• Business Systems Analyst, Contact Center

    Job ID 2018-29718
    Area of Interest
    Information Technology
    Location Name
    818 Stewart
    FTE/Hours per pay period
    1.0 FTE (80 hours per bi-weekly pay periods)
    Work Status
    Business Applications
    Day Shift
  • Overview

    Manages call planning for the call center.  Provide business systems analysis, design, report development, application support, and customer/vendor relations management in support of assigned system on production operations (day-to-day sustaining). Collaborate with key stakeholders, end users and project team members to identify and resolve issues regarding all phases of assigned projects, including assessment, design, testing, training, and implementation.


    Required Education/Experience:
    - Bachelor's Degree in related field, OR equivalent combination of education/experience that demonstrates technical competency
    - Minimum of three (3) years business analysis or systems analysis experience.
    - Demonstrated experience using and applying standard principles, theories and concepts related to technical discipline
    - Experience with clinical, hospital and/or financial applications and/or systems.


    Preferred Experience:

    - Minimum of two (2) years’ experience and knowledge of Contact Center operations and/or applications, including Contact Center workforce management, quality assurance, queue management, call tree design and configuration, etc.


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