Analyst

• Providing 1st line (L1/L1.5) support and a single point of contact for coworkers
• Accurately log, categorise and prioritise tickets
• Manage assigned workload to meet SLAs/KPIs
• Document solutions to reduce repeat contacts
• Support onboarding and coaching of new team members
• Work closely with internal resolver groups to prioritise work based on impact/urgency

IT Service Desk Analyst

• Ensure accuracy of commissions earned by Sales coworkers
• Provide front-line support to sales
• Perform basic payroll reporting and analytics
• Research and respond to inquiries from Sales and Finance
• Prepare commission earnings and calculate payments
• Process automated and manual adjustments
• Generate reporting and commission statements
• Contribute to daily, monthly, and quarterly analysis
• Monitor implementation of accounting procedures

Commissions Analyst

ServiceNow

• Provide leadership for Advisory teams, comprised of senior advisory consultants focused on strategy, platform maturity, operating model design, and transformation enablement.
• Build and maintain strong technology relationships with key partner representatives to ensure CDW is top of mind.
• Expand these relationships to CDW account managers, regional managers, architects and engineers.
• Collaborate with Sales, Advisory Consultants, Services Teams and Management to maximize services financial results.
• Partner with Sales leadership to support complex pursuits, including opportunity qualification, deal shaping, advisory positioning, estimates, and executive-level client conversations.
• Collaborate with practice, portfolio, and delivery leadership to ensure advisory work transitions effectively into delivery and managed services motions.
• Manage team members’ performance, including professional and technical skill development, through coaching and training ensuring laser focus on achieving current and future client demands while balancing team utilization and profitability.
• Ensure team members fully understand their roles and follow best practices in the delivery of services of all solutions across practice(s) and geographies.
• Act as escalation point for issue resolution related to team member performance or client satisfaction.
• Build and maintain a trusted partner network to deliver additional engineering capacity and skills as needed.
• Support, collaborate, and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales / client strategies with “C” suite level leadership.

ServiceNow Delivery Manager – Digital Velocity

• Lead project teams, directing coworker and client teams in solution design and development.
• Lead end-to-end ServiceNow solution architecture across one or more product lines (e.g., ITSM, ITOM, CSM, ITAM, etc.), ensuring alignment to platform best practices and client business outcomes.
• Aggregate oversight of technical solutions across multiple projects to ensure synergy in our approach and broad visibility to the solutions delivery team
• Proactively addresses or escalates any budget issues that are identified during the project.
• Quality Assurance for SOW requests that meet triggers for size, cross brand, and complexity.
• Perform peer review of deliverables from other team members for technical content to ensure accuracy.
• Maintain client relationships as a trusted Technical Advisor.
• Serve as focal point for communications between multiple departments and clients, when necessary, using experience and judgment to communicate effectively to all parties.
• Recommend solutions supporting client account teams with development of proposals, quotations, and presentations.
• Define and govern ServiceNow platform architecture, including data model design, integration patterns, environment strategy, and security model.
• Act as the primary owner of technical solution design artifacts.
• Lead technical discovery workshops and translate business requirements into scalable ServiceNow solutions aligned to CSDM and platform standards.
• Define and enforce platform governance.
• Provide architectural guidance for complex integrations.

Managing Consultant Engineer – Digital Velocity

Security Operations

• Provides second-level technical client support
• Monitors and resolves support requests
• Performs deep analysis of the operating system
• Handles Cyber incidents, system crashes and bug fixes
• Identifies efficiencies and improvements in workflow
• Applies Trusted Advisor techniques to build up client trust and influence loyalty
• Attends training sessions or shadowing activities and obtains industry-related certifications

Security Operations Specialist

Support Engineer

• Provide best-in-class customer support for all AWS Services
• Guide customers through complex issues and troubleshoot AWS resources
• Analyze customer-facing cases related to AWS Services
• Provide front-line AWS support and resolve cases in-house
• Advocate for customers when cases are escalated to AWS
• Lead root cause analysis for recurring customer issues
• Collaborate with internal teams and deliver a positive customer experience
• Maintain full knowledge of current AWS services
• Act as a trusted AWS technical advisor

Cloud Support Engineer

• Deliver a friendly and high-quality On-call and Service Desk experience
• Communicate with end users via phone, email, or live chat
• Provide effective troubleshooting for all types of technical inquiries
• Address user issues related to Microsoft 365 applications
• Develop and maintain knowledge base articles and documentation
• Participate in projects and other initiatives as requested by your supervisor

Service Desk Support Analyst

Account Manager

• Prospect for new customers through a high volume of customer touchpoints to effectively grow your book of business
• Build, grow and maintain positive relationships with your customers
• Research current and potential customers to understand their business, and educate them on the value of working with CDW
• Educate, strategize and successfully sell the industry’s top technology products, services and solutions
• Collaborate with peers and industry partners to bring the best technology solutions to your customers

Account Representative

Solutions Engineer

• Develop appropriate assessment and service solutions for CDW customers, including architecture, optimizations, technology health checks, deployment services, and advisory services.
• Collaborate with customers, delivery teams, and internal sales to offer consultative guidance, plan sales strategy, and author statements of work (SOWs).
• Analyze technical and competitive considerations, defining actions to meet customer requirements in the sales cycle and through a consultative approach provides enhanced business outcomes beyond initial customer expectations.
• Maintain strategic relationships with Customers, Internal Sales & Delivery management, acting as a trusted advisor to drive business growth.
• Maintain relationships with Key strategic partners and maintain at least 3 partner technical certifications.
• Practice ownership of your assigned territory by establishing a regular cadence with vendors/partners/customers and assisting Sales with territory strategy planning.
• Act as a subject matter expert in multiple families of products and solutions.
• Drive outreach initiatives, technical enablement projects, coaching, and mentoring for other SAs.
• Develops content to effectively train coworkers in formal trainings as well as team huddles.

