Command Center Support Analyst

job summary:

Required Experience:

• 2 or more years' experience in call center support positions
• 2 or more years IT experience in a large enterprise environment
• Experience with MS Power Point, MS Excel, MS Word, SharePoint, and Visio
• Prior experience with large to very large enterprise environments that include multiple site locations
• Experience with monitoring tools(Splunk, Interlink, etc.)
• Must be self-motivated, positive, energetic, confident, and ethical with a drive for results
• Excellent verbal and written communication skills
• Ability to balance multiple priorities utilizing excellent time management, organizational, and prioritization skills

Ideal Background:

• Work experience in any type command center environment monitoring and reacting to technology issues

Assets/not required:

• Prior experience with telephone switch programming on an Avaya, Cisco platforms and Genesys platforms
• Knowledge of call routing by utilizing ICM, Avaya PBX, Genesys and related systems
• Knowledge of/experience with Business Intelligence tools such as Tableau, MicroStrategy, etc.
• Agile Methodology Trained
• Health care insurance background is highly desired
• Detail-orientated and execution-orientated
• meeting facilitation skills

Experience that will set candidates apart:

• Experience and understanding of call center technology and management

location: EDEN PRAIRIE, Minnesotajob type: Contractsalary: $34.50 - 43.13 per hourwork hours: 8am to 5pmeducation: No Degree Required responsibilities:

• Be curious in order to support and work with highly functional Agile SRE teams
• Monitor and react to alarms, and incidents, and provide tier 3 triage
• Assist in coordinating teams in resolution efforts of complex IT issue
• Use appropriate tools to trend and analyze incident alarm data to identify opportunities to improve platform stability
• Understand Design & Build functions of Telephony Environment
• Ongoing daily support of voice/data activities, operational issues, and key KPI's
• Engage/support leaders of end users and facilitate resolution of call center technical issues
• Demonstrate business and industry knowledge
• Data analysis to provide recommendations resulting in IT process improvements
• Communication and collaboration between business and IT

qualifications:

• Experience level: Experienced
• Minimum 5 years of experience
• Education: No Degree Required

skills:

Agile Methodology

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility). For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.