachelor s degree in HR, IT or Business-related field Workday knowledge is mandatory Workday certification in HCM, Reporting Analytics, and Payroll is preferred Knowledgeable of HR business processes and technology, as well as in determining and communicating best practices in entering and maintaining systems data HRIS experience, Cornerstone, ServiceNow preferred; Previous experience as an iCIMS ATS system administrator a plus Experience with HCM systems functionality including HCM, payroll, benefits, time tracking, absence management, onboarding/offboarding, contractor management, performance management, and succession planning Experience supporting large-scale HR technical applications with strong technical and functional knowledge of HCM systems and integrations; ability to understand talent data and workflows Change management and third-party relationship management experience Ability to communicate technical details to end users and recommend to IT system functionality that best meets the needs of end users; can interpret technical terms into business terms and vice versa Excellent listening, written and verbal communication skills Proficient in Microsoft Office products (Excel, Word, PowerPoint, etc.) Lead through influence and ambiguity with a pragmatic balanced approach Outstanding prioritization skills with the demonstrated ability to understand complex business issues and develop HR initiatives/actions to support these broad business strategies Ability to work in a diverse, fast-paced, confidential environment and exceptional attention to detail Demonstrated track record as a strong collaborator who seeks to understand cross-functional viewpoints and individual business unit goals Strong business acumen with the ability to provide input and insight into new ideas or ways of thinking, based on a foundation of credibility, trust, and partnership Strong understanding of Talent landscape and best practices around People Management and Leadership; Knowledgeable of HR business processes and technology Project management, change management, and third-party relationship management experience Self-disciplined; approaches work with consistency, reliability, and quality Excellent influence and collaboration: able to build rapport and trust with colleagues and demonstrate alignment with teams priorities Ability to work in a diverse, fast-paced, confidential environment and exceptional attention to detail Preferred Experience in Integrations. Experience in Advance compensaiton, Performance Management modules EEO Statement iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. . Compensation and Benefits Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https: / / careers.icims.com / benefits
Hyderabad
INR 5.0 - 10.0 Lacs P.A.
Work from Office
Full Time
Job Overview The Technical Program Manager is responsible for driving the successful execution of product initiatives by planning, organizing, and coordinating cross-functional teams throughout the Product Development Lifecycle (PDLC) and Software Development Life Cycle (SDLC). Reporting to the Director of Program Management, this role ensures alignment between strategy and execution, optimizes processes, and champions Agile methodologies to enhance collaboration and delivery efficiency. The ideal candidate has a strong background in program management, an understanding of product development processes, and experience with leveraging data-driven insights for continuous improvement. About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We re passionate about helping companies build a diverse, winning workforce and about building our home team. Were dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. Responsibilities Collaborate with Product Management, Engineering, and GTM stakeholders to align project execution with strategic goals. Own end-to-end delivery of high-priority initiatives from inception to launch, ensuring clarity across discovery, execution, and post-launch analysis phases. Champion Agile practices and drive continuous improvement initiatives across product development teams. Facilitate cross-functional collaboration, serving as the central point of coordination between teams to identify dependencies, mitigate risks, and optimize workflows. Support the Director of Program Management in implementing standardized processes and tools to improve program visibility and performance. Organize and lead project status meetings, sprint planning, retrospectives, and demos, ensuring consistent communication and alignment. Develop and maintain centralized program dashboards that visualize scope, milestones, risks, and progress across multiple workstreams to promote transparency and de-risk programs. Administer and maintain tools such as Jira to ensure alignment with team processes and accurate tracking of project metrics. Assist with release management processes, ensuring timely product delivery and alignment with go-to-market strategies. Identify and escalate risks and blockers, collaborating with leadership to develop mitigation plans. Execute dependency planning and tracking across product teams. Support the PDLC for strategic product initiatives. Contribute to the optimization of release management processes. Qualifications 3+ years of experience in program or project management, preferably within a product development environment. Proven experience with Agile methodologies (Scrum, Kanban, SAFe) and tools such as Jira. Strong understanding of the product development lifecycle and best practices for cross-functional collaboration. Excellent organizational and communication skills, with the ability to influence stakeholders and drive alignment. Experience with data-driven decision-making, using metrics to inform process improvements. Familiarity with AI-driven tools and methodologies is a plus. Proficiency in project management software and tools (e.g., Jira, Aha, Confluence, Microsoft Project, Excel). Education / Certifications / Licenses: Bachelor s degree in Business, Engineering, Information Technology, or a related field; Master s degree preferred. Scrum Master certification (preferred); PMI-ACP or equivalent (preferred). EEO Statement CIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you d like to request an accommodation due to a disability, please contact us at careers@icims.com. Compensation and Benefits Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https: / / careers.icims.com / benefits
Hyderabad
INR 20.0 - 25.0 Lacs P.A.