Senior Solution Architect – Enterprise Networking

• Develop assessment and service solutions for customers
• Collaborate with teams to offer consultative guidance and plan sales strategy
• Analyze technical considerations in the sales cycle
• Maintain strategic relationships with customers

Principal Solutions Architect – Hybrid Infrastructure

• Develop appropriate assessment and service solutions for CDW customers
• Collaborate with customers, delivery teams, and internal sales
• Maintain strategic relationships with Customers, Internal Sales & Delivery management
• Drive outreach initiatives and mentoring for other SAs

Senior Solutions Architect – DX

• Develop appropriate assessment and service solutions for CDW customers
• Collaborate with customers, delivery teams, and internal sales to offer consultative guidance
• Analyze technical and competitive considerations
• Maintain strategic relationships with key partners
• Act as a subject matter expert in multiple families of products and solutions
• Drive outreach initiatives, technical enablement projects, coaching, and mentoring for other SAs
• Develop content to effectively train coworkers

Senior Solution Architect – Citrix, Azure Virtual Desktop

• Lead the development and delivery of tailored assessment and service solutions, including architecture design, technology optimizations, health checks, deployment roadmaps, and advisory services.
• Accurately design and scope professional services engagements leveraging on prem and hybrid cloud technology.
• Drive strategic customer engagements, lead visioning sessions and align technology solutions with business outcomes.
• Maintain deep technical expertise in their role; Is the "Go To" person for platform engineering solutions, both technically and strategically; is on the forefront of their solution(s) and the implications for CDW offerings.
• Lead technical discovery sessions with C-level executives, IT leaders, and engineering teams to understand business objectives, technical constraints, and modernization goals
• Maintain top-level certifications and continuing education across CDW’s strategic partner ecosystem.
• Actively participate in and speak at industry events and conferences, establishing yourself and CDW as leaders in the digital transformation space.
• Produce thought leadership content, whitepapers, and internal enablement material to strengthen CDW’s intellectual property and market presence.
• Build and sustain deep relationships with customers, sellers, and technology partners to foster long-term growth and customer satisfaction.
• Stay ahead of market trends and regulatory changes across verticals, advising clients on how to stay competitive and compliant.
• Leads the development of Statements of Work, RPFs, RFIs, and proposal content for cross-technology solutions with high levels of accuracy and quality.

Principal Solution Architect – Platform Engineering

Manager

• Focuses on team and self-continuous improvement and is the "Go To" person for project management expertise, both technically and strategically in their respective region or technology domain.
• Responsible and accountable for team financials, successful project outcomes, gross profit and profitability of projects and programs in a 100+ million-dollar project portfolio.
• Full HR and performance management responsibility for a team of direct and in-direct reports.
• Coaches and mentors team members to improve their technical, consulting, and pre-sales skills.
• Drives quality control to ensure team members projects meet and exceed standardized quality and consistency requirements.
• Creates and delivers PMO centric presentations on key and relevant topics.
• Conducts regular meetings with services leadership on staffing plans and pipeline.
• Manages and looks for ways to increase assigned team utilization attainment.
• Engages in project escalations and triaging efforts.
• Laser focus on the client experience and ability to work with sales leadership and other functional leadership to attain best possible outcomes for our clients.
• Ability and desire to assist and lead internal initiative efforts focused on developing standardized templates, tools, methodology standards and PMO brand value enhancement activities whenever possible.
• Ability to utilize equity-based training techniques and inform assigned team members on changes in methodology, procedures, tools, and templates.
• Promotes a "can do" culture and collaborative problem-solving mindset.
• Acts as a resource to peers and sales for advice and recommendations on program structure and delivery.
• Assists with new hires and proactively provides mentorship and guidance to new hires to accelerate productivity.
• Establish and cultivate solid working relationship with all internal clients –Services Managers, Solutions Teams, Recruiters, Account Executives, Sales Management and Senior Leadership Team.
• Engages in the interview processes for new hires and performance evaluations for current team members.

PMO Manager

• Develop and execute successful sales strategies to expand the CDW Intelligent Platforms customer base and achieve bookings, revenue, and gross profit targets.
• Establish a detailed, comprehensive understanding of all capabilities, service offerings, value proposition, market positioning, selling strategy and process, as well as key differentiators.
• Identify, engage, qualify, nurture, and secure new clients.
• Cultivate, manage, support, and grow relationships as part of the extended sales team with prospects and clients as a consultative seller.
• Proactively coordinate with CDW Intelligent Platforms teams—including Subject Matter Experts, Practice Leadership, Sales Management, and Marketing—to drive sales, meet company objectives, and exceed client expectations.
• Build strategic partnerships with the partner community—including ServiceNow, Adobe, and Salesforce—to identify and pursue collaborative opportunities for CDW and its partners.
• Understand industry landscapes and follow trends that impact our clients’ business risk, strategic decision-making, and budget planning and expenditure.
• Deliver accurate sales pipeline updates and forecasts.
• Consistently enter and update all relevant information in Salesforce to ensure data accuracy and completeness.