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Systems Analyst

Company: McKesson - Pharmaceutical
Location: Dallas
Posted on: December 5, 2019

Job Description:

Join our team of leaders to begin a rewarding career. The Systems Analyst will serve as subject matter expert on Verints Workforce Optimization Suite utilized in Customer Experience Operations. This suite includes, Desktop Process Analytics (DPA), Scorecard, Quality Monitoring and other business-critical modules. In addition to daily support, the candidate will also participate in related projects and enhancements related to this technology suite. The candidate will need to function both independently and as a member of a team. Key Responsibilities - Maintain professional and technical knowledge by attending applicable conferences, networking with other contacts leveraging the technologies, and other developmental training opportunities. - Analyze and/or resolve application issues through research, vendor and/or IT engagement, and any other necessary channels. - Serve as a consultative partner to the business by identifying process improvement opportunities, trends, etc. through the utilization of the aligned applications. - Ensure appropriate documentation is in place that enables aligned back-up to provide the same level of support and drive consistencies across work. - Research data and systems issues, prioritize resolutions and drive discussions to ensure rapid resolution and implementation to close the issues. - Setup and maintain all users in appropriate applications across Customer Experience Operations and Shared Services groups. - Train new and existing workforce, including management, on applications, how they should be used, and the benefits they provide the business. - Establish and grow relationships with existing vendors through regular communication channels. - Perform regular quality checks to ensure applications are working properly and escalate identified issues accordingly. - Monitor all inboxes associated with supported technologies to address any questions, requests, and training needs. - Drive application awareness and utilization through regular stakeholder communications and reporting not deemed as self-service. - Partner with other McKesson business units leveraging this technology suite in an effort to share best practices and knowledge. Minimum Requirements - BS degree or equivalent business experience 4+ years related professional experience in business analysis, application support, and customer service. - Verint WFO suite knowledge experience/ product knowledge a plus Preferred Skills - Knowledge of performance/workforce management systems - Knowledge of contact center technologies (e.g. PBX, ACD, IVR, CTI) and phone systems (Cisco) - Experience in configuring workforce optimization tools - Understanding of workforce performance metrics/measurements and their drivers - Knowledge Microsoft Office Software (e.g. Word, Excel), SharePoint, and other related systems Additional Knowledge & Skills - Excellent verbal and written communication/documentation skills - Exceptional analytical and problem-solving skills - Ability to quickly ramp up on new technologies and tools - Ability to demonstrate strong time management and prioritization skills - Demonstrated attention to detail - Strong team player with commitment to excellence - Flexible, positive attitude focused on customer service - Understand change management techniques and approaches Career Level - IC-Professional-P3 McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to *************************************. Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through internal career site.Join us at McKesson!

Keywords: McKesson - Pharmaceutical, Dallas , Systems Analyst, Professions , Dallas, Texas

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