The incumbent is responsible for supporting the IT Support Desk Contact Center's Tooling, Reporting, and Analytics processes, through the development and maintenance of automated reporting, ad-hoc analysis, and web-based tooling. The incumbent will be responsible for automated ETL processes, administrating and maintaining reporting tools (e.g., Service-Now, SSRS), developing new automated reports and ad-hoc reporting and analysis, developing and maintaining web-based troubleshooting and informational tooling for the IT Support Desk, and providing 24 hour support for any reporting, analytical, or tooling, business needs. This position supports the IT Support Desk by providing associate-level and operational-level reporting, analysis, and tooling.

Major Tasks, Responsibilities and Key Accountabilities

• Take business requirements and develop the total technical design for assigned mid-sized projects.
• Apply working knowledge of Databases in order to ensure proper usage as part of the design efforts in building a system to be put into production.
• Follow the established processes, policies, standards and procedures to assure compliance with corporate and regulatory policies and standards.
• Conduct appropriate test reviews on assigned projects as necessary. Present findings and offer solutions to management.

Nature and Scope

• Typically reports to Manager, Information Technology
• No direct responsibility for supervising others.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Typically requires overnight travel less than 10% of the time.

   

MINIMUM QUALIFICATIONS -

Experience with Call Center metrics preferred. Experience with Service Desk ticket reporting, I360 reporting (or comparable Workforce Management software), Excel, Avaya, SQL Server (T-SQL, SSIS, SSRS), HTML, and Java experience are preferred.

 
EDUCATION REQUIRED -

The knowledge, skills, and abilities, typically acquired through the completion of an associate's degree program or equivalent degree in a field of study related to the job.

YEARS OF RELEVANT WORK EXPERIENCE - 2 

PHYSICAL JOB REQUIREMENTS -

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

 
PREFERRED QUALIFICATIONS -

3-5 years related experience.

Experience developing programs for production.

Demonstrated ability to take business requirements and use to formulate technical design.

BS Computer Science or related field.

Excellent Customer Service, Documentation/Process, Project Management, Technical Leadership, and the ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment. Exposure to Enterprise change management.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

Excellent customer service and communication skills; Ability to communicate at all levels within the organization.

Ability to communicate issues and recommended solutions in a timely manner.

Solid experience in documenting requirements.

Database experience with SQL Server (T-SQL, Reporting Services, and ETL experience with Integration Services).

Experience with Call Center metrics preferred (Avaya, ASPECT, etc.).

Advanced Excel and analytics experience preferred.

Experience with HTML and Object Orientated Language (Java preferred).

Ability to work autonomously and with a diverse team.

Passionate desire to learn new skills and competencies.