Atos posted a job you might be interested in April 27, 2014 at 07:52PM

Atos



Business Process Analyst

Cincinnati Area, US - Information Technology and Services

Provides documented processes used by Tier 1 & 2 representative to troubleshoot and resolve customer issues. The Process Analysts is technical and has advanced troubleshooting skills and the ability to solve a combination of known and unknown problems/incidents. Candidate must have former BES experience.

QUALIFICATIONS:

• 2+ years’ experience in supporting a scalable, mission critical, enterprise Level 3 Enterprise Messaging environment

• 2+ years’ experience supporting back end Mobility server applications, Blackberry or Good for Enterprise.

• 2+ years’ training experience on Mobility server applications, Blackberry or Good for Enterprise.

• Troubleshooting experience

• Excellent written and verbal communication skills, including the ability to write effective Operations support documentation.

• Prior 24x7 support experience

• Ability to interact effectively at varying levels of the business and technical organizations, including management

RESPONSIBILITIES :

1. Process:

a. Read and understand statement of work for assigned account(s) and ensure Service Desk adherence to contracted service support

b. Identify, document and maintain account(s) support processes including:

i. Create, correct, and maintain routing instructions in current call tracking system

ii. Submit account information/contact/escalation changes to the Knowledge Management Team

iii. Document and submit account technical solutions to the Knowledge Management Team for knowledge base updates

c. Perform account case audits to ensure process compliance.

d. Proactively seek improvements and enhancements to service support

e. Analyze account(s) data and provide weekly/monthly trend reporting to Service Desk Management for internal improvements

2. Technology:

a. Utilize account specific tools to ensure Agents have the proper access and training to provide service support

3. Training:

a. Responsible for training documentation, testing materials, and performing account specific process and technical training for all agents supporting assigned account(s).

4. Communication:

a. Escalation of account or Service Desk process failures to operations management personnel.

b. Provide feedback to Account Teams and Operations management via conference calls, reports, etc. on status of account activities

c. Professional and effective communications with Agents, PMO’s, Customers, and Management

5. Leadership: Support leadership initiatives to improve and enhance service support within the Service Desk. Receive and handle calls when required to assist team in meeting metrics requirements.





No salary provided



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