Command Center Support AnalystPosition: ContractWork Location: UHG facility Eden Prairie, MN, but telecommuting allowed at this time.Interview Process: Initial interview will be a 30 minute audio call may be followed by another round or two with other team members.This is a position which will allow you to leverage both your technical, and data analysis skills, along with your business acumen to drive improvements in reactive and proactive response to technical issues that may impact the many contact centers within the UnitedHealth Group umbrella.You will be part of a command center monitoring, trending, and analyzing incident and alert data, and liaising with the technical teams providing triage and critical communications.Work experience in any type command center environment monitoring and reacting to technology issuesExperience and understanding of call center technology and managementThe Omni Channel Command Center is an operational support team consisting of 6 individual contributors with similar skill sets, that provide issue escalation monitoring triage across all Omni channel technology stacks.Be curious in order to support and work with highly functional Agile SRE teamsMonitor and react to alarms, and incidents, and provide tier 3 triageAssist in coordinating teams in resolution efforts of complex IT issueUse appropriate tools to trend and analyze incident alarm data to identify opportunities to improve platform stabilityUnderstand Design & Build functions of Telephony EnvironmentOngoing daily support of voice/data activities, operational issues, and key KPI’sEngage/support leaders of end users and facilitate resolution of call center technical issuesDemonstrate business and industry knowledgeData analysis to provide recommendations resulting in IT process improvementsCommunication and collaboration between business and IT2 or more years' experience in call center support positions2 or more years IT experience in a large enterprise environmentExperience with MS Power Point, MS Excel, MS Word, SharePoint, and VisioPrior experience with large to very large enterprise environments that include multiple site locationsExperience with monitoring tools(Splunk, Interlink, etc.)Must be self-motivated, positive, energetic, confident, and ethical with a drive for resultsExcellent verbal and written communication skillsAbility to balance multiple priorities utilizing excellent time management, organizational, and prioritization skillsPrior experience with telephone switch programming on an Avaya, Cisco platforms and Genesys platformsKnowledge of call routing by utilizing ICM, Avaya PBX, Genesys and related systemsKnowledge of/experience with Business Intelligence tools such as Tableau, MicroStrategy, etc.
Command Center Support Analyst | Minnesota hybrid | OMN | in eden prairie at Unknown Company
This position is listed as contract and onsite.