Business Systems Analyst

Job Description 

The Business Systems Analyst shall provide administrative support for the SEVIS Voice over IP (VoIP) and CRM tools. 

Key Tasks and Responsibilities 

• Coordinate with internal stakeholders and vendors to document, set up and test required components of Desktop Screen – Pop/Soft-Phone applications, real-time and historical reporting systems. 
• Serve as liaison between multiple business units and key stakeholders to resolve call routing issues and support system upgrades. 
• Assess systems performance and information by conducting daily tests and analysis. 
• Prepare, consolidate, analyze and present daily, weekly, monthly and quarterly reports. 
• Recommend processes, procedures and system(s)-flow changes to increase routing accuracy and customer satisfaction. 
• Assist in maintaining and upgrading support tools and telecom/Contact Center reports. 
• Provide decision makers with actionable systems related recommendations. 
• Design and create reporting tools to capture required reporting metrics and deliverables. 
• Work with relevant teams to support day-to-day systems and interfaces to resolve issues related to existing application solutions. 
• Monitor, create reports and analyze trends for service-level metrics to identify areas for improvement. 
• Document and report all changes i.e. Avaya, wall boards, etc.; write definitions and maintain reports structure and libraries. 
• May drive the project management of smaller projects and have lead responsibility for analysis work streams within projects of significant size or impact. 
• Perform other related duties as required. 

Education & Experience  

• Bachelor’s degree in a related technical discipline. 
• Seven (7) years of experience that depict clear and detailed hands-on experience  
• Contact Center operations software (for example, Avaya, Genesys, NICE, Cisco). 
• Experience with Automatic Call Distributors (ACD). 
• Experience with Interactive Voice Response (IVR). 
• Experience with Knowledge base software. 
• Strong working knowledge of installing, configuring, monitoring and troubleshooting a wide variety of products, including routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, Trunk ports, VLANs, access ports, VPNs and cloud/standalone controllers. 
• Advanced troubleshooting and problem-solving abilities. 
• Strong skills in analyzing complex problems, processes and systems to propose solutions. 
• Ability to quickly learn new systems, processes and technologies. 
• Strong oral and written communication skills. 
• Desired: Relevant experience in Contact Center operations software features, including web, chat, email, social media, SMS/text, mobile and fax. 
• Desired: Business intelligence software, XML, XML editing tools (XMLSpy), HTTP, SSL and client certificates. 
• Desired: Relevant experience with telecommunications, technical architecture, system analysis and networking. 
• Desired: Experience with scripting language (Python, Java, SQL). 
• Desired: Experience with understanding and querying databases (SQL expertise preferred). 
• Desired: Experience with CRM, SharePoint, and Microsoft Office. 
• Desired: Experience with cloud service providers such as AWS, Azure, Google or other enterprise cloud providers. 
• Desired: Experience presenting to staff at all levels of an organization with clarity and precision. 

Certifications  

• Information Technology Infrastructure Library (ITILv4) certification within 30 days of hire 

Security Clearance  

• ICE Suitability 

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

EOE AA M/F/Vet/Disability 

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