IT Application Analyst Senior - Util Contact Ctr
About The Position
The IT Application Analyst Senior will configure and administer IT systems for the Austin Energy Utility Contact Center, primarily focusing on the Telephony and Workforce Management applications and Oracle Customer Care and Billing System. The position will utilize contact center applications to assist the Leadership team effectively manage the Utility Contact Center, and will work with additional Customer Care groups to help implement new functions to increase efficiency. Job duties include application administration, creating forecast and staffing plans, creating and modifying performance reports, managing users, and providing front-line troubleshooting and incident management. This position requires attention to detail with accurate and timely completion of deliverables, and strong written and verbal communication skills. This is a hybrid position, with specific days working from the office required quarterly.
Requirements
- Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to the job plus two (2) years experience.
- Experience may substitute for education up to four (4) years.
- Knowledge of existing IT systems and their relationships to each other and interfaces to outside systems.
- Knowledge of IT policies, procedures, and security requirements.
- Knowledge of database design principles.
- Knowledge of creating process models and data flow diagrams.
- Skill with computers and computer systems.
- Skill in analyzing information and evaluating alternatives.
- Skill in documenting and maintaining application and process or configuration information.
- Skill in providing system/application administration.
- Skill in identifying complex problems and reviewing related information.
- Skill in developing, prioritizing, organizing and accomplishing specific goals and plans.
- Skill in using a structured query language.
- Skill in providing mentoring, guidance, and training of personnel.
- Skill in coordination of activities of others.
- Ability to serve as a technical lead for development and support of one or more IT systems.
- Ability to apply analytical reasoning to complex problems.
- Ability to multitask and to work effectively in a team or as an individual contributor.
- Ability to communicate effectively orally and in writing.
- Ability to meet deadlines and effectively communicate the status of assignments.
Nice To Haves
- Experience working in a contact center with inbound, outbound, and back office workgroups
- Experience with Genesys contact center applications including; volume forecasting, calculating staffing requirements, schedule creation, completing shift bids, creating reports, and analyzing key performance indicators to guide process improvements
- Experience eliciting customer requirements and implementing enhancements of workflow's and layouts in technology applications
- Experience with Oracle CC&B and writing SQL queries
- Experience creating reports and communicating information of a complex nature to upper management (both written and verbal)
- Experience with business intelligence applications and data analytics
- Proficiency in Microsoft Office with an emphasis on Excel, Access, Sharepoint, and Power BI
- Ability to work any shift, including nights, weekends and holidays
Responsibilities
- Administers, monitors, and maintains one or more IT systems.
- Investigates and analyzes complex business requirements.
- Provides impact analysis and recommends appropriate solutions.
- Identifies opportunities for asset reuse across multiple projects.
- Responds to issues from the user community.
- Prepares and maintains documentation related to the development and maintenance of systems.
- Participates in the development of business process models and data flow diagrams for all levels of the organization.
- Performs bug tracking and quality assurance tasks.
- Develops and maintains disaster recovery plans.
- Develops and/or delivers training.
- Creates and prepares reports and analysis.
- Installs new software releases and/or upgrades.
- Establishes IT policies, procedures and security requirements.
- May provide technical or project leadership, training, and technical guidance to others.
Benefits
- low-cost medical, dental, vision
- paid leave time
- a highly competitive retirement plan
- career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
