Call/Contact Center IT Analyst

The IT Analyst is accountable for standard support and development activity, including problem resolution, analysis, design, and implementation activity for application, helpdesk, and/or infrastructure support activity. The Analyst will provide beginning, moderate, or advanced levels of expertise and working knowledge and leverage their skills in areas of responsibility. They will continue a progression of skill development toward the expert level. The Analyst is responsible for developing a strong understanding of specific functional or technical areas, and can gather business requirements and convert them into design of processes and applications for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests.

The IT Analyst possesses strong analysis skills, and has an understanding of specific functional or technical areas. They can convert business requirements into solutions for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests. Senior levels are responsible for providing guidance and mentoring to less experienced IT Analysts to help them advance their skills, and may provide functional direction to small teams on specific support efforts.

ROLE RESPONSIBILITIES

Strategy and Planning

• Develop high level expertise in new data processing concepts and techniques as they are introduced to the department in order to remain technically proficient.  Assess and recommend appropriate technologies to solve business problems/opportunities.
• Acquire a strong understanding of the functional business disciplines serviced by the technologies being designed or supported to ensure that the service provided is timely, effective and appropriate.
• Establish proactive, confidence-inspiring client relationships to ensure technology development and maintenance efforts meet business goals.

Execution and Service Delivery

• Develop knowledge and experience in resolving support requests for Services Support, Application Support, or Infrastructure Support as applicable. This will include problem solving and the related activities specific to the type of problem, covering the analysis, design, implementation and maintenance of complex business and technical solutions from the client perspective.
• Analyze specific functional and technical problems and business requirements and prepare detailed resolution approaches. Provide the full complement of technology support services as required on assigned work efforts.
• Develop and leverage a working to expert knowledge of standard services, applications, and infrastructure technologies as required.  This may include programming language(s), operating systems, programming techniques, data base management systems, productivity tools and other hardware and software facilities to produce the most effective and timely results for the functional areas being served.
• Perform, or direct the performance of, standard application and infrastructure support activities based on specific assignments.  Leverage an advanced knowledge of services, applications and hardware to conduct problem resolution, analysis, design, development, and implementation activity.
• Test fixes to ensure problems have been adequately resolved.
• Display skill in the use of control techniques and support methodology to meet assignment requirements.
• Create technical documentation for Information Technology staff to follow when completing procedures.
• Provide 24x7 on call rotation support for all supported technologies.

Communication and Collaboration

• Establish proactive, confidence-inspiring client relationships to fulfill all aspects of specific assignments within Services Support, Application Support, or Infrastructure Support as applicable.
• Produce and communicate status of deliverables relative to milestones, variances, open issues, and client acceptance.
• Respond to requests for enhancements to existing technologies by clearly defining the business problem/opportunity and the approach to satisfying the request.
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.

LEADERSHIP RESPONSIBILITIES

Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of Six Sigma methodologies.

Qualifications

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Willingness to tackle problems and seek out new opportunities.
• Ability to simplify complex issues, can differentiate between critical details and unimportant facts, has a logical thought process in resolving problems.
• Demonstrated technical proficiency, attention to detail, and continuous improvement.
• Demonstrated productivity, managed priorities and time, and followed procedures.
• Demonstrated good speaking, writing, and listening skills.
• Met commitments, stayed focused under pressure, accepted accountability.
• Built strong relationships, able to give and receive constructive feedback, and worked well with others.
• Ability to work effectively within and across teams and global locations.

EDUCATION and/or EXPERIENCE

Refer to requirements in table above.

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes: Microsoft Office Suite. Individuals in this position must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percents, and decimals. 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or oral communication form.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.

Additional Information

All your information will be kept confidential according to EEO guidelines.