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IT Analyst II

  • Location: Madison, Wisconsin
  • Type: Contract
  • Job #3179

Our partner is looking for a Solutions Analyst. Typically their days consist of working with a cross-functional team supporting various external- and customer-facing technologies, with specific focus on contact center telephony software. They are looking for a yearlong contractor. 

What You'll Do:

  • Following general instructions, ensures critical review points and quality assurance controls are included in all application development projects
  • Develops cost estimates associated with recommended system development solutions
  • Assists in defining user stories and participates in workshops, data and process modeling, and prototyping sessions
  • Assists in ensuring business and technical needs and opportunities are identified and satisfied throughout solution development
  • Assists in the gathering and analysis of information required for proper technical design, including the identification and evaluation of purchased package solutions
  • Works with data/database administration functions to ensure proper design of system databases and appropriate integration with other corporate and contact center data
  • Assists with analyzing information and business process flows to integrate new applications with existing applications
  • Performs testing for moderately complex systems, and assists other analysts in testing complex systems
  • Helps develop critical measures to test function and system performance improvements
  • Assists business team in identifying training requirements to support application and other information technology use
  • Required to participate in an on-call support rotation
  • Occasional after hours and weekends are expected
  • May interact with security and infrastructure areas to recommend appropriate security and control factors and infrastructure requirements for applications
  • Performs work under the direct supervision of a Manager.

What You'll Bring:  

  • Education Level Field of Study Required/Preferred Bachelor's Degree Information Technology Preferred Required Experience
  • 3 years of contact center support related experience. Preferred Experience
  • Knowledge of cloud and/or on premises contact center applications and technologies
  • Knowledge of CRM solutions and contact center integrations with those solutions
  • Knowledge, Skills, and Abilities
  • Demonstrated knowledge of concepts of information technology 
  • Demonstrated knowledge of telephony/customer contact center technologies, including IVR, call routing, and call recording 
  • Demonstrated ability to implement standard analysis, programming, and testing techniques
  • Ability to determine the use of appropriate current information processing technology, applies logical reasoning to moderately complex situations, and analyze problems of a moderately complex nature and derives workable solutions
  •  Advanced ability to develop and maintain telephony business applications
  • Familiarity with relational databases (SQL Server/Oracle)
  • Familiarity with Windows Server and Linux/Unix platforms
  • Demonstrated effective interpersonal, verbal, and written communication skills
  • Ability to work effectively in a diverse work environment


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