Command Center Analyst Job Description

Command Center Analyst Job Description

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Command center analyst provides reporting from various data sources in order to quantify call arrival, Average Handle Time changes, and other call center metrics to serve as documentation of realized impacts to process improvement.

Command Center Analyst Duties & Responsibilities

To write an effective command center analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included command center analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Experience with Incident Management, Customer Communication overall coordination of resolution when other groups / tech stack is involved
The SOC Analyst is involved in incident response situations on a daily basis, identifying potential impacts
A SOC Analyst will be part of a team responsible for situational security awareness by gathering information from a variety of sources, then normalizing and correlating the information
Compose and track incident Informationals to resolution
Monitoring real-time performance of phone queues and making just in time adjustments as needed
Generate staffing schedules which are aligned to foretasted call volume, productivity and operational objectives
Perform routine reporting and analysis of Contact Center performance
Assist and provide coaching to direct reports with day to day business responsibilities, while maintaining effective relationships with our business partners
Perform less complex reporting and analysis resulting in recommendations for the business unit based on their needs for major and minor process improvements, small to medium projects within business unit
The SOC Analyst will be part of a team responsible for situational security awareness, gathering information from a variety of sources, then normalizing and correlating the information, providing real-time detection and response services for incidents that directly or indirectly impact the firm’s employees, facilities, or operations

Command Center Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Command Center Analyst

List any licenses or certifications required by the position: ITIL, CE, GPA, CCNA, COTS

Education for Command Center Analyst

Typically a job would require a certain level of education.

Employers hiring for the command center analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Business, Education, Engineering, Finance, Information Technology, Business/Administration, Law Enforcement, Military, Technical

Skills for Command Center Analyst

Desired skills for command center analyst include:

Along with Database and Mainframe are
Listed functions
DWDM
OCx
Transport and transmission systems relevant to SONET
Average handle times
Call center agent availability
Call center service level adherence
Ethernet and IP Services
Queue time

Desired experience for command center analyst includes:

Knowledge of service operation technology is preferred
Strong analytical experience is preferred
Monitor and support site and regional crisis management conference calls, gathering and providing intelligence and information (weather, travel, security ) as required
Conduct Pro-Active Research into potential risks
Ability to identify innovative solutions with follow up and follow through
Analyze events from various information sources within the environment and action any potential security concerns

Command Center Analyst Examples

1

Command Center Analyst Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of command center analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for command center analyst
  • Provide regular feedback to enhance our security monitoring, response and controls
  • Provide mentorship to other Cybersecurity Analysts
  • Develop and oversee reporting that provide analytics and metrics to the global Cybersecurity Command Center
  • The SOC Analyst will be responsible for working night shifts
  • Rotating On-Call and rotating Weekend coverage is a mandatory function of this role
  • Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
  • May distribute workload among team members
  • Ability to create, deliver and analyze reports using Business Objects or other relational database extraction tools
  • Maintenance and/or development of daily/monthly reporting including but not limited to the Servicing Call Center, Loss Mitigation, Correspondence and Research and other groups as necessary
  • Must have experience with Call Center and Financial Reporting, Key Performance Indices, and website and telephony applications
Qualifications for command center analyst
  • Comprehensive understanding of TCP/IP, Web, Linux, Windows and related technologies
  • Strong understanding of regular expressions and pattern matching
  • Ability to conduct packet analysis using common tools such as tcpdump, tshark, Wireshark
  • Understand intrusion tools and techniques and detection methods at both the network and host level
  • Understanding of common detection and prevention technologies such as AV, IDS/IPS, DLP, Proxy, Firewalls, etc)
  • Experience analyzing malware through static or dynamic analysis
2

Command Center Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a command center analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for command center analyst
  • Provide guidance and day to day support for the Servicing Group including technical support
  • Experience participating in successful projects with cross functional teams and departments
  • Ability to work a flexible schedule outside of typical business hours
  • Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents
  • Ensure that the Incident management documentation process is being performed with high level of quality
  • Generate reports on a adhoc or reoccurring basis using incident data from ServiceNow
  • Responsible for identifing potential problems and/or trends of repetitive Incidents
  • Escalate all process issues or concerns to the Incident Management Supervisor
  • Update TCC monitoring documentation
  • Performs the administrative tasks necessary to support activities within the TCC
Qualifications for command center analyst
  • Experience writing SQL queries for data extraction and analysis preferred but not essential
  • Experience with IEX, eWFM, Verint, or other workforce management systems preferred
  • College degree or 3+ years of experience working in a Network Operation Center (NOC) customer care/customer support role or colocation environment
  • Minimum of 1 year ServiceNow experience
  • Computer Science / IT degree or equivalent experience
  • ITIL foundations V3 certified
3

