Systems Analyst
4 weeks ago
Advantages
What’s in it for you
As a Project Coordinator with our client, you’ll receive:
- Highly competitive market hourly rates
- A 6 month contract with a strong probability of extension
- Remote interview process
Responsibilities
What will you do?
• Ensure all systems (Dynamics 365, Salesforce, OSC, Five9, Verint, Twilio, and more) are maintained at a high level of operational excellence
• Analyze causes of alerts or reports of performance or stability issues for GEC applications
• Monitor, maintain and troubleshoot new and existing systems including Salesforce, Dynamics 365, OSC, Five9 and more (full list below)
• Communicate with vendors for troubleshooting, development, and escalations
• Lead Major Incident scenarios, working with internal and external partners to resolve scenarios, and communicating with leadership
• Lead Problem root cause analysis and resolution of Production related Incidents
• Work closely with operational partners to support with resolving technical issues
• Work closely with business partners to understand and develop solutions to support with business objectives
• Use ServiceNow to keep track of the team’s and your own Incident, Problem and Task queues
• Work closely with our technology team to identify and document bugs in Jira and support with issue tracking
• Perform knowledge transfer in the form of meetings, training sessions, or creation of documents
• Maintain licenses for various platforms
• Contribute to team and cross functional meetings
• Define the processes needed to achieve and sustain operational excellence with a focus on daily operations and support
• Be hands on ensuring solutions are operationally ready and collaborate with business to aid in the continuous improvement of how we support our front-line teams
• Work closely with the Project Resources and Support teams in delivering solid operational readiness plans for incoming systems
• Assist business stakeholders and the GEC Technology team to effectively deliver technology in support of business capabilities
• Availability during evenings and weekends to support with deployments
• Required participation on an on-call rotation schedule to support with critical issues during and outside of business hours (evenings and weekends)
Qualifications
Qualifications
• 2+ years of experience in an L2/L3 technology support role supporting a contact center • Familiarity with supporting userbase of 500+ users
• Knowledge of ITSM best practices
• Excellent verbal and written communication skills
• Excellent problem solving and critical thinking skills
• Demonstrated ability to learn/adapt and propose new and existing technologies • Hands on experience with Microsoft Dynamics 365 or Salesforce administration and support • Knowledge of DevOps administration including CI/CD pipelines, build and release management
GEC Tech Stack
• Salesforce
• Microsoft Dynamics 365 for Customer Engagement / Ominchannel Customer Service • Five9
• PCI Pal
• Verint
• Twilio
• Quiq
• OSC
• Sprinklr
• Talkative
• Acuity
• Medallia
• ServiceNow
• Confluence
• JIRA
Summary
If you are a Quality Assurance Analyst and the prospect of joining a dedicated team intrigues you, then this role with our high-profile client could be the perfect opportunity for you.
Apply below or reach out to your Randstad representative for more information.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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