IT Systems Configuration and Programming Analyst

The IT Systems Configuration and Programming Analyst works closely with customers, business analysts, team members, and vendors to provide full life-cycle management, including planning, designing, configuring, documenting, testing, implementing, maintaining, supporting, and retiring, of contact center solutions that meet business and organizational standards, constraints, and requirements..Application Service ManagementManage assigned contact center applications and service deployments through the full life cycle in accordance with relevant policies, standards, regulations, laws, and best practices.Monitor contact center applications for performance, integrity, and security in accordance with relevant policies, standards, laws, and best practices.Plan, install, configure, and maintain necessary production and non-production environments related to contact center applications on workstations.Monitor for upgrades, patches, updates, installs, and keeps version software current on production and test environments.Maintain and use testing and validation processes to assure integrity and stability of software applications.Work within the change management process for all configuration changes to software applications and related environments.Work with customers and OIT colleagues to maintain documentation for software applications such as Service Level Agreements, Memos of Understanding, Service Definitions, Run Books, and Playbooks.Work with OIT colleagues to facilitate and coordinate resources needed to support the software applications including servers, network, firewall, database, identity, monitoring, backup, security, project management, architecture, and communication.Monitor financial costs of operating software applications including those related to operational and backup resources.Communication and CollaborationProvide project communication with customer, management, and project management office for the purpose of having a common understanding of project results and goals.Incident Response and SupportResolve customer reported applications issues.Work with vendors to correct software defects by installing fixes or managing user expectations of product use.Other duties as assigned.High school diploma.Two (2) years of related contact center management work experience, or two (2) years of any equivalent combination of education, experience, and training..Bachelor's Degree with coursework in computing or information systems.Two (2) years of related contact center management work experience.