Business Systems Analyst/Systems Analyst

GENERAL FUNCTION -

The Systems Analyst is responsible for implementation and support of the North America Customer Care hardware and software environment. This position provides direct and off hour remote technical support to Call Center agents ensuring prompt resolution, escalation and communication of system issues. Ensures inventory of hardware is appropriate and organized to maximize agent productivity and control cost. Responsible for onboarding of new Customer Care agents ensuring hardware, software and telephony requirements are complete and delivered on-time. Perform system administrator duties for various contact center technologies. The Systems Analyst may also support project activities required to deliver business-oriented, valuable and relevant solutions.

MAJOR DUTIES AND RESPONSIBILITIES -

• Tier 2 support of NA Customer Care Systems to include Genesys suite of solutions, supporting adjunct applications and IVR self-service platforms. Including but not limited do support of EyeMed Fedramp, North America Org (Latam, Client , etc).
• Participate in departmental on-call rotation to include after-hours and weekend support. (24 / 7)
• Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
• Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
• Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
• Serve as a system administrator for various call center technologies (Oracle, Genesys, Custom NA IT soltuions)
• Work closely with corporate IT Networking department on Contact Center infastructure and channel configuration. (email, / chat intergration, service account creation, vpn access, etc. )
• Act as backup to Senior Business Systems Analysts
• Perform Project Management duties or participate in contact center IT project managment efforts supporting core Customer Care initiatives within North America
• Management and procurement of contact center equipment to support growth and RTB equipment mantienance.
• Other duties as assigned

BASIC QUALIFICATIONS

include minimum education and years of experience required)

PREFERRED QUALIFICATIONS