System Administration Analyst
SoFi
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, Texas, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $73,600 - $138,000 per year
Job Level
Mid-LevelSenior
About the role
- Administer, configure and maintain systems (Genesys, Intradiem, Verint, DPA, Jira, Confluence)
- Manage system access, security roles, access and permissions in compliance with organizational policies
- Troubleshoot technical and functional issues and partner with vendors for resolution and escalating concerns
- Data integrity through audits, monitoring and reconciliation
- Responsible for Jira Ticket processing and SLA response times (request/modify/delete access, team changes/manager assignments)
- Develop and maintain system documentation/SOP, user guides and training material
- Maintenance and creation of dashboards for monitoring
- Support testing, upgrades and deployment of use cases and enhancements
- Partner closely with Project Management and serve as a POC in relation to WFM projects and integrations
- Provide extensive support, direction, and education for WFM analysts and operations
- Ability to work independently and make sounds decisions with minimal to no guidance from manager
Requirements
- Minimum 3+ years of experience using Verint as a desktop Administrator or Verint Data Analyst
- Experience with Verint scorecards, desktop analytics and WFM tools to optimize systems
- Systems and WFM experience required
- Experience with Intradiem, Genesys, Verint, DPA
- Skilled in Confluence, Jira, and Compass
- Knowledge of telephony, IVR, and ACD routing
- Extensive knowledge of Microsoft Excel for Data mining and reporting
- Attention to detail with ability to recognize and solve problems and support initiatives
- Excellent customer service skills: decision making, communication (verbal and written), ability to lead and direct meetings
- Ability to work independently as well as be a team player
- Equivalent work experience in a similar position may be substituted for educational requirements.
Benefits
- This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
VerintIntradiemGenesysDPAJiraConfluenceMicrosoft ExcelWFM toolsdata integritydashboard creation
Soft skills
attention to detailproblem solvingcustomer servicedecision makingcommunicationleadershipindependenceteam player