501734 Business Systems AnalystWork Location: Hybrid
Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.
Relocation: N/A
The Business Systems Analyst supports the SEVP Response Center (SRC) Level I team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.
Job Duties:
- Administer Avaya/Calabrio access for Level II staff
- Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen-Pop/Soft-Phone applications and reporting systems.
- Serve as liaison between business units to resolve routing issues and support upgrades.
- Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO
- Conduct daily testing and analysis of systems to assess performance.
- Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly).
- Recommend improvements to processes, procedures, and system workflows.
- Maintain and upgrade support tools and telecom/contact center reports.
- Provide decision makers with actionable system-related recommendations.
- Design and develop reporting tools capturing key operational metrics.
- Support resolution of day-to-day system and interface issues.
- Monitor and analyze service-level trends to identify opportunities for improvement.
- Document and report all system changes, maintaining definitions and structures.
- Lead analysis workstreams or small project efforts as assigned.
- Perform additional duties as required.
KNOWLEDGE, SKILLS, & ABILITIES:
A minimum of ten (10) years of hands-on experience with the following technologies and competencies:
- Contact Center operations software (Avaya, Genesys, NICE, Cisco).
- Automatic Call Distributors (ACD).
- Interactive Voice Response (IVR).
- Knowledge base software.
- Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers.
- Advanced troubleshooting and problem-solving abilities.
- Strong skills in analyzing complex problems, processes, and systems to propose solutions.
- Ability to quickly learn new systems, technologies, and processes.
- Strong oral and written communication skills.
Desired Experience- Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features.
- Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates.
- Experience in telecommunications architecture, system analysis, and networking.
- Experience with scripting languages such as Python, Java, SQL.
- Experience querying databases (SQL expertise preferred).
- Experience with CRM, SharePoint, and Microsoft Office.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience presenting complex information clearly to all organizational levels.
QUALIFICATIONS:
- ITILv4 certification required within 30 calendar days of onboarding.
- Bachelor's degree in a related technical discipline preferred but not required.
