About the role

IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.

Responsibilities

Triage technology issues impacting the North American Contact Center lines of business
Manage technology interruptions, oversee issue escalation and resolution
Assess the issue and impacts to determine if customer messaging is required and action appropriately
Engage appropriate technology, digital and other support partners
Effective and clear communication of issue, including technology status updates, real time metrics and action plan
Identify improvement opportunities observed via Incidents and follow through to resolution
Track incidents and impacts for reporting and trend analysis
Manage emergency IVR/call flow messages and DRP when required
On call support 24 hours, 7 days a week on a rotational basis
Other duties as assigned

Undergraduate degree or Technical Certificate
3-5 years relevant experience
Excellent communication skills (written and verbal)
Ability to multi-task in a high-pressure environment
Enjoy working as part of a team
Strong analytical and organizational skills to manage multiple deadlines and priorities
Advanced Microsoft Excel and PowerPoint skills
Knowledge of ServiceNow, SharePoint, JIRA, CUIC, VIM applications is an asset
Knowledge of Contact Centers and their technology platforms is an asset
Candidates with a combination of business and technology experience are preferred