System Engineer
Chicago, Illinois (Hybrid Role)
Locals or very close by
MUST HAVES:
- Avaya Call Routing
- Voice Infrastructure
- BMC Remedy
Key Responsibilities:
· Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation
· Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC
· Operational Excellence strategic initiatives focused on driving a culture of continuous improvements
· Accountable for oversight of technical, process, and service deliverables against different risk programs
· Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location
· Design service management improvement plans and automate tasks to improve services and reduce issues
· Expected to proactively identify opportunities to improve manual processes
· Accountable for inventory service management processes and improvements
· Create methodology to drive adoption and ongoing use of a new service offering
· Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective
· Enable the use of data to drive operational efficiency and effectiveness
• Technical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication’s hardware
• Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies
• Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.
• Technical writer with voice and video platform support/engineering expertise
• Collaborate with system engineers/architects to understand and clearly document problem management tickets
• Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation
• Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence
• Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail
• Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities
• Experience with business and technical requirements analysis and business workflow development
• Partner with department functional teams on the creation and management of SLAs specific to platform serviceability
• Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.
• Ability to interact effectively with all levels of customers and leadership
• Ability to handle multiple tasks simultaneously and respond under pressure
• Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework
• Excellent organizational, time and project management skills; able to effectively manage multiple work streams
• Strong written and verbal communication skills
• Ensure the stability of environment through lifecycle management
• Strong knowledge of BMC Remedy ITSM and Service Now
• Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependencies
• Understanding of SQL and writing SQL queries to validate data
• Understanding of analysis and project management disciplines, processes, and tools
• Experience in monitoring and managing issues, risks and dependencies
• Strong reporting skills with a proven ability to manage multiple stakeholders