Description:The role of the Dialer Senior Technical Analyst is to provide technical and operational assistance for the Aspect predictive dialers. This includes both production support (resolving trouble tickets to support daily business operations) and minor system enhancement requests (automation scripting changes, messages, etc.). The Dialer Support Analyst will partner with Operations, other IT groups, and the dialer vendor to troubleshoot, diagnose and resolve production problems. Work efforts must comply with Service Level Agreements (SLAs) and Citi standards for incident management, change control and documentation.
. Provide on-call coverage (24/7) for dialer trouble tickets · Gather necessary data / examples to diagnose problem · When appropriate, open and manage vendor support requests· Develop or determine problem resolution· Test resolution on development system· Obtain operational approval of test results and implementation plan· Follow Citi IT change implementation requirements · Participate in required conference calls for severity 1/2 issues· Ensure prompt resolution and SLA compliance. Implement minor system enhancement requests· Assess deliverables, identify critical paths and dependencies· Estimate time and cost requirements· Establish development plan, schedule, and risk / contingency plans· Test any system changes in development environment prior to implementation· Coordinate scheduling and implementation of request solution· Follow Citi IT change implementation requirements · Communicate request status to the internal Citi customers. Document timely status updates on assigned trouble tickets and maintenance requests.
Technical Knowledge: .Bachelors degree in computer science, a related field of study or equivalent work experience.OS – Unix, Linux and Wintel .Applications - Aspect UIP, Aspect ALM, basic dialer operations and architecture supporting both inbound and outbound .Database knowledge - Sybase, Oracle, Sequel skills preferred.Architecture - Telephony, Networking, SIP, VoIP and TDM preferred· Business Expertise: Working knowledge of Collections policies, processes and procedures· Education / Experience: Associates degree from a technical school or equivalent experience· Communications Skills: Effective written and oral communications skills· Customer Focus: Attention to details to ensure highest quality of customer satisfaction· Autonomy: Ability to perform independently with some work direction· Analytical/Creative Thinking: Ability to effectively solve problems through analysis and creative thinking skills· Planning: Manages own time efficiently. Strong organizational skills.