Software Engineer Lead-UC Analyst
DUTIES & RESPONSIBILITIES:
●Provide support for Unified Communication products (IP Phones, Client Jabber (Windows, Mac, iOS, Android, etc.,), Unity Connection, WebEx products, and Client TelePresence products
●Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted by automated means
●Responsible for continuous high levels of customer service and professional assistance front end user environment
●Remedy Case Handling
○Minimum 40 cases resolved a week
○Analysts are expected to open cases for any and all work done for ACE users in order to track productivity
○SLA standard: assigned-respond 24-36 hours, average resolved 2 business days
○Extensive trouble shooting cases resolved within 4-5 business days
○Tier 1 type cases (i.e., password, account requests, setup) resolved within 48 hours)
○Pending cases-updated/followed up minimum every 48 hours
●Responsible for completing all projects assigned (Average 2-3 per month)
○Projects are to be completed as outline in the original email
○All project work should be completed by the due date provided
○Analyst should notify lead via email once their portion has been completed
●Attend weekly Tier II meetings
●Assist in other areas of ACE as needed
●The candidate should have experience with Client Unified Communications Manager, Unity Connection, and WebEx applications and onferencing.
●Candidate should have a working knowledge of Windows based systems and Microsoft applications such as Office and Internet Explorer (Essential)
●Experience with smartphone devices such as Blackberry, iPhone, Nokia, and Androids.
●Working knowledge of MAC based systems.
●Experience with Video Conferencing and Video technology such as TelePresence Management Suite or TelePresence VCS Control is a plus.
●Experience with Collaboration tools is a plus.
● Candidate should also have knowledge of Remedy incident reporting system for processing client requests. (Desirable)
●This person should have a collaborative work ethic and an ability to work in a fast pace, ever changing environment.
●After hours may be required for this position.
WORK SKILLS :
●Desktop support experience
●Demonstrate the ability to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision
●Apply established solutions to solve known issues and assist in the development of solutions for new issues
●Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction
GENERAL SKILLS/ ATTRIBUTES :
●Communication and writing skills (ACE analysts will be communicating with clients regarding their support case via email, IM, or phone)
●Ability to multitask casework and projects
●Be a team player (able to reach out to other members of the team when needed)
●Proactive, not reactive
Business Analysts enable the transformation and performance improvement of an enterprise or its parts, with respect to people, process and technology, by providing relevant capabilities, assets (human and non-human), processes and tools (from both a technical & functional aspect).
Business Analysts structure, analyze and visualize an enterprise’s current state; design and visualize the future state; and design and guide the change process from current to future state.
Developing sector knowledge is of foremost importance for all Business Analysts.
Technical analysts can specialize in ERP, Application Management or Custom Software Development (CSD). Functional analysts can specialize in Strategy Execution, Business Process
Transformation or Change Management.
Required Skills and Experience:
You are a self-reliant analyst who has mastered at least one methodology.
You are developing your knowledge in a business and/or industry domain and an ERP
With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017.
A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate).
Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness.
A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.
Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
As part of the Capgemini Technology Services Group, this person will be responsible for the full systems lifecycle from requirements gathering through implementation of data analysis solutions.
This person will work closely with our clients and must demonstrate professional knowledge to ensure that the work products and deliverables are of the highest caliber to ensure client satisfaction.
This person will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.
Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawApply now