Shire Jobs

Location: New York, NY/NC/NJ Duration: 12 Months Description: Must haves: voice Infrastructure Avaya Call Routing BMC Remedy Key Responsibilities:

• Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation

• Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC

• Operational Excellence strategic initiatives focused on driving a culture of continuous improvements

• Accountable for oversight of technical, process, and service deliverables against different risk programs

• Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location

• Design service management improvement plans and automate tasks to improve services and reduce issues

• Expected to proactively identify opportunities to improve manual processes

• Accountable for inventory service management processes and improvements

• Create methodology to drive adoption and ongoing use of a new service offering

• Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective

• Enable the use of data to drive operational efficiency and effectiveness

• Technical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication’s hardware

• Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies

• Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.

• Technical writer with voice and video platform support/engineering expertise

• Collaborate with system engineers/architects to understand and clearly document problem management tickets

• Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation

• Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence

• Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail

• Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities

• Experience with business and technical requirements analysis and business workflow development

• Partner with department functional teams on the creation and management of SLAs specific to platform serviceability

• Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.

• Ability to interact effectively with all levels of customers and leadership

• Ability to handle multiple tasks simultaneously and respond under pressure

• Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework

• Excellent organizational, time and project management skills; able to effectively manage multiple work streams

• Strong written and verbal communication skills

• Ensure the stability of environment through lifecycle management

• Strong knowledge of BMC Remedy ITSM and Service Now

• Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependencies

• Understanding of SQL and writing SQL queries to validate data

• Understanding of analysis and project management disciplines, processes, and tools

• Experience in monitoring and managing issues, risks and dependencies

• Strong reporting skills with a proven ability to manage multiple stakeholders

  As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.