Work from Office
Full Time
The Sr Software Engineer will be part of a team of some of the best and brightest in the industry who are focused on full-cycle development of scalable web and responsive applications that touch our growing customer base every day As part of the Labs team, you will work collaboratively with agile team members to design new system functionality and to research and remedy complex issues as they arise, embodying a passion for continuous improvement and test-driven development About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent we're passionate about helping companies build a diverse, winning workforce and about building our home team we're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs Responsibilities Design, develop, and maintain scalable data pipelines and ETL processes Collaborate with software engineers, data scientists, and product managers to understand data requirements and provide tailored solutions Optimize and enhance the performance of our data infrastructure to support analytics and reporting Implement and maintain data governance and security best practices Troubleshoot and resolve data-related issues and ensure data quality and integrity Mentor and guide junior data engineers, fostering a culture of continuous learning and improvement Qualifications bachelors or masters degree in computer science, Engineering, or a related field 3+ years of experience in data engineering or a similar role Proficiency in SQL and experience with relational databases (eg, PostgreSQL, MySQL) Strong programming skills in Python Familiarity with cloud platforms (eg, AWS, GCP, Azure) and containerization (eg, Docker) Excellent problem-solving skills and attention to detail Strong communication and collaboration skills
Hyderabad
INR 25.0 - 30.0 Lacs P.A.
Work from Office
Full Time
Performance Testing and Engineering: Load testing tools (JMeter, Load Runner, etc), APM and Logging (Grafana, Sumo Logic, New Relic, etc), Cloud infrastructure and monitoring (AWS, CloudWatch, etc) Essential Job Functions Lead the performance testing program, collaborating closely with agile teams and architects to build and maintain framework(s) to benchmark application performance across all layers of the application stack Apply advanced performance testing methodologies and best practices Help setup production performance analysis framework and build-out strategies to load test the system Analyze test results, configure analysis graphs, and compile comprehensive performance test reports Diagnose root causes of performance issues and implement optimization solutions to enhance application performance Qualifications Qualifications Minimum of 10 years of experience in performance testing, preferably in a high-transaction SaaS environment, with proficiency in tools such as JMeter or Load Runner Expertise in handling HTTP/HTML, web services, and asynchronous calls Good-to-great understanding of memory and CPU utilization, throughput, latency, etc Experience with monitoring and analysis tools like New Relic, Grafana, Sumo Logic, and AppDynamics Experience with profiling and heap analysis tools Proficiency in at least one programming language Experience with databases including MS SQL Server and MySQL Familiarity with AWS a plus Self-motivated, able to learn and research issues independently with a keen eye to details Must be passionate about wanting to make the software performance better ie wont-quit- till-I-figure-out- the-root-cause mentality Good analytical and problem-solving skills combined with technical writing and communication skills Familiarity with Agile/SCRUM SDLC strongly preferred
Hyderabad
INR 15.0 - 20.0 Lacs P.A.
