IT Operations Analyst

General Information

The position is situated within the European IT team IT services Europe ; specifically in the Production Application Support department and focused on contact center applications, in particular Genesys.

The objective of this department is to make contact center business projects optimally supported with technical application configuration and configuration support. Besides application development is the focus on data storage (SQL) and reporting of the activities carried out in the contact of interest.

The ICT organization aims to provide optimal support for scripts and the application platform foragents in more than 20 locations in several countries in Europe (NL, UK, DE, FR) as well as in offshore countries (Romania, Turkey and Czech Republic).

Key Tasks

The Production application subject matter expert is responsible for:

• Functional configuration and administration and management of all functionalities;
• Organizing customer configurations in IVR, script and workgroup optimization;
• Configuration of custom application integrations on our Microsoft based applications;
• Trouble-shooting of errors in application functionalities;
• Innovating and delivering a satisfied user group for internal and external users.

As employee Production Project Engineer:

• Ensure flexible configuration of all functionalities on a project basis in accordance with the indicated functionalities;
• Take your part in small to medium application development projects;
• Maintain contact with a limit number of suppliers;
• Document and report your work and work properly.

Job Requirements

• Good knowledge of Java scripting or .NET development;
• Experience with developing API’s and SQL is a plus.
• 2 or more years of experience in working in Call center environments;
• Bachelor’s Degree in Computer Science;
• Experience with Microsoft as application support expert;
• Demonstrable experience with people and time management;
• Good communicative skills; English as a requirement;
• Focus on functionality requirements, technology and detailed user behaviors;
• Structured and structured in your work;
• Analytical skills;
• Customer focus;
• Communication;
• Quality-oriented;
• People-oriented;
• Results-oriented;
• Willingness to learn;