Senior Technical Support Consultant Cornerstone

Job description

This is a hybrid role. Upon agreement between you and your supervisor, you are entitled to a flexible arrangement where you will be able to split your time between working from the office and working remotely. Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on core values supporting our promise to improve the quality of life of every patient every day. These core values are: We Care. We Connect. We Commit. Position Summary The Technical Support Consultant Cornerstone on Demand delivers world-class Tier 3 support for our global CSOD platform providing validated and non validated learning for all our over 100.000 employees, external dialysis experts and clients. In addition to resolving critical and complex issues with Cornerstone products, this role is entrusted with proactively providing high-touch engagement, anticipating customer needs, and ensuring these strategic clients achieve maximum value. The Consultant demonstrates trustworthiness, collaboration, accountability, respect, and innovation across the Global CSOD Support team with internal and external members. Your responsibilities: Provide proactive, high-touch technical support to maintain and build integrations, identify data issues and discrepancies between source and target systems, solve technical issues and the further rollout of new features and functions. Manage and resolve complex and critical technical issues, identifying and mitigating underlying causes to improve quality and to prevent future incidents. Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations. Act as a dedicated point of contact for our stakeholders in HR and the businesses, developing deep knowledge of their environments, priorities, and use cases, and tailoring support accordingly. Lead and participate in audits, business requirements and gap analysis, collaborating on customer success initiatives, KPI tracking, and service optimization strategies. Research and replicate advanced configuration, compatibility, or product defect issues, documenting findings and driving resolution with limited oversight. Build, run and modify Cornerstone Edge reports as needed, for client needs, research and data transfers, from CSOD as well as on historical archived data from PeopleSoft and Netdimensions Support data loads and identify and resolve data issues Facilitate real-time customer communications through calls, meetings, chat, and collaboration tools, ensuring stakeholder clarity. Maintain an advanced understanding and serve as Subject Matter Expert for the Cornerstone product portfolio. Create, modify, and assign security roles Partner with internal customer creating security profiles for API integrations. Requirements: Bachelor’s degree in computer science, information systems, or related field, or equivalent experience. At least 5 years’ experience in a technical tier 3 customer support role, with a minimum of 2 years implementing and supporting Cornerstone on demand Proven experience delivering high-touch, proactive support in a large global company or a CSOD consultancy Proven expertise in doing CSOD data loads, building/maintaining/monitoring integrations including APIs, and reports Proven experience in the analysis of business requirements and gaps and the translation into system solutions Good understanding of learning types and standards (SCORM, VILT, ILT …), and HR data and HR processes Strong SQL knowledge Experience overseeing major enterprise incidents and providing escalation management in partnership with product, engineering, and account teams. Customer-focused mindset with initiative and ownership, demonstrated ability to handle stressful situations calmly and professionally. Skilled at facilitating large remote group conversations and translating technical topics for non-technical stakeholders, working in a truly global team across time zones in a hybrid work arrangement Excellent verbal and written English communication skills, with the ability to engage confidently with all levels of the organization. Workday, Netdimension and Google Tag Manager Skills are a plus Our offer: Flexible working hours (start between 6:30 a.m. - 10 a.m.) Hybrid working mode (min. 2 days per week in the office) Private medical care in LuxMed PZU life Insurance (voluntary insurance) Unlimited international travel Insurance (with a global range) Benefits System platform (120 points / month for multisport card, cinema tickets, online shopping etc.) Language courses reimbursement (up to 70% of course reimbursement) Studies reimbursement (up to 50% of study reimbursement) Work abroad possibility (up to 30 days / year) Recommendation programme (2000 PLN or 2500 PLN for successful recommendation) Holiday allowance (up to 1000 PLN / year) Childcare refund (up to 1200 PLN / year) Glasses and contact lenses reimbursement (500 PLN per year) Occasional gifts (e.g. 1st year anniversary gift) Office team building activities and events Employee Assistance Programme