Configuration Analyst

Shift : Monday-Friday 8:00-4:30 CT (flexible hours)

What level of experience, certifications, and specific skills are required?

1. 1-3 years Genesys Cloud experience

2. Experience updating and maintaining data tables

3. Experience managing operating schedules and schedule groups.

Summary:

The Consulting Configuration Analyst of Patient Contact Operations role is a key member of the Company's Contact Center Operations Support team with the responsibility of working with the Director – Contact Center Optimization to collaborate with cross-functional teams to define and document configuration management requirements, ensuring accurate and up-to-date configuration data.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

• Maintaining the configuration management database.
• Oversee the tracking, identification, and control of configuration items throughout their lifecycle.
• Develop and maintain configuration management plans, policies, and procedures to adhere to industry standards and regulatory requirements.
• Conduct comprehensive configuration audits and reviews to ensure consistency, accuracy, and compliance.
• Conduct monthly scans of all environments.
• Maintain version control of operational configurations for hardware and software.
• Participate in the selection and deployment of configuration management tools and systems.
• Work closely with stakeholders to resolve configuration-related issues and discrepancies.
• Stay current with industry trends and best practices in configuration management.
• Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
• Translates and documents requirements into detailed program designs to present to leadership
• Manages small projects, tracks project progress, identifies risks, communicates risks, status, and assesses potential impacts to the business.
• Sphere of influence – Mid to upper management
• Skilled at performing database queries of the application database to provide data
• Committed to and supportive of all policies and procedures and the monitoring and enforcement of them.
• Completes work independently with limited supervision.
• Provide guidance to all levels of Management and other applicable leadership to resolve internal and external needs or issues.
• Adheres to Code of Conduct.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.
• Strong attention to detail including proven ability to prioritize competing initiatives simultaneously.
• Robust analytical skills with the ability to use solid troubleshooting techniques with data analytics.
• Ability to think tactically, persuade stakeholders, and execute methodically.
• Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
• Experience in related industries a plus (e.g., healthcare, contact centers, financial, data analytics and processing).
• Experience with Microsoft Excel, Teradata and SQL server preferred.
• Creative, entrepreneurial approach to configuration/technology possibilities.
• Knowledge of hardware and operating systems.
• Proven ability to identify issues and recommend solutions to others.
• Experience with all phases of complex projects, including ideation, development, and implementation.
• Experience with creating and presenting reports to all levels of corporate structure.
• Knowledge of Contact Center Configuration/Reporting/Dialer
• Knowledge of the Genesys Cloud Platform preferred.

COMPETENCIES FOR THE ROLE:

• Strong communication skills – Strong verbal and written communication skills. Ability to ask probing questions and listen to understand and document business needs/issues. Communicates clearly and concisely. Able to develop and deliver formal presentations and lead meetings with management.
• Problem Solving / Decision Making – Obtaining information and identifying issues and relationships relevant to achieving a goal or vision; committing to a course of action to accomplish a goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
• Customer Focus – Seeks to understand the customer, creates customer-focused practices to prevent issues, and assures customer satisfaction.
• Planning and Organizing – Establishing courses of action for self and others to ensure work is completed efficiently. Able to manage a number of projects/assignments.
• Quality Orientation – Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over several time period cycles.
• Continuous Learning – Identifying new areas for learning; creates and takes advantage of learning opportunities; consistently gains knowledge and skill on the job and learning through their application.
• Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.
• Innovation – Views difficult situations and/or problems as opportunities for improvement resulting in innovative solutions while trying different/novel ways to embrace change.
• Tactical Execution – Oversees the development, deployment and direction of complex programs and processes along with back end audit confirmations.
• Project Management – Assesses work activities and allocates resources appropriately.
• Organization – Proactively prioritizes needs and effectively manages resources.

EDUCATION:

• Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required.
• Equivalent relatable experience may substitute degree requirement.

EXPERIENCE:

• 5 years of experience in related positions for Configuration/Contact Center
• Healthcare/Contact Center/Genesys Cloud experience is preferred