Senior Systems Analyst and Administrator at Apex Systems, Inc. in Quincy, MA

Job#: 2073361

Job Description:

Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients’ digital visions.

Apex has an opportunity for a Senior Systems Analyst and Administrator. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at [email protected].

Here are the details:

Position: Senior Systems Analyst and Administrator

Location: 25 Newport Avenue Extension Quincy MA 02171

**Candidates Must Already Sit Locally In New England**

Duration: 12 Months w/ possibility of extension

Rate: Negotiable Based on Experience

Job Description

Summary

The Senior Systems Analyst is responsible for the analysis, configuration, management, and reporting for service center applications, such as ACF/Q-flow, Five9, 2Ring, etc. The Systems Analyst is accountable for working with the business groups to make sure the platforms are meeting their expectations. On many occasions, the system Analyst will also be asked to help with projects and perform some business analysis activities.

Responsibilities

Execute and document platform administrator changes.
Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, Service Desk etc.), vendors, and end-users to provide accurate and effective resolutions to issues on the various components of the solutions.
Provide effective written and verbal communications to users, stakeholders, and vendors regarding the status of incidents, changes, and other initiatives that he/she will be responsible for.
Work with the Major Incident Management team, Customer Engagement Manager, and Vendors to help bring resolution to incidents and ensure communication to stakeholders, both business and IT.
Escalate issues that require executive attention.
Perform system analysis duties on various platforms and provide documentation of required processes.
Work with business users and stakeholders to assess and document business requirements on new initiatives and projects.
Gather user and system requirements through open-ended discussions, JAD, and brainstorming sessions.
Prepare and design workflow diagrams and process workflows.
Manage system improvements in coordination with business groups and vendors.
Manage and support issues on integration with other systems.
Lead initiatives to enhance the platforms capabilities.
Coach, mentor, and train other (business and IT) members on the use of the various components of the platforms and their best practices.
Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met.

Skills

Must have strong analytical and problem-solving skills.
Must have excellent verbal and written communication skills.
Ability to effectively communicate technical matters.
Ability to gather business requirements and translate them into functional requirements.
Must have strong knowledge of customer experience expectations in a service environment.
Experience in technical systems analysis in a related industry.
Ability to define, manage, and exceed customer expectations.
Strong intellectual curiosity and capacity for professional growth.
Experience in project management.
Ability to effectively communicate and build consensus across various project stakeholders, including IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
Perform with a strong sense of urgency.
Ability to navigate complex interpersonal dynamics with professionalism
Ability to prioritize and manage multiple tasks while maintaining attention to detail
Demonstrated success in collaborating with diverse personalities
Ability to lead and engage in effective meetings that foster collaboration and align diverse stakeholders toward common goals

Qualifications

BA/BS degree in Business, Computer Science, Management Information Systems, or related field.
5+ years of direct work experience in a relevant industry.
Demonstrated analytical background, experience managing vendor contracts and implementations.
Experience in supporting multiple applications.
Deep knowledge of Queue management and Contact Center applications is a plus.
Knowledge of end-to-end systems.
Knowledge of ITIL processes and service delivery.
Knowledge of requirements gathering and elicitation techniques.
Ability to work independently and within a team environment.
Prior experience on projects with federal, state, or local government is desired but not required.

Additional Benefits:

For this opportunity, you will also be eligible for benefits through Apex for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

EEO Employer

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.