Voice Support Analyst (Mon-Thur, 12Pm-10:30Pm Cst)

US Bank Saint Paul , MN 55102

Posted 3 days ago

As a part of the Voice Production Command Center group at US Bank, you will be accountable for driving voice centric issues to resolution, process improvement, and documentation. In this role, you will be responsible supporting US Banks Voice Network hardware and application support including; Avaya Communication Manager, Cisco Call Manager , Avaya Proactive Contact Dialers, SIP, Acme SBC, Avaya VoIP, Cisco VoIP, Nortel Option, NICE and Intervoice IVR's.

Core Responsibilities:

  • Respond to complex problems escalated by US Bank staff pertaining to all voice network related hardware and software in production supported by the Production Command Center.

  • Provide technical guidance and consult with vendors and other US Bank Voice / Data Network support areas to identify and resolve complex client problems.

  • Ensure that HP ITSM incidents, problem records and change tasks are properly documented, support groups notified, and issue resolution to prevent production impact.

  • Ensuring that risks are identified, communicated, and mitigated.

  • Leading multiple work efforts simultaneously and coordinating across multiple teams on a daily basis.

  • Work collaboratively with all work groups and business areas to build positive business relationships

  • Providing clear and concise communications to management and executives on status, issues, and risks.

  • Participating in the creation and improvement of production command center support processes.

  • Collaborates with other IT staff in developing solutions to known problems to ensure the availability of production.

Basic Qualifications

  • Associate's degree or equivalent work experience

  • At least 3 years of experience with a data center operating environment, day-to-day operational requirements, and the operation of production systems and equipment.

Preferred Skills/Experience

  • 3 years of Avaya Call Center related experience

  • 3 years of Cisco Call Manager related experience

  • 3 years of working hands-on with all aspects of the System Development Life Cycle

  • Prior experience building effective and collaborative relationships within a complex environment

  • Must possess demonstrated strong communication skills, both verbal and written

  • Familiarization with HP ITSM or similar ticket tracking system

  • Skilled in MS tools: Visio, Excel, Word, PowerPoint, MS Project and Lotus Notes

  • Avaya, Cisco or other related certification

  • Experience in working with 3rd party vendors

  • Technology/Software Development background

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Voice Support Analyst (Mon-Thur, 12Pm-10:30Pm Cst)

US Bank