Systems Access Specialist

Gaithersburg, MD 20878

Posted: 01/11/2019 Industry: Other Area(s) Job Number: 33219

Systems Access Specialist

This role is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, and partners. This individual is accountable for the following Access Services systems: Telephony, customer relationship management (CRM) application, quality assurance, workforce management, knowledge management, reporting application, 3rd party integrations, Windows and Access Services related applications.

Responsibilities on these systems include operations support, maintenance, research, and development to ensure continual innovation. 

Required:

• Three to Five years of system administration experience 

• Experience with contact center technology

o Telephony including ACD/IVR

o Quality Assurance tools

o Workforce Management application

o CRM

• Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals 

• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice

• Basic knowledge of SQL

• Production support and incident/change process management

 
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