Application Support Analyst: Genesys CTI & Nuance IVR

Title: Application Support Analyst
Location: Scarborough, ON
Type: Contract (10 months)
Hours: Mon to Fri 8:30 am to 5:00 pm (1 hour lunch) or 37.5 hours per
week
Other: Overtime when providing evening and/or weekend 'on call'
pager support.
Hourly Rate: Negotiable.

Overview:

Our client is seeking to add another qualified Application Support
Analyst to their existing team of 4 people. The successful candidate
will monitor and support the critical applications used by Client
Operations on a 7x24 hour basis. As an Application Support Analyst
(ASA), the candidate will work closely with IT development teams, IT
OPS support groups and internal clients. The goal of the ASA is to
find a permanent resolution to technology problems ensuring a high
standard of quality, integrity and a minimum disruption to the
business.

This is a tier 2 technical support role working from a Remedy ticket
queue and some project work is also involved. Typically a day would
involve attending meetings, resolving tickets, investigating root
cause, monitoring, reporting etc. When a call is placed into the
customer service department, the call is routed to the correct team
using the Genesys Software call routing system.

Required Skills:

Education: Post secondary degree/diploma, preferably in Computer
Science or related fields - Professional Designation/Certification is
desirable.
Minimum of 2 years work experience in application support or technical
software development with good hands on working knowledge & experience
supporting Genesys CTI; Nuance IVR; Avaya Telephony; Sun Identity.
Genesys CTI is a Must Have for this role.
Functional knowledge of Amdocs application is an asset.
Experience working in both UNIX and Oracle environments, Unix Shell
Script Programming/PERL, etc.
Good knowledge of programming, Object Oriented Methodologies, Java and
J2EE is an asset;
Strong customer focus; Strong problem solving and analytical skills;
Initiative, self-direction, ability to adapt readily to fast paced
environment;
Strong written and verbal communication skills - in both technical and
non-technical environments is a must have for this role.
Demonstrated ability to facilitate meetings and negotiate deliverables
and timelines for incident resolutions;
Strong inter-personal skills and a team player.
Highly organized and able to manage multiple demands and priorities
concurrently.

Responsibilities:

Monitor, support and troubleshoot problems in the production
application environment;
Implement creative and proactive solutions to application issues;
Troubleshoot and correct reported application issues in a timely manner
(within the IT OPS SLA's);
Conduct root cause analysis of application incidents and implement
recommendations to improve or correct the situation (focusing on
permanent solutions);
Support IT operations by proactively assessing application performance;
Maintain ongoing, proactive contact with IT Operations teams,
application developers, SPOC and the Amdocs team;
Communicate known application problems to Helpdesk, the User community
and the I & AM team;
Provide backup to other ASA's on the team;
Proactive problem management - identify and solve problems and known
errors before incidents occur;
Participate in a rotating on-call schedule and respond to paged-out
issues within 15 minutes;
Be prepared to work additional hours outside of regular business hours
including week-ends and holidays;
Manage small scale IT projects and implement processes with excellent
attention to detail.


Contact:

Donna Randolph
Sr. IT Recruiter
donnar RemoveThis @itplacements.com

Please include your most recent Word formatted resume and a cover
letter detailing your skills and experience for this position. Thank
you.