CS Systems Analyst Job in Salt Lake City 84121, Utah US
Description:
The IT CS Systems Analyst is responsible for administering applications, troubleshooting, training users, documenting procedures, and helping users related to Customer Service application and technology issues.
- Design and maintain CRM application using a combination of application configuration and web design
- Respond to reported issues, requests inquiries of a problematic technical or functional nature
- Support both platform and application issues Handle reported issues that may require escalation or follow-up to a higher level of expertise such as developers or designers
- Assess reported issues and suggest or deploy fixes and enhancements
- Provide training and support to internal customers technical groups on application features, processes, methodologies and toolsets
- Create business case documents supporting project initiatives including business cases, requirements documents, project technical scopes and specifications, and technical use cases in accordance with established service levels and documentation standards
- Work with team members to build knowledge and provide backup assistance when where necessary
- Design reports for call center management
- Interact with key partners in building, maintaining, supporting and auditing accounts and applications
- Perform daily, weekly, and monthly maintenance to ensure proper functionality of systems
- Install applications and telephone hardware
- Troubleshoot and diagnose common hardware and software problems with as little impact to the customer as possible
- Identify areas in functional business area where improvements can be made to streamline workflow and application flow resulting in measurable savings of time, effort and money
- Understand industry best practices in functional business areas (call center operations for example) to leverage technology, driving improvements in work flow and applications
- Develop and maintain working relationships with a diverse group of business people (supervisors, managers, directors, etc) in order to gain an in-depth understanding of the company’s business processes to support the prioritization and delivery of demand
- Communicate technical ideas in non-technical language to the business
Requirements:
- Self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas.
- Experience with CRM technologies (Right Now), application administration and chat clients preferred.
- Report design using SQL, Crystal Reports, Microsoft Reporting Services required.
- Web design experience including PHP, HTML, javascript, CSS.
- Working knowledge of .NET preferred.
- Business Process /Workflow Re-Engineering or working with companies through automation or system enhancement of existing work practices.
- Basic batch scripting experience.
- Basic IT skills such as understanding basic networking, pc application installations.
- Call Center support and implementation experience
- ITIL Foundation certification preferred.
- Background in facilitating meetings, gathering customer requirements, and documentation using a consultative approach to build consensus.
- Business Process Re-Engineering or working with companies through automation or system enhancement of existing work practices.
- Ability to demonstrate history of positive customer communication and relationship management. Dedication to delivering an exceptional customer experience is a must.
To apply, send resumes to: http://newton.newtonsoftware.com/career/SubmitResume.action?id=4028f88c2f0a1e3a012f319610024748source=Monster