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Call Center Telecom Business Systems Analyst
Synovus
Roswell, GA, United States
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Minimum Requirements
Required Education:
• Bachelor's degree in Finance, Economics, Computer Science or a related discipline.
Required Experience:
• Four (4) years of business systems work experience analyzing and administering departmental or business unit specific software, systems, or database platforms, with demonstrated professional growth and achievement in an organization of comparable size and industry. Demonstrated experience managing low to mid-level projects.
Required Knowledge, Skills, & Abilities:
• Working knowledge of computer program design/applications, work flow analysis and system program logic.
• Knowledge of the business unit/departments operations and administration.
• Knowledge of the business unit/departments products and services.
• Working knowledge of performance monitors and debugger tools.
• Knowledge of networking and distributed computing concepts.
• Multi-tasking skills and the ability to work in a fast-paced, rapidly changing, environment with competing demands.
• Negotiation skills and the ability to mediate between wants, needs, and deliverables.
• Excellent interpersonal, communication, and presentation skills; and the ability to facilitate information in a clear and concise manner.
• Ability to solve problems independently, quickly, and completely as well as communicate them clearly to upper management.
• Ability to effectively adapt to rapidly changing technology and apply it to business needs.
Job Description
Job Summary:
Responsible for systems support and services, this includes but is not limited to: maintain an effective working relationship with software and outsource vendors, test and coordinates the implementation of new releases or system enhancement installations, identify and correct system related errors, respond to special customer reporting needs. Serves as a liaison between staff, Information Technology, and software vendors. Plan, coordinate and implement conversions, develop and implement disaster recovery plans, and training programs related to business systems. Develop and produce reports for management and staff; seek ways to apply technology to business processes. Operate with some latitude for un-reviewed action and decision making within the framework of the jobs primary duties and responsibilities. May act in an advisory capacity, making recommendations which may have important bearing on the way business is conducted within the business unit.
Job Duties & Responsibilities:
• Develop and maintain business relationships with staff, Information Technology personnel, and managers. Provide business and technical solutions to end-users by overseeing the required resources needed to find solutions. Prioritize requested business unit information solutions to ensure resources are applied to the highest priority activities. Provide training and end-user support.
• Analyze and evaluate new technological advancements and productivity enhancement tools. Interact with managers and supervisors to determine requirements for new or modified software and hardware products. Oversees system upgrades and periodic testing and the implementation of contingency plans to ensure the availability of applications in case of system failure, ensures system backups have been executed and offsite data storage is maintained for sub-systems.
• Perform basic systems security functions, detecting and reporting on erroneous input of system data which may impact applications through periodic self-testing. Correct and implement system programs and procedures discovered through internal and external system reviews. Coordinate and schedule system maintenance activities. May coordinate and monitor data transfer. May serve as a security office for user ID's and access permissions.
• Work with end users in designing, writing, developing, and maintaining relational database reports and outputs. Maintain a stockpile of standard reports templates and queries from which a customized report can be developed.
• Develop and administer end-user support programs. Track and record functional user support requests, determine additional training needs. Consult with subject matter experts to develop alternative technical solutions; advise on options, risk, cost versus benefit, and impact on other business processes and system priorities.
• Maintain and manage relationships with external vendors as they relate to training and/or the renewal of contracts. Participate in new product development efforts.
• Serve as a project lead on low to mid level projects, or as a key contributor providing systems related information. May assist with training and developing junior team members.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Perform other related duties as assigned.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.