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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