Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence. The Consultant may specialize in a particular discipline and continues to develop a platform of technical expertise, acts as a Subject Matter Expert.
In addition, the Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation. The Consultant acts as a primary technical owner on the assigned accounts. This role requires strong hands-on proven working experience on various SIEM technologies. This should include Deploying, managing, customizing, and optimizing a SIEM solution.

• Services Delivery – 50% job weight
• Manages complex technical questions and ticket escalations and monitors system performance.
• SIEM deployments, customization, tuning and optimization of SIEM solution.
• Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
• Recommends process improvements to drive efficiencies, reduction of the average time to trouble-shoot, and reducing false-positive alerts.
• Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies.
• Embodies Trusted Advisor techniques to builds client’s trust and influence loyalty.
• Confidently runs Great Meetings, differentiating services per MSS positioning.
• Accountable for the delivery of quarterly, monthly meetings and tuning calls with assigned accounts
• Handle technical account management responsibilities for assigned accounts.
• Helps improve the business, proactively engages when service is inconsistent, or risk is identified.
• Mentors team with technical advice / support
• Identifies and manages out of scope requirements and facilitate the resolution.
• Services Improvement and Enhancement - 35% job weight.
• Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
• Accountable for executing on identified recommendations to improve client’s security posture.
• Develops reports and presentations and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
• Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues, and problem service tickets, reducing false-positives.
• Develops best practices, strategies, methodologies, business process documentation and templates suitable for use by other Consultants, Specialists and Analysts
• Contribute to the development of service definition and content packs.
• Makes recommendations to improve workflows and drive automation, creating efficiencies.
• Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles.
• Conduct technical, procedural, and incident handling knowledge transfer sessions.
• Carry out research on supported technologies and develop actionable threat advisory documentation.
• Identifies out of scope requirements and bring to manager’s attention.
• Professional Development - 15% job weight
• Participate notably in assigned self-paced trainings.
• Develops Self-paced technical training content on supported technologies and processes
• Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager