Aspect Performance Mgmt (APM) - Systems Support

CVS Health

3d • Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary: This position will support our existing deployment of Aspect Performance Management (APM), a call and contact center reporting tool that is used to provide call center staff and management views into agent based statistics. The APM system aligns to workforce management tools and includes data from multiple source systems. Support is in technical development, administration, and customer service. Candidates will need strong SQL skills with SQL Server Management Studios (SSMS) experience. Schedule is flexible and typically during standard business hours, but occasional support for releases and upgrades may require weekend and off-hours time. Prior experience with Workforce Management teams and tools as well as any other exposure to reporting of metrics in a large Call Center environment will be helpful.

Requirements

• Technical Knowledge needed
• SQL Server Management Studio (SSMS) - Ad hoc SQL query for data review and support - Ad-hoc SQL update/delete queries - SQL Tables/Views/Index's (create/update/rebuild) - SQL Agent job management
• Visual Studio & Analysis Services - SQL Server Integration Services (SSIS) support & development - OLAP support & development - MDX for OLAP/APM metrics
• APM server (PROD/QA) basic Admin - Server troubleshooting/re-boots (when necessary)
• GCP Console - Support APM/GCP call, chat and quality feeds.

Nice To Haves

• Alteryx / Dataiku - GCP data load support - Support for ad-hoc APM DB exports
• Microsoft Office (Excel, Access, etc.)
• Prior experience with Workforce Management teams and tools as well as any other exposure to reporting of metrics in a large Call Center environment will be helpful.

Responsibilities

• General APM support
• APM support - Support all APM admin functions - APM new user security setup / update user security
• Five9 user setup / support
• Investigate data issues for all source feeds (requires ad-hoc SQL)
• Re-run failed data load job / ad-hoc data load job run / re-load data load job run
• Ad-hoc APM user training
• Enter and resolve Aspect support cases
• Enter and resolve Aetna IT/DBA support issues
• Enter and resolve Five9 support issues
• Support weekend Aetna IT deployment as needed (scheduled MS security patch/server upgrade)
• Support APM weekend system deployment as needed (system issues/enhancements)
• WFM admin (needed for APM user support) - User review & setup - Org & Team review - run ad-hoc reports
• Five9 admin - Support custom APM Call/Chat feeds

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level