Business System Analyst

Duration: Long Term - 12 months with possible extension

Hybrid Role: 2-3x a week in Mason, OH office

Pay-rate: $15-20/hour on W2

Hours: 8:00 am to 5:00 pm EST

Qualification:

• High School diploma
• Experience supporting a medium to large-scale Contact Center environment
• Excellent verbal and written communication skills
• Strong Customer Service orientation

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, Essilor, 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

Preferred:

• Bachelor’s degree in Information Technology
• 5 years’ supporting a large scale, multi-site Contact Center environment
• Genesys Certification