Description:

Must have below listed skills:

Experience with WorkForceManagement and NICE Performance Management applications( like NICE ) that are used by the contact centers."

Under supervision, assembles, analyzes, and documents client’s business requirements

Defines high-level application, relationships, flows, implementation of business (processes, activities, functions, information), applications, and creates business and system use cases or functional specifications

Assists in the creation of business requirement documents (BRD) that set out project requirements including costs, objectives, milestones, and timelines

Performs business analysis and project management support for his/her area. Interprets data and provides analysis results to derive actionable insights

Assists in the development of detailed functional specifications including function models, process flow diagrams, and report and screen layouts

Assists in the presentation of recommendations and solution designs

Coordinates with the testing team in planning and executing system integration testing and regression testing

Participates in resolving any functional issue in the post-production environment during the cutover period

Supports the senior stakeholders in preparing user guides and providing user training

Good understanding of Agile methodology and SDLC

Knowledge of scripting and database languages such as Oracle PL/SQL, MySQL, etc.

Knowledge of project management tools such as JIRA/Confluence

Experience supporting business requirements for large-scale applications in the concerned domain

List the top three skills in order of importance and number of years of experience for each skill.

Intermediate knowledge of Tableau (2 years)

Intermediate knowledge of Excel (2 years)

Proven ability to work independently and deliver results (2 years)

What are the top three technology tools this resource must know using?

Jira, Excel, Tableau

Can you please provide a brief description of the daily duties using the technology tools above?

Maintain system configuration settings for NICE WFM and NICE Performance Management applications that are used by the contact centers. Troubleshoot issues/tickets and respond to emails. Assist with project work such as data entry to update system settings.

What are some job responsibilities specific to your team for this role?

Knowledge of basic NICE WFM & NICE Performance Management system administration

Knowledge of Tableau report creation/management

Application triage/troubleshooting skills

Knowledge article management

Change and release management coordination

Please provide any details that will be helpful for the Supplier to find the right candidate for the job.

Not required, but having some sort of contact center experience so they understand terminology like shrinkage and AHT or prior use of contact center tools used for scheduling (NICE WFM) or coaching (NICE Performance Management).