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IT@2X
J166242

Sr Contact Center IT Analyst

Highmark Health

  • Company Hignmark Health
  • Home, PA
  • IS/IT
  • Full time
  • Day (United States of America)

Company :

Highmark Health

Job Description : 

GENERAL OVERVIEW:  

Takes a lead role and is responsible for the physical delivery and ongoing support of more complex products/services, applications, network systems and overall solutions.  Takes a lead role in performing more complex tasks including, but not limited to, systems software upgrades, workstation setups and server configurations. Takes a lead role in maintaining software and hardware inventories. Takes a lead role in providing operational support and analysis for the organizations information systems and peripheral equipment, such as servers, desktops, printers and storage devices. Takes a lead role in performing more complex recovery procedures, scheduling and backups, and monitors batch processes. May mentor less experienced team members.

ESSENTIAL RESPONSIBILITIES: 

1. Takes a lead role in performing more complex operational support of IT Infrastructure technology including, but not limited to, network, security, messaging, storage, voice, etc.

2. Takes a lead role in performing more complex analyses and resolution of  problems to restore normal IT Infrastructure operational levels.

3. Takes a lead role in completing more complex project tasks to enable the on time, within budget and scope delivery of IT Infrastructure projects. 

4. Takes a lead role to assure compliance to required standards, procedures, guidelines and processes.

5. Develop and implement call routing plans, vectors, VDNs, Virtual Hold scripts, Route IT Plans.

6. Work independently and as part of the team to perform engineering duties including but not limited to design and deployment of new technology in the area of IP Telecommunication systems, specifically for the enterprise contact center solutions.

7. Takes charge of the telecom platforms and leads the direction on best practices for supporting a SIP infrastructure.

8. Sets standards and direction for the Avaya platform.

9. Troubleshoots Avaya issues including P1 and P2 events.

10. Other duties as assigned or requested.

QUALIFICATIONS:

Education, Licenses/Certifications, and Experience

Minimum

  • High School Diploma or equivalent required
  • 3-5 years of experience in Information Technology
  • Experience administering and troubleshooting Avaya technologies.

SCOPE OF RESPONSIBILITY 

Does this role supervise/manage other employees?         

No  x  

WORK ENVIRONMENT

Is Travel Required?

No   x

Physical Demands

This job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weekends.

Note: Job duties and responsibilities support separation of duties across multiple users

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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