Job Description :

Create and maintain corporate wide documentation (phone inventory list for new and existing sites
Plans and executes internal and external communications with stakeholders as needed.
Tracks and closes tickets and sends notification to the appropriate technical and management staff.
Follow-up, coordinate, and escalate if needed on phone carriers/vendor requests and orders.
Develop, create, and maintain a Contact Center documentation.
Send email notification when there is an outage on phone systems and/or contact center systems.
Manages outside vendors as assigned to ensure they adhere to project timelines, escalates issues with potential to impact on IT commitments to Telecom lead.
Serves as primary point of contact for managed projects and monitor projects in process.
Be an Upper Level "user” Support for all Contact Center systems.
Create and maintain voice Telephone system dial plan inventory databases and spreadsheets.
Trains end users in the use of various kinds of telecommunication equipment in classroom and/or onsite settings.
Manage outside vendors to ensure accurate completion of telephony equipment, projects and service adds, moves and changes


Consult with users to identify current operating procedures and to clarify project objectives
Partner with project stakeholders to ensure the project requirements are communicated and documented
Provide analysis of business implications and apply problem solving skills to meet business needs
Creatively translates information using business knowledge and identify additional information needed to support business objectives
Interact with customers to define information for solution needs and ask the right questions to surface essential requirements information
Comfortable initiating conversations with both business and technology leaders within the organization, as well as the ability to translate business issues and requirements into technical solutions
Proven ability to drive change and decisions with excellent reasoning judgement
Strong analytical and problem-solving skills
Proven ability to map business process, gather requirements, and write technical requirements/business documents
Ability to analyze problems and resolve issues through resolution quickly and methodically
Experience managing technical/functional requirements and traceability documents
Creative, flexible, and self-motivated with sound judgment; ability to plan and implement
Ability to work independently in a matrixed environment while managing multiple deadlines simultaneously
Adaptable and willing to learn and develop new skill sets as applicable
Excellent verbal and written communication skills
Proficient with Word, Excel, PowerPoint, and Visio


Bachelor''s Degree, five or more years of work experience in Business Systems Analysis

Required Skills:

Business Systems Analysis
Excellent Verbal and Written Communication Skills
Gather Requirements
Problem Solving
Systems Analysis