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.

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We are also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.

Job Summary

The Sr. Consultant performs ongoing client support for highly complex technical performance issues and ensures adherence to service level agreements and customer service excellence. Recommends process enhancements and drives efficiency by reducing average troubleshooting time, repetitive issues and problem service tickets. The Sr. Consultant has specialized in at least one of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and brings an established repository of technical expertise to act as a Subject Matter Expert. The Sr. Consultant leads process improvements, creates efficiencies and opportunities for improved workflow and automation. In addition, the Sr. Consultant is required to build and manage client relationships as a Trusted Partner, making meaningful contributions to expand the relationship and build loyalty.

What you will do:

• Services Delivery – 50% job weight
  • Manages complex technical questions and ticket escalations and monitors system performance
  • 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 principles, including building trust and influencing loyalty with the client and internal coworkers.
  • 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
  • Builds and manages client relationship as a Trusted Partner
• Services Improvement and Enhancement - 40% 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 to improve the business and align with financial targets
  • Develops new service definition and support the launch of new service offerings
  • Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
  • Identifies and develops business process documentation 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
• Professional Development - 10% job weight
  • Develops Self-paced training content on supported technologies and processes
  • Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences
  • Begins to establish thought leadership in the industry

What we expect of you:

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives to improve and transform the business, OR
• 11 years total of Information Technology experience to include 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives to improve and transform the business
• At least two technical advanced or expert level certifications in Managed Security Services disciplines, included but not limited to:
  • Check Point: CCSE: Cisco; CCNP Security, CyberOps Professional, CCIE Security; Palo Alto PCNSE, Cortex XDR-PMXdC; IBM QRadar Security: Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, CrowdStrike Falcon: CCCS, CCFR, CCFH, CCFA, CCIS; Exabeam: Advanced or Principal Implementation Engineer, Tenable VM Expert or similar technology certifications
• The position is part of a 7-day per week, 24-hour per day managed services operations. Must be available to work outside of the regular business hours which may include weekends and holidays.
• Excellent prioritization / and time management skills, including the ability to manage their time without supervision to focus on priorities and handle multiple tasks simultaneously.
• Experience designing, implementing, and supporting IT infrastructure and Information Systems Design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio
• Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
• Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
• Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting
• Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
• Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
• Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives
• Clear, concise, and engaging communication and presentation skills in various settings.
• Collaborative problem-solving approach and mentorship ability.
• Proven ability to proactively step into team leadership roles and empower others to increase contribution and level of responsibility
• Consistently achieves high levels of customer satisfaction.
• Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.

Pay range: $133,000, depending on experience and skill set
Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview: https://careers.cdw.ca/pages/benefits
Salary ranges may be subject to geographic differentials

About us  

We make technology work so people can do great things.

CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations across the globe. 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 your long-term, full-stack, full-lifecycle technology partner. We have the experience, expertise, scale, relationships and deep industry knowledge to bring just about any vision to life. Together, we can deliver the full promise of what technology can do. Together, we Make Amazing Happen.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We make technology work so people can do great things. 

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.