Command Center Analyst Job Description

Job Description Example
Our innovative and growing company is looking for a command center analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for command center analyst
  • Friendly tone through written and verbal correspondence
  • Provide concise, thoughtful, and deliberate responses
  • Accountability for one’s actions/work
  • Treat customer concerns with high importance
  • Working knowledge of supporting software including
  • Document all problems & issues encountered during the shift
  • Assist with the evaluation, analysis, and development of reporting and analytical tools to analyze department, market and corporate performance indicators
  • Support the development and maintenance of daily, weekly, monthly and quarterly reporting of facility, market, division and corporate reports simultaneously
  • Collaborate with key decision makers to identify and solve a variety of problems and clarify management objectives
  • Break systems into their component parts, assign numerical values to each component and examine the mathematical relationships between them
Qualifications for command center analyst
  • Ability to maintain confidentiality with regard to company information
  • Ability to recognize and report suspicious behavior and activity in or in close proximity to owned or occupied properties
  • Ability to manage information and technical security programs and understand the relationship of security and its effects on business operations
  • Experience with data center facilities, and telecommunications
  • Collaborate with system owners in the organization to ensure successful implementation of chosen problem solutions
  • Work with Senior Director to implement, maintain and troubleshoot outside vendor software and technologies
4

Command Center Analyst Job Description

Job Description Example
Our innovative and growing company is looking for a command center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for command center analyst
  • Provide guidance, training, and technical support to department staff on all department related software
  • Adhere to the policies and procedures in regards to database infrastructure and data security within the department and those set for by CHS
  • Interfaces consistently with internal and external customers
  • Assists with QA/QI of data, phone calls and reports as requested by Access Center Leadership
  • Coordinates and leads compliance initiatives as requested
  • Provide systems availability monitoring and reporting/escalation services
  • Provide systems diagnostics monitoring and reporting/escalation services
  • Monitor the Remedy ticket queue and assign tickets according to SOPs
  • Provide a timely response to customer queries for assistance
  • Perform routine Data Center environment checks
Qualifications for command center analyst
  • Familiarity of data modeling, normalization and joining of disparate data sets
  • Familiarity and / or experience with various databases (Oracle, Microsoft SQL Server, Access)
  • Ability to mine and extract data from various information sources (flat files, spreadsheets, databases) via ETL tools
  • Proven ability to build SSIS / DTS packages for data transformation
  • Ability to offer leadership recommendation and / or forecasting based on analysis of data
  • Familiarity with data warehousing concepts, architectures, and offerings (Cognos, HBI, Business Objects, Hadoop, Power BI, Tableau)
5

Command Center Analyst Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of command center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for command center analyst
  • Performs the duties in accordance with department standards and the Analyst job description
  • Resolve IT service events, incidents and problems escalated by Level 1 GCC Coordinators
  • Follow, execute, and maintain runbooks to resolve application incidents
  • Ability to navigate through monitoring dashboards such as Splunk and Dynatrace to analyze application issues
  • Follow and execute incident, problem, request, release, change, knowledge and continuous improvement processes
  • Collaborate with GCC staff, vendors and stakeholders to assess severity and scope of events and incidents in order to prioritize resolution
  • Engage Level 2/3 engineers when necessary to resolve incidents and problems
  • Contribute to the creation and maintenance of GCC standard operating procedures and knowledge articles used by the GCC staff
  • Develop and document workarounds that quickly restore IT service
  • Develop knowledge of critical business processes and related application interactions
Qualifications for command center analyst
  • Knowledge of report building solutions (Crystal Reports & SSRS)
  • Design and create reports to fulfill customer requirements
  • Proven ability to multitask, working on multiple projects with overlapping demands
  • Occasionally perform necessary duties outside of normal business hours
  • Ability to work independently, in conjunction with IT and/or ancillary teams
  • Ability to research, understand and explain healthcare services, volume, utilization and reportable data

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