Telecomm Application Support Analyst

MidFirst Bank•Oklahoma City, OK

About The Position

Provide call center application support to key business unit supervisors, quality control team members, and support user configurations and issue resolution. Work with the vendor to ensure applications are optimized, review future releases and relate the impacts to team members and business units, and plan/implement solution upgrades and additions. Use strong analytic skills, data analysis and understanding of data structures to create multi-platform reporting. Ability to create trend analysis and exception reporting. Engage with appropriate stakeholders to develop system requirements deliverables, work with business units to test solutions, obtain sign-off, and prepare documentation for internal change control. Strong communications skills are necessary to be able to effectively show how proposed solutions support the business units’ desired goals. Strong analytical ability to diagnose complex system issues and provide resolution. Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers. Ability to create call flow scripts and diagram the solution. Prior programming skills with any programming language are highly encouraged. Ability to understand XML/VXML code and editor tools and work with internal programming teams to implement solutions. Ability to read and comprehend complex output logs used in troubleshooting issues. Understanding of cloud solutions and integrations. Ability to manage multiple projects in addition to daily work. Ability to plan, document, coordinate, and sequence tasks to effectively complete committed deliverables. Document and perform business continuity testing of solutions. Assist telecom department with general user support including moves, troubleshooting, and general assistance. Be able to obtain a working knowledge of key phone system technologies.

Requirements

Strong Microsoft Excel and Visio experience is a must.
5+ years of working with call center applications in a system support role.
After hours work is required in addition to providing on-call support.

Nice To Haves

Understanding of databases is strongly preferred.
Microsoft Server 201X/202X, Linux, and IP network familiarity are highly desired.
Prior programming skills with any programming language are highly encouraged.
A bachelor’s degree in Computer Science, Engineering, or a related discipline is preferred.
Understanding of cloud solutions and integrations.

Responsibilities

Provide call center application support to key business unit supervisors, quality control team members, and support user configurations and issue resolution.
Work with the vendor to ensure applications are optimized, review future releases and relate the impacts to team members and business units, and plan/implement solution upgrades and additions.
Use strong analytic skills, data analysis and understanding of data structures to create multi-platform reporting.
Create trend analysis and exception reporting.
Engage with appropriate stakeholders to develop system requirements deliverables, work with business units to test solutions, obtain sign-off, and prepare documentation for internal change control.
Effectively show how proposed solutions support the business units’ desired goals.
Diagnose complex system issues and provide resolution.
Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers.
Create call flow scripts and diagram the solution.
Understand XML/VXML code and editor tools and work with internal programming teams to implement solutions.
Read and comprehend complex output logs used in troubleshooting issues.
Manage multiple projects in addition to daily work.
Plan, document, coordinate, and sequence tasks to effectively complete committed deliverables.
Document and perform business continuity testing of solutions.
Assist telecom department with general user support including moves, troubleshooting, and general assistance.
Obtain a working knowledge of key phone system technologies.