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Sr. System Administrator - Contact Centre

Location Gaithersburg, Maryland, United States Job ID R-073831 Date posted 06/03/2020

The Systems Administrator (SA) will be an essential member of the contact center service team providing onsite support. This position will be responsible for configuring and maintaining our contact center systems that are vital to providing patient and provider support through AstraZeneca Access 360™ program. 

As the SA you will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. You will participate in technical research and development to enable continuing innovation within the infrastructure. You will ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, and partners.

You will also be responsible for assisting project teams in assessing technical impacts for new projects. These activities include the definition of need, benefit, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions. Participation on projects is focused on smoothing the transition of projects from development to production stage by performing operations activities within the project life-cycle.

You will be accountable for the following Access Services systems: Telephony, customer relationship management (CRM) application, quality assurance, workforce management, knowledge management, reporting application, 3rd party integrations, Windows and Access Services related applications.  Responsibilities on these systems include operations support, maintenance, research, and development to ensure continual innovation.

Key Roles:
o    Telephony
♣    Manage the IVR and multichannel configurations, database and recordings based on changes from the project management office department. 
♣    Configurations
♣    Develop and maintain installation and configuration procedures
♣    Automated Call Distributor administration
♣    Implementation
♣    Acceptance testing
♣    General production support for Access 360 users
♣    Quality of service troubleshooting
♣    Contact Center support configuration and administration of Workforce Management applications used for scheduling, adherence, and forecasting, Quality Assurance applications used for call/screen recording and voice of the customer surveying, and Reporting tools
♣    Business Process Development
♣    Standard Operating Procedures creation
♣    Work Instruction documentation
♣    Reference documentation
♣    Contribute to and maintain system standards
♣    Training contact center personnel or serving as subject matter expert (SME) with Telephony systems
o    Operations Support
♣    Manage user accounts
♣    Account Administration
♣    Create, change, and delete user accounts per request
♣    Log in Issues
♣    Perform daily system monitoring, verifying the integrity and availability of all applications and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
♣    Interface with the IT department for supporting upgrades and other technical issues related to the contact center.
♣    Coordinate and communicate with impacted users
♣    Research and recommend innovative, and where possible automated approaches for system administration tasks.  Identify approaches that leverage our resources and provide economies of scale.
o    Help Desk Support
♣    Act as the primary point of contact for reporting tickets to vendors and equipment manufacturers. Follow up with vendors to ensure issues are resolved in a timely matter.
♣    Onboarding new hires with laptop/desktop setup, phone set-up, and peripherals
♣    Manage proper offboarding requests
♣    Provide level 1 support to Access 360 agents in the contact center. Troubleshoot basic computer desktop and application related issues.
♣    Coordinate and communicate with impacted users
♣    Experience working tickets and troubleshooting issues to resolution
o    CRM Support
♣    Support Fax Issues and Transmission checks
♣    IT ticket creations/follow-up
♣    Subject matter expertise focused on operations and administration aspects
♣    Configurations
♣    Implementation
♣    Acceptance testing
o    Maintenance/Inventory Tracking
o    Upgrade and configure system software that supports Access Services infrastructure applications per project or operational needs
o    Maintain operational, configuration, or other procedures.
o    Develop and maintain an inventory tracking system for all workstation hardware and peripherals

Essential Requirements:

  • Bachelor’s degree or in lieu of a degree 4 additional years of work experience
  • Three to Five years of system administration experience
  • Customer service and communication skills
  • Active listening skills
  • Written and verbal skills
  • Presentation skills
  • Problem solving skills
  • Experience with contact center technology
  • Telephony including ACD/IVR
  • Quality Assurance tools
  • Workforce Management application
  • CRM
  • Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals
  • Business travel, by air or car, may be required for internal and external business meetings up to 10%
  • Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice
  • Basic knowledge of SQL
  • Production support and incident/change managemen

Desirable Requirements:
o    Master’s degree
o    Five plus years of experience
o    Experience in a Healthcare contact center environment

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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