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UCCE Business Analyst

Company Name:
ATS (Advanced Technology Services)
Primary Responsibilities:
Work with DBAs and System administrators during implementations and database refresh activities
Work closely with our Cisco UCCE support team to implement, configure and troubleshoot customer related/application related issues
Maintain System/Data integrity across dev, test and prod environments
Create reports that will be used to keep management and analyst informed of all conditions present within the environment
Provide expertise on the systems capabilities/limitations as it relates to business goals
Reviewing range of existing solutions available and presenting options and recommendations to the customer on which ones to use
Willingness to work hours necessary to meet scheduled milestones and resolve operational issues especially during build releases
Work within business guidelines for operational change and problem management procedures
Gather information from existing systems, analyzes program and time requirements.
Prepares time estimates and justifications for assigned tasks and provides recommendations to project managers
Creates training objectives and documentation as required.

Qualifications:
Must have excellent and effective oral and written communication skills to speak with both technical and non-technical personnel
Strong attention to detail
Experience translating and preparing business requirements
Strong customer service orientation
Ability to work in a fast pace environment and work on multiple projects at once
Experience in developing training materials and in training end users
Expertise and experience using the Cisco Unified Contact Center Enterprise platform
Knowledge and experience with Buisness Objects
Experience with BMC Remedy would be desirable, but not required

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