Vacancy expired!
RESPONSIBILITIES:
Kforce has a client that is looking for a Business System Analyst, Telephony to join their team in Stanford, CA! This contract to hire opportunity will be remote, but onsite occasionally.
Position Purpose:
This team provides the contact center and clinical operational support to our client and their other company medicine entities to ensure patients have access to healthcare with multiple technology platforms, establish successful clinic operations, and plan for future contact center needs.
Responsibilities:
Provide tier-2 support of application incidents reported through the help desk
Manage delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for a variety of application including but not limited to Avaya, CISCO, Live chat and Televox, etc.
Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
Lead the implementation of low to medium complexity tools and workflows
Lead small to medium complexity software upgrade initiatives or enhancements to workflows including the design, build, and test phases
Lead any testing that is required as part of new implementations, enhancements or upgrades
Implement changes using documented procedures that are compliant with department's policies and procedures
Provide ongoing troubleshooting, support, and maintenance of applications; Including 24/7 on call coverage as required
Act as a liaison between customer and other support staff to facilitate resolution for low complexity issues
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department application
REQUIREMENTS:
Bachelor's degree in a work-related discipline/field from an accredited college or university
CISCO Telephony certifications is a plus
Certified Business Analyst or Project Management Certification is a plus
Three to five (3-5) years of progressively responsible and directly related work experience
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
