IT Infrastructure Analyst (Call Center Operations) Job in New Braunfels 78130, Texas US
Summary: A person in this position is responsible for supporting the Customer Care Team, and related teams, applications and systems. Partial lists of these systems include Outbound Dialers (Voice Net and Cisco), Reader Board / Infocaster, eMenu, etc.. This person is also responsible for assisting the Director of Voice Data Solutions in interfacing with both the Information Technology Application Development teams and the various business areas that use these systems. In this position, there are 4 basic categories of support functions: (1) Technical Support - help identify and resolve technical issues; (2) Quality Assurance - develop test plans / cases and conduct system integration testing; (3) General Analysis – help project teams complete specific activities such as requirements gathering / documentation, evaluate software package capabilities, etc.; and (4) User Training – prepare and conduct training for users on
specific systems.
Essential Duties and Responsibilities:
• Desktop Agent Software: The ability to update code, test, and implement desktop agent software.
• Systems Integration: Participate in Call Center projects, specifically to integrate Infrastructure applications to achieve business functionality. This may include some programming when resources are not available internally through the Application Development team. Adherence to guidelines, policies, and best practices a must.
• Level 3 Support: Assist team members with solving request in ticket queue when business demand is high.
• Project Coordination: Ability to help project leader lead a team through steps to accomplish project goals
• Documentation: Responsible for the documentation of all job functions
• Web Dialer/Click to Call: Ability to integrate calling technologies into applications when required
• Training: The ability to train users on how to do accurate Call Center reporting, and on agent phone and call center application best practices
• Responsible for maintaining data integrity of electronic data systems. Frequent interactions with department managers and staff.
• Distribution and tracking of team support activities using the established processes and metrics.
• Develops, publishes and maintains system integration test plans and test cases.
• Conducts system integration testing, documents defects and coordinates resolutions with infrastructure and application development teams.
• Works closely with application development teams to establish and implement improved testing approaches and strategies.
• Assists infrastructure project teams on a variety of tasks, which include gathering / documenting requirements, understanding / documenting business processes, developing system designs, evaluating purchase package software capabilities, developing user training material and conducting user training, etc.
Supervisory Responsibilities: N/A
Education and/or Experience: Bachelor's degree (B.A.) or equivalent; and three to five years job-related experience and/or training; or equivalent combination of education and experience
Qualifications:
- Strong experience with Microsoft SQL Server (2005 2008 R2)
- Create maintain SQL stored procedures and views
- Microsoft Visual Studio (C#, ASP.Net – Application and Web Development)
- Understanding Active Directory groups and account security permissions.
- Understanding of the Client/Server application communication modal.
- Technical knowledge to maintain an application from an administrative perspective, including but not limited to 1) Software Release Management, 2) Upgrades; 3) Vendor Management; 4) Vendor Technical Support tickets; 5) Software Maintenance Management; 6) Application Hardware Management; 7) Software Integration Management and Parameter programming.
- Guidance to the business on MS Reporting services capabilities to obtain Call Center information on agents, campaigns, etc. Also requires the ability to locate data sources within IT systems, and plan and implement their replication for business access.
- Keeps abreast of trends within the industry. Keeps up to date on trade journals and literature. Attends vendor demonstrations, seminars, and conferences when applicable. Presents applicable technologies to management to advance the business.
Other Knowledge, Skills and Abilities:
• Ability to consult with different areas within IT: Infrastructure, data management and applications development – in order to troubleshoot technical issues and to assist in the delivery of projects.
• Ability to communicate effectively across business areas such as Finance, Operations, Sales and Medical Affairs in order to facilitate communication between various groups.
• Experience mapping business processes and distilling business requirements.
• Ability to write complex documents such as proposals, requirements definition, and cost/benefit analysis.
• Ability to effectively present information to various levels of people from front line to management.
• Experience with Microsoft SQL Server.
• Presentation experience in small to mid-sized groups.
• Knowledge of application development lifecycle processes, including different methods, deliverables, phases and key activities.
• Change management experience.
• Computer Literacy to include strong skills using MS Office Suite (Excel, Word, Access, MS Project) and Reporting Services.
In return for your experience, The SCOOTER Store offers a competitive salary and a generous benefits package.
The SCOOTER Store World Headquarters, Distribution Centers, and Stores are tobacco-free facilities.
The SCOOTER Store is an Equal Opportunity Employer.
See Job Description