Work from Office
Full Time
Job Overview We are seeking a strategic and hands-on Manager of Business Intelligence (BI) and Data Governance to lead the development and execution of our enterprise-wide data strategy. This role will oversee data governance frameworks, manage modern BI platforms, and ensure the integrity, availability, and usability of business-critical data. Reporting into senior leadership, this role plays a pivotal part in shaping data-informed decision-making across functions including Finance, Revenue Operations, Product, and more. The ideal candidate is a technically proficient and people-oriented leader with a deep understanding of data governance, cloud data architecture, and SaaS KPIs. They will drive stakeholder engagement, enablement, and adoption of data tools and insights, with a focus on building scalable, trusted, and observable data systems. About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We re passionate about helping companies build a diverse, winning workforce and about building our home team. Were dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. Responsibilities Data Governance Leadership: Establish and maintain a comprehensive data governance framework that includes data quality standards, ownership models, data stewardship processes, and compliance alignment with regulations such as GDPR and SOC 2. Enterprise Data Architecture: Oversee data orchestration across Salesforce (SFDC), cloud-based data warehouses (e.g., Databricks, Snowflake, or equivalent), and internal systems. Cross collaborate with data engineering team for the development and optimization of ETL pipelines to ensure data reliability and performance at scale. Team Management & Enablement: Lead and mentor a team of BI analysts, and governance specialists. Foster a culture of collaboration, continuous learning, and stakeholder enablement to increase data adoption across the organization. BI Strategy & Tools Management: Own the BI toolset (with a strong emphasis on Tableau), and define standards for scalable dashboard design, self-service reporting, and analytics enablement. Evaluate and incorporate additional platforms (e.g., Power BI, Looker) as needed. Stakeholder Engagement & Strategic Alignment: Partner with leaders in Finance, RevOps, Product, and other departments to align reporting and data strategy with business objectives. Translate business needs into scalable reporting solutions and drive enterprise-wide adoption through clear communication and training. Data Quality & Observability: Implement data quality monitoring, lineage tracking, and observability tools to proactively detect issues and ensure data reliability and trustworthiness. Documentation & Transparency: Create and maintain robust documentation for data processes, pipeline architecture, code repositories (via GitHub), and business definitions to support transparency and auditability for technical and non-technical users. Executive-Level Reporting & Insight: Design and maintain strategic dashboards that surface key SaaS performance indicators to senior leadership and the board. Deliver actionable insights to support company-wide strategic decisions. Continuous Improvement & Innovation: Stay current with trends in data governance, BI technologies, and AI. Proactively recommend and implement enhancements to tools, processes, and governance maturity. Qualifications Data Governance Expertise: Proven experience implementing data governance frameworks, compliance standards, and ownership models across cross-functional teams. SQL Expertise: Advanced SQL skills with a strong background in ETL/data pipeline development across systems like Salesforce and enterprise data warehouses. BI Tools Mastery: Expertise in Tableau for developing reports and dashboards. Experience driving adoption of BI best practices across a diverse user base. Salesforce Data Proficiency: Deep understanding of SFDC data structure, reporting, and integration with downstream systems. Version Control & Documentation: Hands-on experience with GitHub and best practices in code versioning and documentation of data pipelines. Leadership & Stakeholder Communication: 3+ years of people management experience with a track record of team development and stakeholder engagement. Analytics Experience: 8+ years of experience in analytics roles, working with large datasets to derive insights and support executive-level decision-making. Programming Knowledge: Proficiency in Python for automation, data manipulation, and integration tasks. SaaS Environment Acumen: Deep understanding of SaaS metrics, business models, and executive reporting needs. Cross-functional Collaboration: Demonstrated success in partnering with teams like Finance, Product, and RevOps to meet enterprise reporting and insight goals. EEO Statement iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
Hyderabad
INR 50.0 - 55.0 Lacs P.A.
Work from Office
Full Time
Job Overview This role reports into the SVP, Customer Support with a dotted line functional reporting to the site leader & managing director, India. The Director of Technical Support drives and manages iCIMS world-wide customer support activities by adhering to world class standards and service levels. Core duties include leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the India team consisting of both full time and contract work force. About Us When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We re passionate about helping companies build a diverse, winning workforce and about building our home team. Were dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. Responsibilities Develop and grow a team of Technical Support Managers that oversee Support Engineers to deliver world class customer service Instill a Drive for Excellence throughout the team Measure the effectiveness of support: Refine operational metrics for team in partnership with the global team Create cadence for review within team & ensure management responsibilities are being fulfilled Expose subset of metrics to executive team, and company. Oversee support process flow and procedure compliance to ensure individual and team s efficient delivery of activities. Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities. Foster and facilitate the professional growth, engagement, and development of team members Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance Conduct quarterly reviews with iCIMS executive leadership Drive continuous improvement in processes through innovation and automation and cutting-edge technology Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality, speed, and productivity of the team. Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests. Ensure support ticket queues are prioritized and delivered to improve efficiency and client satisfaction. Partner with Engineering and Product Management to provide the voice of the customer, identify the types of issues that generate the most Support contact volume, and evolve the product to eliminate the highest support volume generators. Provide input and feedback, from a customer perspective to Product Management, on solution features, and functionality. Qualifications 15+ years of experience with at least 5+ year experience managing a Support team through Metrics and SLAs Proven expertise with SaaS solutions and Cloud technologies. Proven ability to provide guidance and coaching while empowering staff to perform their role Ability to manage influence through persuasion, negotiation, and consensus building. Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. Excellent verbal and written communication skills Excellent planning and organizational skills Excellent presentation skills and ability to motivate teams Expertise in MS Excel and PowerPoint Knowledge of HR / Recruitment Software domain is a plus EEO Statement iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
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