Hi

Hope you are doing well

I am Steven, working as a recruiter with Infotree Service Inc.

I am currently working on “*Business Analyst/Consultant*” position with *State
of MI.*

I will appreciate your response at the earliest, as the managers tend to
move fast!

 *NOTE  :** SEND RESUMES WITH THESE DETAILS , Profiles with all mandatory
details would be processed with TOP Priority*





*Name (First & Last)*



*Contact No.*



*Email ID *



*Current Location*



*Willing to Relocate if need*



*Work Visa Status*, *Expiry Date*



*Availability * How soon can you join?*



*Reason for change*





*Are you fine with drug and background check?*





*Skype ID*





*Last 4 Digit SSN No.*



*DOB(Day, Month)*



*Higher Education, Year of Completion *



*2 References of Manager/ Team Lead with contact number/ email id, Project
Name*







*Job Title*

*Business Analyst/Consultant*

*Project Location*

*Lansing, MI*

*Duration                                                          *

*3+ months /Contract*



*Skills*



*Skill*

*Experience Required*

*Experience you have?*

Avaya Platform

3  Years(Required)



Cisco Platform

3  Years(Required)



Microsoft Office

3  Years(Required)



ChangePoint

3  Years(Required))



Avaya / Cisco Telephony Certification

Certificate (Required)





*Summary:*

*Business Analyst/Consultant* capabilities with 1-7 years of experience in
the field or in a related area. Has knowledge of commonly-used concepts,
practices, and procedures within a particular field. Relies on instructions
and pre-established guidelines to perform the functions of the job.
Performs a variety of tasks, such as identify and document business
requirements. Works under general supervision; typically reports to a
project leader or manager. A certain degree of creativity and latitude is
required.



1. Provides professional recommendations, technical consultation, and
expertise to State staff, and statewide local agencies in regards to Call
Center Telephony operations.

2. Resolve telephony problems; contribute to development of criteria,
standards, guidelines, evaluation methods, policy and procedure.

3. Responding to requests from local agencies and promotes the Division’s
goals.

4. Works with the agency, DTMB Agency Services and the assigned Telecom
Liaison gathering business requirements for Call Center requirements from
all agencies.

5. Responsible for researching, analyzing, recommending, and implementing
telephony contact/call center systems

6. Acts as the State-Wide telephony project lead for State’s contact/call
center system related processes, functions, technological advancements
affecting call centers and the business processes.

7. Provide information gathering sessions to capture business requirements
and business processes related to information technology solutions.

8. Experience working with diverse group, consensus building and team
building.

9. Work with telephone coordinators and agencies

10. Utilize tools such as Remedy, Change Point and Share Point

11. Work closely with Avaya and Cisco engineers and technicians

12. Manage various agency requests for services, repairs, maintenance, and
other changes to Contact/Call Center Systems. Forward work assignments as
needed to the appropriate work units.

13. Collect and analyze data from Avaya Communication Manager and related
systems.

14. Uses analytical skills in problem resolution

15. Provide decision support outside normal work hours.

16. Perform other duties as necessary or directed.



*Skills Required: *

1. Ability to work independently with various department staff, other
state, local and federal agencies to accomplish goals and meet extensive
deadlines.

2. Knowledge of current Telephony services and Technologies.

3. Knowledge of Avaya and/or Cisco platforms, call center features and
operations.

4. Ability to resolve technical telecommunications problems utilizing
multiple vendors/contractors.

5. Ability to communicate effectively, both verbally and in writing.

6. Ability to function under pressure and maintain composure in chaotic
situation to resolve service related issues.

7. Understand Call Center features; such as, Automatic Call Distributions
(ACD), Call Vectors, and Vector Directory numbers (VDN).

8. Ability to develop work and call flows

9. Excellent customer service skills

10. Work with multiple network platforms, such as; WAN, WLAN, Security,
Voice, and Video

11. Disseminate information effectively to all teams and customers

12. Understand a large and complex network environment



*Skills Preferred:*

1. Microsoft Project, Microsoft Office, Visio, SharePoint, ChangePoint
and/or software tools for tracking projects and recording pertinent
information.

2. Excellent customer service skills

3. Professional and positive attitude

4. Avaya and Cisco telephony and IPT

5. Understanding how networks work in a complex environment

6. Ability to extrapolate the correct information from customers on
projects



*Experience Required*

*Six years* of professional business and administrative experience in the
administration of telephony systems, including four years of experience
equivalent to the experienced (P11) level, OR, three-year equivalent to the
senior, or lead worker (12) level. Five years of advanced experience with
the administration, and programming of Avaya Communications Manager
Telephony systems, including vector writing, Advocate Call Agent
interactions, interactions with adjunct systems to the Communications
Manager such as Genesys, NICE, and Oracle Data Bases.



*Experience Preferred     *

Education Required  1. A combination of a 2-year degree and related work
experience





*Thanks & Regards,*

Steven - Associate Technical Recruiter

Phone (Direct): 734-446-6886

Email: ste...@infotreeservice.com <st...@infotreeservice.com> | Website:
www.infotreeservice.com

LinkedIn:  https://www.linkedin.com/pub/steven-fernandez/104/956/240

Hangout: steven.usrecruiter | Yahoo: steven.usrecruiter

Mailing Address: 1176 S. Main St. Plymouth MI 48170

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