Contact Center Analyst - SPD

(Hiring salary will be based on experience, credentials, internal pay equity, and statewide rules.)

GENERAL DESCRIPTION:

The Team Georgia Marketplace initiative continues to grow with the addition of this Contact Center Analyst position.  We are seeking an individual with strong technical PeopleSoft and customer service skills lead the day to day efforts of analyzing customer business needs and issues. This role also extends into tracking and control of resources and staffing for the help desk, working under minimal supervision and serving as an expert assigned area.

Job Responsibilities:

Analyzes customer business needs and participates in the planning, design and implementation of new or enhanced systems

Analyzes information to determine nature and extent of customer’s requirements and concerns

Develops and/or executes change management plans for transition to new systems

Consults with vendors or technical staff to insure that functionality of automated system is consistent with adherence to laws, regulations, and best practice standards by users

Documents business processes for users of new or upgraded system

Tests or coordinates testing of new installations or upgrades

Assists in the development of standards and procedures for use in new or enhanced existing systems

Provides customer support in the maintenance of systems

Administers training for business users

Participates in evaluation of new technologies or solutions to improve service and efficiency of systems

Researches and analyzes system/user problems by applying a variety of analytical and research techniques

Participates in the establishment of standards and procedures to be used in the development of systems

Technical Competencies

Ability to research, analyze information and make recommendations

Ability to determine function needs and system requirements

Ability to develop solutions based on analysis

Ability to evaluate existing systems and understand their structure and component parts

Knowledge of applications and inter-relationships with programs and/or systems

Ability to prepare models, diagrams and layouts

Knowledge of business processes

Ability to apply standards and methodologies

Knowledge of customer needs and business requirements

Ability to analyze system and data to determine extent of problem or error

Ability to work with other IT units/staff to diagnose problem

Telephony Competencies

Ability to obtain client information by answering telephone calls in a call center environment, interviewing customers and verifying information.

Ability to document customers inquiries and escalate customer’s additional needs through a Customer Relations System (CRM)  

Ability to inform customers by explaining procedures, answering questions and providing information.

Able to maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures.

Updates job knowledge by studying new product deployments and participating in educational opportunities.

Required Skills

Excellent verbal and written communication skills

Ability to actively listen, comprehend customer’s needs and accurately deliver information

Superior customer service skills

Ability to multitask with a strong attention to detail

Ability to project and maintain a professional demeanor in a call center environment

This position may require some travel.

Completion of a pre-employment background check is required.

DOAS participates in a hybrid work environment and

telework is encouraged with some days in the office required.

MINIMUM ENTRY QUALIFICATIONS:

·         High school diploma/GED;

·         OR two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent. 

Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.

PREFERRED QUALIFICATIONS:  Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the following items below.  PLEASE CLEARLY INDICATE YOUR KNOWLEDGE OF THESE QUALIFICATIONS ON YOUR RESUME.   

Three years of experience in help desk, call center or systems support environment

Experience working with PeopleSoft Financials

Experience working with Procurement Applications Systems in a call center environment

Experience using a cloud based application such as CRM, ACD call platform

Applications accepted at Team Georgia Careers

Due to the volume of applications received, we are unable to provide information on application status by phone or email.  Only those applicants selected for an interview will be contacted by the hiring agency.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

DOAS is an equal opportunity employer.

When applying for this position, you will be asked if you meet the minimum qualifications for this position as stated below and may possibly be presented with additional questions to assess preferred qualifications.   Preference will be given to applicants who meet one or more of the preferred qualifications and have demonstrated experience clearly indicated in their work history.