Position Title: Senior Contact Centre Business Systems Analyst - Cisco
Reports to: Manager of Business Systems Analyst, Shared Services
Worker Category: Regular, Full Time
Location: 716 Yates St., Victoria, BC, CA
MAXIMUS Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, MAXIMUS provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.
We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.
MAXIMUS Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.
Join us here in beautiful Victoria, British Columbia to experience the best of the West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your downtime can be spent exploring all the West Coast has to offer – scenic beauty, culinary experiences, cultural events and outdoor activities. We have it all! Located in the heart of downtown, our location offers easy access to every amenity.
MAXIMUS Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
At MAXIMUS Canada, we believe that our culture strengthens our commitment to Helping Government Serve the People. We foster a culture that respects and values individual contributions and differences. At MAXIMUS Canada we believe in the following four core values:
Our customers' business needs inform everything we do. We start by developing relationships built on trust and respect. We listen, and incorporate their diverse experience into our services and solutions, and we show our understanding with clear communication.
With decades of experience delivering government programs, we balance tried and tested processes with a desire for continuous improvement. We take the time to plan and benchmark our performance – it's the path to success.
Results and Delivery
Great results depend on setting high, measurable standards of excellence and achieving the numbers. We challenge each other and hold one another accountable to our commitments.
A Great Place to Work
MAXIMUS Canada promotes a challenging work environment, empowering our employees to get the job done. If you want to work in an environment that recognizes and rewards accomplishments while caring about each other and the communities we serve, this could be the place for you.
On behalf of Maximus Canada and in support of our client business departments, the Technology Services Department provides services that supports them in delivering better outcomes for their clients. With over 125 staff, the IT Services Department provides the following services: Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
• IT Infrastructure Service Delivery
• Pharmaceutical Services Segment Development Support
• Medical Services Segment Development Support
• IT Development Support
• Access, Audit & Investigations Services
• Shared Application Management Services
The role of the Contact Centre Business Systems Analyst (BSA) is to help define business requirements, and to map out business processes and to also be able to translate technical requirements to non-technical staff. The Contact Centre BSA will have a good overall understanding of Contact Centre requirements and systems, call flow design experience, and a basic understanding of ICM/PCCE routing and administrative scripting changes, script scheduling and CUIC reporting.
Also, the Contact Centre BSA will be proficient in Work Force Management Systems, and may also be asked to perform hands on testing on the system.
• Conduct research, analysis and to develop action plans to optimize and/or improve contact centre systems efficiencies, including business processes, etc.
• Provide dedicated leadership and basic project management skills, supporting solutions and projects
• Manage and analyze support and change service requests
• Analyze and test platform stability, performance and capacity planning
Education and Experience
• Degree from an accredited college or university, with major coursework in systems analysis, information systems, computer science or a related field, and have experience successfully implementing and supporting enterprise applications
• Cisco or Avaya Contact Centre Systems Experience, or Contact Centre Systems Experience
Knowledge, Skills and Abilities
• Good overall understanding of Contact Centre requirements and systems
• Cisco Contact Centre System experience:
- Call flow design experience
- Basic understanding of ICM/PCCE routing and administrative scripting changes, script scheduling and CUIC reporting
- Conducting research, analysis and developing action plans to optimize and/or improve contact centre systems efficiencies, including business processes, etc.
- Providing dedicated leadership and basic project management skills, supporting solutions and projects
- Incident management from initial report to issue closure for all technical and application incidents reported by Clients
- Managing and analyzing support and change service requests
- Analyzing and testing of platform stability, performance and capacity planning
- Basic understanding of ICM/PCCE DNs, peripheral targets, routes, labels, services and skill groups changes for any phone and user in the system
- New ICM/PCCE skill group additions and all related components that may arise from added business requirements or any overflow outsourcers
- Basics understanding of ICM/PCCE routing and administrative scripting changes and script scheduling
- CVP changes including VXML scripts, CVP ports, and .wav files
- Basic understanding of UCM changes to the standard configuration objects such as Phones, CTI Route Points, Route Patterns, and CTI Ports
- Knowledge of and some exposure to multi-channel, omni-channel contact centre capabilities
• Knowledge and/or experience in one or more of the following areas is also highly desirable:
- Work Force Management Systems
- Self Service IVRs
- Call/Screen Recording applications
- Overall understanding of Contact Centre systems and nomenclature
- Development of processes and methodologies such as release planning, business systems analysis and documentation, business process reengineering, business case development and status reporting, testing and testing methodologies
- Borland suite of tools including CaliberRM, SilkTest, SilkCentral Test Manager and/or StarTeam
- Excellent writing and communication skills a must
• You will also have an understanding of:
- How multiple projects are prioritized, resourced and managed in a multi-project environment
- How production/operational support needs are balanced with development
- How Service Level Agreements and Objectives apply to a major outsourced Provincial Government contract
- How operational systems incidents, work orders, and service requests are tracked and managed across multiple operational systems and diverse teams
• Office Skills:
- Microsoft Windows OS – 2012, 2008R2, Windows 7, 2010 – Support and Upgrades
- Microsoft Back Office – Exchange 2010/2012 – Support and Upgrades
- Microsoft AD, Print Services, Deployment tools, other Microsoft utilities
- Microsoft SQL
- Security Monitoring and Operations
- Antivirus, spam filter, and other security applications
- System design, planning and documentation skills
- Design and implementation skills for Microsoft back office products
- Core Competencies
• Technical Skills:
- Desktop Virtualization skills
- Storage Skills
- ITIL processes and tools
- VMWare Server and Desktop Virtualization - Planning and Administration
- NetApp exposure
- ITIL processes and tools
- Data Centre Planning and Operations
- Testing Solutions
- Assessing technical constraints
- Communicating business wants/needs and technical constraints in a clear and unambiguous manner
- Liaising between multiple stakeholders such as Operations, IT, clients and external service providers
- Managing Level 2 incident management
Results and Delivery
• Defines appropriate goals
• Works toward achieving goals
• Articulates vision and steps for achievement
• Maintains current understanding of technical processes and equipment
• Uses technology to increase performance and productivity
• Understands the balance between our capabilities, the customer’s expectations, and the parameters in which we operate
• Uses open, honest communication to develop relationships built on trust and mutual respect
• Seeks to incorporate the experience of our diverse customers
• Builds relationships through personal credibility, as opposed to formal authority
• Takes the time to properly plan
• Data-driven and detail-focused
• Seeks out opportunities for continuous improvement