System Analyst - Minot, United States - Morph Enterprise

Description

Job Description

Hybrid - 3 days onsite

Objective:

• Collaborate with the Operations Development and Support department and other DLV departments on development and analysis of operations data to support day-to-day operations and process improvements to maximize revenue production, cost savings and process efficiency.
• Assist with maintaining the performance of telecommunications processes and services. Assist with systems development projects, enhancements, and improvement efforts as needed.

Job Description:

• Develop, implement, and analyze reports to track operational data, in-house booking and operational performance for the Customer Engagement Center.
• Participate in and lead cross-functional efforts to implement Operations Center process efficiencies, both technical and procedural.
• Support voice communications administration, including, but not limited to, messaging, hours of operations, call flows, IVR, and other voice-related equipment and processes.
• Prepare OPSCenter file for payroll processing; including, but not limited to, corrective adjustments, incentive payouts, and updating employee wage rates.
• Analyze end user's data needs and develop user-oriented solutions to interface with existing applications.
• Guide user departments through the expectations of the user group during the definition, development, testing and delivery process.
• Provide support to users experiencing system-related issues and questions.
• Create and code applications, as needed, based on requirement definitions, complying with department standards and formulating project timelines.
• High Accountability Functions: Apply business and quantitative skills towards insightful analysis and practical business solutions on projects related to the Customer Engagement Center performance, both operational and revenue.
• Engage various departments across the Customer Engagement Center to improve internal processes, provide long-term value to DLV Vacations, and deliver proactive solutions that support effective management decision-making.
• Serve as internal consultant, collaborating with Customer Engagement Center departments to deliver high-quality analytical tools and dashboards aimed at improving CEC performance.
• Create, write, and present analytical findings and recommendations to leaders and participate in discussions by delivering action-oriented solutions in a concise and professional manner.
• Initiate and conduct ad-hoc analyses on issues throughout the CEC as required.
• Work with the various Customer Engagement Center departments, IS Department and other internal DLV departments to diagnose operations systems issues and determine and implement solutions.

What You Need To Succeed (minimum Qualifications)

• Must have the ability to work independently as well as within a team environment.
• Must be able to effectively and professionally communicate with management and staff as well as demonstrate sound judgement/reasoning skills.
• Ability to prioritize and successfully manage multiple projects/deadlines simultaneously.
• Must be detail-oriented and have strong analytical, organizational and proofreading skills.
• Ability to define problems, collect data, establish facts, draw valid conclusions and solve problems in a timely and accurate manner.
• High School diploma or general education degree (GED) required.
• Bachelor's degree from a four-year college or university; or equivalent work experience; or equivalent combination of education and experience required.
• Programming logic and web application design knowledge required.
• Experience with relational databases (MySQL, SQL Server, Oracle, DB2, Informix) required.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.

What Will Give You a Competitive Edge (preferred Qualifications)

• Knowledge of one or more of the following programming languages/packages (Python, JavaScript, Java, .Net).
• AWS Connect experience.
• Knowledge of DLV programs, policies, procedures and reservations systems.
• Prior experience writing technical documentation.