Business Systems Analyst

501704 Business Systems Analyst

Work Location: Hybrid

Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.

Relocation: N/A

IronMountain Solutions is seeking a Business Systems Analyst. The Business Systems Analyst supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical analytical and operational expertise. This role serves as a liaison between business units technical teams vendors and federal stakeholders to ensure timely resolution of SEVIS-related issues improve workflows and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.

Job Duties:

• Administer Avaya/Calabrio access for Level II staff
• Coordinate with stakeholders and vendors to document set up and test Desktop ScreenPop/SoftPhone applications and reporting systems.
• Serve as liaison between business units to resolve routing issues and support upgrades.
• Collaborate seamlessly with Level I BSAs federal leads telephony vendors and ICIO
• Conduct daily testing and analysis of systems to assess performance.
• Prepare consolidate analyze and present recurring reports (daily weekly monthly quarterly).
• Recommend improvements to processes procedures and system workflows.
• Maintain and upgrade support tools and telecom/contact center reports.
• Provide decision makers with actionable system-related recommendations.
• Design and develop reporting tools capturing key operational metrics.
• Support resolution of daytoday system and interface issues.
• Monitor and analyze servicelevel trends to identify opportunities for improvement.
• Document and report all system changes maintaining definitions and structures.
• Lead analysis workstreams or small project efforts as assigned.
• Perform additional duties as required.

KNOWLEDGE SKILLS & ABILITIES:

A minimum of seven (7) years of hands-on experience with the following technologies and competencies:

• Contact Center operations software (Avaya Genesys NICE Cisco).
• Automatic Call Distributors (ACD).
• Interactive Voice Response (IVR).
• Knowledge base software.
• Strong working knowledge of installing configuring monitoring and troubleshooting routers switches firewalls TCP/IP IPX EIGRP BGP VoIP SIP Trunking trunk ports VLANs access ports VPNs and cloud/standalone controllers.
• Advanced troubleshooting and problemsolving abilities.
• Strong skills in analyzing complex problems processes and systems to propose solutions.
• Ability to quickly learn new systems technologies and processes.
• Strong oral and written communication skills.

Desired Experience

• Experience with web chat email social media SMS/text mobile and fax contact center features.
• Experience with business intelligence software XML XMLSpy HTTP SSL and client certificates.
• Experience in telecommunications architecture system analysis and networking.
• Experience with scripting languages such as Python Java SQL.
• Experience querying databases (SQL expertise preferred).
• Experience with CRM SharePoint and Microsoft Office.
• Experience with cloud platforms such as AWS Azure or Google Cloud.
• Experience presenting complex information clearly to all organizational levels.

QUALIFICATIONS:

• ITILv4 certification required within 30 calendar days of onboarding.
• Bachelors degree in a related technical discipline preferred but not required.

IronMountain Solutions is an Equal Opportunity Employer.