IT Systems Analyst

Akkodis is seeking an IT Systems Analyst for a Contract with a client in Phoenix, AZ. The ideal candidate will lead backlog definition and feature delivery while aligning Genesys Cloud and Dynamics 365 capabilities with business needs, supporting stakeholders, development teams, and contact center operations end to end.

Rate Range: $49/hour to $53/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

IT Systems Analyst Job Responsibilities Include

• Collaborate with product owners and business stakeholders to define project charter, vision, roadmap, and success criteria for Contact Center transformation initiatives.
• Create, manage, and prioritize the product backlog, including epics, features, and user stories aligned to business and operational needs.
• Coordinate and support new feature delivery processes across Contact Center Operations and Technology Enablement teams.
• Ensure effective alignment of Genesys Cloud Platform and Dynamics 365 capabilities with business requirements and operational workflows.
• Serve as a liaison between business users and technical teams, providing clear communication, guidance, and issue resolution.
• Manage and resolve ServiceNow tickets, delivering Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment.
  
  

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, Business Analysis, or a related field (preferred).
• 10 years of experience as a Business Systems Analyst or Senior IT Systems Analyst, with a strong focus on Contact Center operations.
• Proven expertise with Genesys Cloud Platform and Microsoft Dynamics 365, aligning platform capabilities with business requirements.
• Demonstrated experience supporting Contact Center transformation initiatives, including backlog management, stakeholder collaboration, and operational support via ServiceNow.
  
  

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Deep.Kumar@akkodisgroup.com.

Pay Details: $49.00 to $53.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

Requirements

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance
  
  

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.