Senior Systems Analyst and Administrator

Responsibilities

Execute, and document platform's administrator changes.
Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, Service Desk etc.), vendor, and end-users to provide accurate and effective resolutions to issues on the various components of the solutions.
Provide effective written and verbal communications to users, stakeholders, and vendors regarding the status of incidents, changes, and other initiatives that he/she will be responsible for. 
Work with Major Incident Management team, Customer Engagement Manager and Vendors to help bring resolution to incidents and ensure communication to stakeholders both business and IT.
Escalate issues that require executive attention.
Perform system analysis duties on various platforms and provide documentation of required processes.
Work with business users, and stakeholders to assess, and document business requirements on new initiatives, and projects.
Gather user and system requirements through open-ended discussions, JAD, and brainstorming sessions.
Prepare, and design workflow diagrams and process workflows.
Manage system improvements in coordination with business groups and vendors.
Manage and support issues on integration with other systems.
Lead initiatives to enhance platforms capabilities.
Coach, mentor, and train other (business and IT) members on the use of the various components of the platforms and their best practices.
Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met.

Skills

Must have strong analytical and problem-solving skills.
Must have excellent verbal and written communication skills.
Ability to effectively communicate technical matters.
Ability to gather business requirements and translate them into functional requirements.
Must have strong knowledge of customer experience expectations in a service environment.
Experience in technical systems analysis in a related industry.
Ability to define, manage and exceed customer expectations.
Strong intellectual curiosity and capacity for professional growth.
Experience in project management.
Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
Perform with a strong sense of urgency.

Qualifications

BA/BS degree in Business, Computer Science, Management Information System, or related field.
5+ years direct work experience in a relevant industry.
Demonstrated analytical background, experience managing vendor contracts and implementations.
Deep knowledge of Queue management and other service center related applications a plus.
Knowledge of end-to-end systems.
Knowledge of ITIL processes and service delivery.
Knowledge of requirements gathering and elicitation techniques.
Ability to work independently and within a team environment.
Prior experience on projects with federal, state, or local government desired but not required.