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Job title: Application Analyst – Office of Contact Center Management
Company: Mayo Clinic
Job description: Under the direction of the Operations Manager of the Office of Contact Center Management (OCCM), and according to established policies and procedures, this position supports the design, development, implementation and support of enterprise OCCM applications. Makes recommendations and supports designs for these applications that creates a positive customer experience.
- Responsible for participating in all contact center technology projects from inception to implementation and post cut-over support.
- Responsible for assisting Application Administrator with overall design, expansion, and enhancements of contact center technology
- Knowledgeable about designs and assists with deploying new applications with other I.T. systems integration for the contact center technology including IVR and outbound dialers.
- Customizes IVR environments using required software such as Core JAVA and VXML or other.
- Supports applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.
- Supports designs and assists with validating dialing rules meet FCC regulations for all dialing campaigns.
- Application support including trouble-shooting, provisioning approved access requests, escalating issues.
Collaborates with stakeholders and users to synthesize, articulate and document business objectives and requirements Assist project leaders in coordinating deployment of deliverables. Maintains effective correspondence and in-person communication. Builds credibility, rapport and partners with others to understand their needs and provides conflict resolution, problem solving, and ability to drive consensus. Work in partnership with stakeholders to develop a solid knowledge base of business needs and technologies. Provides analysis and support for installed systems as well as system implementation and integration projects that require systems analysis, design, testing and implementation for specific modules or applications specific to contact centers. Is certified in the vended application as applicable. Configures, designs, develops or modifies applications via vendor tools or augmented tools developed within Mayo Clinic and is able to validate data integrity of changes introduced.
Works with customers to elicit requirements through a variety of techniques. Validates requirement information with customers to ensure completeness, correctness, and clarity. Validates the developed solution to ensure it satisfies the stated requirements. Functions as a liaison between clinical, business, and technical areas during the planning process. Builds credibility and rapport with customers to understand their needs. Manages small- to mid-sized projects. Contributes to software testing activities.
This role can be located at any Mayo Clinic campus, as business needs dictate. This role will have a hybrid schedule of on-site presence and remote work.
Qualifications
Bachelor’s degree and 2 years’ experience in business analysis, business administration, engineering, information science, health or science related field.
Additional qualifications
Has experience with modern Contact Center Applications. Has experience with leading workforce management and quality monitoring applications.
License or certification
Certified in vendor application design, build, configuration and testing, as applicable.
Exemption status
Exempt
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum salary every 2 weeks is approx $2,861.60, based on a full-time position.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
M-F, daytime hours
Site description
Category
Administration, Business, Finance
Job posting number
146891BR
Recruiter
Laura Percival
Equal opportunity employer
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
Expected salary: $2861.6 per month
Location: Rochester, NY
Job date: Thu, 18 Feb 2021 04:35:19 GMT
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