Horizontal Talent Hiring for IT Software engineer – Systems Management Analyst at Horsham, Pennsylvania Full Time

This position is a member of a team that provides 24/7 on-call rotational support for critical business issues for a Call Center of up to 2200 agents:

• Maintains focus on restoring service when an incident occurs.
• Gathers and Communicates possible workarounds and alternatives to maintain business continuity.
• Empathizes and Advocates from the Customers viewpoint.
• Provides oversight and support for Continuous Improvement activities identified as a result of issues, new ideas and suggestions.
• Maintains service continuity by reviewing and approving all IT changes that could impact call center operations.
• Provides clear and timely communication to internal operations, external business partners and IT Senior Management.

Ideal Background:

• Bachelors Degree preferred in an Information Technology, business related field.
• Must be willing and able to participate in the 24/7 on-call rotation.
• A few years of experience in a support role with a complex, interdependent environment doing troubleshooting, analysis, and communicating to multiple levels of support.
• Ability to drive solutions through collaboration with multiple departments to solve problems impacting the business.
• Familiar with and educated in the ITIL processes and ServiceNow.
• Customer experience focused with leadership experience with excellent oral and written communication skills.
• Liaison between the business and IT. Familiarity with reporting and analysis using excel and various other tools

SPECIFIC CALL CENTER TECHNOLOGIES:

• Would like to see experience with (if possible) ServiceNow, Genesys, Splunk, Sharepoint.

Top Requirements:

• Excellent oral and written communication
• Ability and willingness to influence others, navigate the system complexities and drive solutions
• Familiarity with ITIL processes

Team and Team size:

• Part of a team
• Service Management Team members provide 24/7 on-call rotation support for critical incidents.
• Three Service Managers collaborate with a team of Agent Advocates.
• Service Managers support established ITIL processes (Incident, Problem and Change Management).

Top Responsibilities:

• Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns through clear communications and relationships with our business partners.
• Facilitate the troubleshooting of high severity incidents to improve service availability and continuity.
• Manage the processes for all change into the production environments including local application, corporate IT and external business partners.
• Provide reporting and analysis of system availability and incident trending.
• Innovate and work with the team to develop efficient and effective problem management and service improvement plans.
• Coordinates Pilot testing, troubleshooting, support, and service for equipment and networks when necessary.
• Ensure team follows best practices and maintain service level agreements.

Skills/attributes:

• ServiceNow experience
• Good oral and written communication
• Willingness to ask relevant questions
• Ability to influence others to maintain focus – restore service
• Some Technical knowledge
• Customer experience focus

Nice to have:

• Rally, Oracle experience

Additional Details:

• The candidate does not need to have been a manager. They should have experience leading projects and units of work. Managing and coordinating projects through the project life cycle.
• The candidate will not be reading through logs.
• They should have an IT background to know what types of tools and analysis approaches are available to address and debug issues.
• They will be acting as the liaison between the business and IT focusing on the customer experience.